In a fast-changing world, the leaders of housing associations are under constant pressure to adapt, from evolving tenant expectations to new technologies and generational shifts in the workforce. One approach gaining real traction across sectors is reverse mentoring, where senior leaders are mentored by more junior colleagues.
What is reverse mentoring and why does it work?
Unlike traditional mentoring, where experience flows top-down, reverse mentoring turns the relationship on its head. A CEO, director or head of service is paired with someone younger, newer, or from a different background to gain insight into their lived experiences and workplace realities.
When British Airways launched its reverse mentoring scheme in 2023, CEO Sean Doyle described it as a way to uncover “uncomfortable insights” and silent barriers that prevent people from reaching their potential. Within two years, 80 senior leaders had taken part, helping the airline identify issues around inclusion, communication and technology skills that were previously invisible at the top.
Benefits for both sides
For leaders, it is a powerful way to build empathy, stay connected and challenge assumptions. For mentors, it is an opportunity to influence organisational change and grow confidence. And for the organisation as a whole, it bridges generational and cultural divides, something housing associations can particularly benefit from given the diversity of their teams and tenants.
Creating the right culture
The success of reverse mentoring depends on psychological safety: creating a space where mentors can speak openly and honestly without fear. It also relies on an open, learning-oriented culture where hierarchy takes a back seat to curiosity and respect.
Recent UK workplace research highlights why this matters. “Best Companies” data shows organisations that invest in employee voice and trust outperform others by up to 20% in engagement and retention. Reverse mentoring directly supports this by embedding listening and empathy into leadership behaviour.
A fresh approach to leadership
For housing associations striving to build truly customer-centric cultures, reverse mentoring offers both insight and impact. It helps leaders see their organisation through fresh eyes and act on what they learn.
The question isn’t whether reverse mentoring works, it’s whether you’re courageous enough to try it? If you’re ready to take that step and explore how reverse mentoring can strengthen your leadership and customer experience, contact simon@empathy-transformation.co.uk.
Read more from Simon on customer-centric leadership and culture transformation here.
About the author:
Simon Bernstein is a Housing Association Coach & Trainer specialising in customer experience and leadership. He has over 20 years’ experience helping Housing Associations to develop, create and embed a culture which is built around delivering excellence of customer experience at its core. Get In Touch – Empathy Transformation
