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How does it fit together? Benchmarking, VFM and Sector Scorecard.

This briefing seeks to explain the connection between VFM measurement, Benchmarking and the Sector Scorecard so that Acuity SPBM members can better understand their position and respond. It considers: how we got here the Regulator of Social Housing’s (RSH) new regulatory metrics the Sector Scorecard timetable for collecting and reporting the Scorecard data including the …..Read the full article »

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GDPR challenges for landlords

Will GDPR stop you doing customer satisfaction surveys?

It’s now just weeks until the rules on data protection change dramatically. Alarming headlines about the implications of the General Data Protection Regulation (GDPR) changes are worrying for landlords. Can you still share data to enable third-party research organisations – like Acuity – to undertake surveys? Clearly, this is an issue we take very seriously, …..Read the full article »

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Regulator publishes new approach to VFM

The new approach to Value For Money (VFM) commences in less than three weeks – but the good news is that little has changed from the consultation document so there are no major surprises. The Regulator of Social Housing (RSH, previously HCA) has just published its finalised approach to VFM, which will be operative from …..Read the full article »

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Do managers know what customers think – or do they just think they do?

One of my favourite reads last year was Tomas Hult’s Do managers know what their customers think and why? in the Journal of the Academy of Marketing Science. The beauty of the article was its simplicity, revealing how perceptions can vary between providers and recipients of services. Or in other words, the managers and the …..Read the full article »

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Four common misconceptions about resident surveys

One of the best bits of my job is getting out to visit housing associations (especially when it’s sunny and the traffic is flowing). It’s always great to meet people doing their best for residents, get a better idea of how each association works, and to talk about the pros and cons of different approaches …..Read the full article »

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Tenants and the digital divide: what is the role for landlords?

I’ve mentioned residents’ internet access before now in my blogs, usually in the context of this being a limiting factor for landlords who would like to move their satisfaction surveys online. But this isn’t the only reason for social landlords to be interested in digital inclusion for tenants: many are themselves channel shifting services online …..Read the full article »

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Little and often: a good approach to monitoring tenant satisfaction?

It used to be accepted wisdom that a wide-ranging satisfaction survey every two or three years was the best way to keep tabs on what your tenants are thinking. This remains best practice, but times are changing: some landlords have stopped doing them altogether (bad idea), while some are doing them yearly. That might be …..Read the full article »

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sector-scorecard

Sector Scorecard: what we’ve learnt

Steve Smedley analyses what the Sector Scorecard tells us about the efficiency of smaller Housing Associations and their contribution to the supply of new homes. A lot has been riding on the development of the sector scorecard. A sector which has been under increasing governmental and regulatory scrutiny to demonstrate VFM whilst contending with an …..Read the full article »

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VFM consultation: what you need to know

By now you will have clocked that the HCA’s long-awaited consultation on the Value for Money standard was published last week and that VFM is even more important than the last time it was even more important. The basic principles remain the same: VFM is about maximising organisational objectives by having a comprehensive and strategic …..Read the full article »

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Happier tenants, better value for money: where do you want to be in 2018?

Listening to residents has been at the heart of my career for over 20 years now, and I believe recent events are going to make this an even more important activity for social housing providers. We will have to wait to find out whether the official Grenfell enquiry considers to what degree residents’ views were …..Read the full article »

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