In today’s major cities, we are witnessing a concerning trend: the sense of ownership and responsibility among many citizens seems to have largely disappeared. This is particularly evident in areas where personal involvement and understanding of financial obligations, such as service charges, are crucial. More and more citizens appear to expect everything to be taken care of for them, without understanding what their own role is or what they are actually paying for. This behavior leads to frustration, both for managers and leaders who have to manage these situations.
Rising expectations: everything is done for us
We live in an era where convenience and quick solutions are the norm. From food delivery to digital services, everything is within reach with just a few clicks. However, this attitude of convenience seems to be extending to other areas of life as well. Instead of understanding how systems work or investigating what we are paying for, more and more citizens expect that everything will be arranged for them. Responsibility is entirely outsourced, and when things don’t go as expected, people are quick to point fingers at institutions or leaders.
Take, for example, service charges in the housing sector. Many tenants have no clear idea where their money is going. What exactly is covered by service charges? What services are provided, and what responsibilities do they have as tenants? These questions are often not asked, though the answers are crucial to understanding the relationship between tenants and landlords. This lack of understanding often leads to complaints or misunderstandings that could easily be avoided with a bit of effort and interest from the citizens themselves.
Escalation and frustration: managers and leaders under pressure
The lack of ownership and responsibility, however, not only leads to confusion among citizens. For managers and leaders who are responsible for managing services, buildings, or even entire systems, this creates enormous pressure. They are faced with complaints and demands from citizens who seem to have little understanding of their own role in the process. The result is often a situation where things are driven to extremes. Where a simple conversation and understanding of the situation could suffice, issues now escalate quickly because citizens demand more without having the necessary context or knowledge.
In addition, managers are under pressure to remain empathetic. Empathy is, of course, an important quality for leaders, but there is a balance problem when empathy is taken too far without clear consequences for citizens who consciously or unconsciously abuse the system. These citizens, whether dealing with the government, housing corporations, or other institutions, face too few boundaries and too much tolerance. A culture seems to be emerging in which every complaint must be taken seriously, regardless of its reasonableness. This makes the work of managers and leaders extraordinarily difficult.
The role of the media: lack of context and information
Another issue that exacerbates this situation is the failure of mainstream media to provide adequate context in certain cases of escalation. When situations get out of hand, the media often reports on them without giving the full background of the situation. This leads to a one-sided story where the citizen is presented as the victim and the institution or organization is portrayed negatively. The result is public pressure to show empathy and understanding for the citizen, while the actual situation may be far more complex.
The problem with the media is that they often do too little research into how a situation came about. As a result, the public only gets part of the story, leading to misplaced outrage and sometimes unjustified criticism of the institutions that enforce the rules.
Empathy vs. consequences: a necessary recalibration
While empathy is an essential value in modern society, it is also important that clear boundaries are set. Citizens who consciously or unconsciously abuse the system—whether it be the government, housing associations, or other services—must feel the consequences of their actions. This could mean, for example, stricter measures against tenants who refuse to take responsibility, or ensuring that citizens are better informed about the services they are paying for and their own role in them.
It is also crucial that we create a culture in which people are encouraged to take responsibility for their own lives and decisions. This starts with awareness and education, both from the government and from the media. People need to be encouraged to learn how systems work and what responsibilities they hold as citizens. This will not only lead to fewer misunderstandings and conflicts but also to a stronger and more resilient society.
Conclusion: time for action
The sense of entitlement with which many citizens outsource their responsibilities today is a growing problem that deserves serious attention. It is not only harmful to the institutions trying to provide services, but also to the citizens themselves, who are increasingly disconnected from their own role in the system. By raising awareness, providing more information, and attaching clear consequences to the misuse of systems, we can reverse this trend. Only then can we work towards a society where ownership, responsibility, and mutual understanding once again take center stage.