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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: 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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SPBM Benchmarking 2017 – 2018 Calendar

Please note the following dates: Q1 (April – June 2017 data)  Period end 30 June Data entry deadline Friday 25 August 2017 Q2 (April – September 2017 data)  Period end 30 September Data entry deadline Friday 10 November 2017 Q3 (April – December 2017 data)  Period end 31 December Data entry deadline Friday 9 February …..Read the full article »

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The only thing I’m sure about is uncertainty

The social housing sector is at a crossroads with the lights stuck on red, thanks to a series of unfortunate, and now tragic, events. We started with a government gleefully declaring war on red tape, culling regulators and regulation and simultaneously dismantling public services and the welfare state, including social housing. They pursued, with religious …..Read the full article »

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Why the job’s not done till you’ve told them about it

 (Vital housing research questions, and what to do with the answers part 4) So you’ve found out what’s depressing your resident satisfaction statistics, and you’ve got a plan. Actually, you’ve got more than a plan, you’ve been running a new system for six months or more. But your tenants don’t seem to be any happier. …..Read the full article »

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Keep in the (feedback) loop to ensure resident satisfaction and self-improvement are on track

 (Vital housing research questions, and what to do with the answers part 3) Recent events tell us that you cannot put enough stress on finding out what your residents think, both formally and informally. Resident surveys underpin your understanding of what’s going on with your services and your tenants, and it’s important to make them work …..Read the full article »

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