Concierges in tower blocks: A strategy in the mediation of change

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Abstract
This paper discusses and evaluates the impact of the introduction of a concierge service into problematic tower blocks. The argument presented is that concierges have a particular significance in mediating design and management improvements in a time of change, and that one consequence of this has been to contribute to a more positive relationship between the housing organisation and tenants. The analysis is located within a wider discussion of the nature of caretaking, and makes detailed reference to one case study area. This case study demonstrates how concierges have used their unique position within the housing management service to develop a particular area of their work, the social and welfare role, and that this, together with their control over space, has been instrumental in situating them as mediators of change.

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