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The curious mind can transform an industry—and that's exactly what Rosie Wills has accomplished at Mid Devon Housing. Her journey from accidental investigator to sector-recognized expert offers a masterclass in how systematic curiosity can revolutionize approaches to persistent housing problems.
Starting with a simple desire to reduce tenant wait times for technical inspections, Rosie uncovered that damp and mold constituted the largest category of these inspections. Rather than accepting conventional wisdom, she developed data-driven systems that transformed response times from six weeks to just two. But she didn't stop there—she kept pulling threads, analyzing patterns, and challenging assumptions about how housing providers should approach these issues.
What emerges in this conversation is a refreshingly honest look at housing maintenance that puts tenants at the center while embracing technological innovation. Rosie shares how environmental monitoring sensors revealed hidden patterns in homes, allowing for targeted interventions rather than generic advice. She explains the value of keeping cases open for 12-18 months through full seasonal cycles, prioritizing actual resolution over administrative neatness. Most importantly, she demonstrates how technical expertise and human connection must work in tandem—spending an hour with a tenant during inspection might seem inefficient initially, but pays dividends in long-term success.
As the sector prepares for the implementation of Awaab's Law following a tragic death from housing conditions, Rosie's perspective on balancing compliance with genuine care couldn't be more timely. Her willingness to share her journey openly has created ripples throughout the housing community, demonstrating that expertise often grows not from formal qualifications but from persistent curiosity and a willingness to learn publicly.
Whether you work in housing, property management, or simply care about improving living conditions, this episode offers invaluable insights on using data to solve complex problems while never losing sight of the humans at the heart of it all. Subscribe now and join our growing community of curious professionals dedicated to making built environments healthier for everyone.

Rosie Wills - LinkedIn

Awaabs Law

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