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SPBM Benchmarking 2018 – 2019 Calendar

Please note the following dates and deadlines for submitting SPBM benchmarking data. : Q1 (April – June 2018 data)  Period end 30 June Data entry deadline Friday 31 August 2018 Q2 (April – September 2018 data)  Period end 30 September Data entry deadline Friday 12 November 2018 Q3 (April – December 2018 data)  Period end …..Read the full article »

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Digital transformation: easier and cheaper than you think

There are many advantages to being small. You have more legroom on a plane; you tend to bump your head less often; limbo is easier and you can get a job as a jockey. When applied to a business, you’re more likely to know the names of all your team (and probably their partners), you’re …..Read the full article »

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GDPR and CORE Data: what housing providers need to know?

Now that the dust has settled on the introduction of the General Data Protection Regulations, many of us are thinking more about how the new rules will work in practice. For those of us in social housing, one of the obvious question marks comes over the sharing of CORE (COntinuous REcording) data with the Ministry …..Read the full article »

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Customer satisfaction: not rocket science, but rocket fuel

Do your internal process measures tell you how good your service is for your customers? More importantly, do your measures of customer-perceived quality confirm it? Service quality is a subjective concept, and there are distinct differences between ‘internal process quality’ (the type of quality measures managers measure) and the ‘true’ quality obtained from the customer. …..Read the full article »

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There’s a customer experience revolution going on – but are our own customers being left behind?

Technology is at the heart of how many organisations engage with their clients on a day to day basis. According to The Path to 2020, a worldwide marketing research report by the Economist Intelligence Unit, it is believed that by 2020 customer experience will drive brands more than ever, leading to loyalty and a rising …..Read the full article »

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Salaries Comparison for Smaller Housing Associations 2018

Once again this year Acuity is running its comparison of salaries, terms and conditions for smaller housing providers. Participants will receive a detailed report with a comparison and analysis of the terms and conditions offered by different providers that will help them and their Boards judge how the pay and rewards they offer compare with …..Read the full article »

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Customer Journey Mapping: helping you find the path to customer centricity?

What is a customer-centric organisation? How – and why – should you become one? And how difficult is the process? The idea has been around for more than 50 years, and Google offers more than a million results if you’re searching for a definition (which varies, but “Creating a positive consumer experience at the point …..Read the full article »

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Annual Reports

VFM just got personal – setting corporate targets

It’s easy to lose sight of the challenge embedded in the new approach to VFM. No self-assessment to sweat over and a set of regulatory metrics that the sector finds uncontentious because housing associations pretty much dreamt them up as part of the Sector Scorecard. So where’s the catch? It’s all to do with the …..Read the full article »

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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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