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Consultation on the introduction of tenant satisfaction measures (TSMs) with the RSH

Following on from our autumn webinars, we were delighted to welcome back Robert Dryburgh, Assistant Director, Business Intelligence, RSH. This session took a closer look at the consultation, providing the opportunity for clarification and for you to feedback your thoughts. The webinar originally broadcast on 27 January 2022. The recording of the session is available …..Read the full article »

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Choosing to be a great landlord: can culture be the key to REVving up your resident/landlord relationship?

As part of our autumn webinar series, Acuity welcomed Anne Taylor, CEO, Thorngate Churcher Trust. White Paper observations on the need for a more customer focussed and responsive sector made for uncomfortable reading for some landlords. Could adopting a values-based organisational culture be the key to providing a consistently high service valued by residents? Reflecting …..Read the full article »

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TSMs Part 2: how tenant surveys are evolving in readiness for TSMs and Consumer Regulation

Covid, environmental considerations and the changes heralded by the White Paper are making social landlords rethink their priorities, service offer and relationship with tenants – decisions that need excellent intel. Denise took a practical look at getting your tenant surveys right: how they have evolved over the past year; what kind of questions and survey …..Read the full article »

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Tenant engagement: what does good look like?

As part of our autumn webinar series, Acuity welcomed Michael Hill, Business Development Manager, TPAS. The White Paper topic that just won’t go away! Tenant engagement specialist, Michael, reflected on what the government and RSH are looking for and what you should be doing. He will also consider: the age-old puzzle of getting tenants engaged; …..Read the full article »

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TSMs Part 1: an update on the Tenant Satisfaction Metrics from the RSH

Heralded by the White Paper, the Tenant Satisfaction Metrics (TSMs), aim to make social landlords more accountable through the transparency they will afford to all stakeholders. With the formal consultation on the TSMs due to start at the end of the year, Rob updated us on the likely direction of the proposals following the RSH’s …..Read the full article »

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Complying with the Rent Standard

A common factor in regulatory downgrades over the past two years, compliance with the Rent Standard is still very much on the Regulator’s agenda. This session set out: what the rent regulations are and associated legislation; what you need to know about your rents to be assured about compliance; and where the risks and tricky …..Read the full article »

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Update from the RSH

Jonathan Walters reflected on the present and future: what does the political & economic backdrop look like? What are the key risks and issues housing associations need to be considering? What is the latest on regulation, not least the development of consumer regulation? Having previously been at Ernst and Young and in working in social …..Read the full article »

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Achieving net zero carbon targets: accessing funding and overcoming barriers for smaller housing organisations

Smaller housing organisations must address specific challenges to make a real impact when working towards net zero carbon goals. This webinar began by picking apart the policy gaps and uncertainty that is halting progress and will also look at Raven’s decarbonisation journey: how they have made the most of resources available, key milestones/successes   The …..Read the full article »

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Customer Service Excellence

Social housing services are built on the effective and efficient execution of policies, processes and procedures at the end of which is a real person. Get the customer service right and you should have an antidote to complaints. Drawing on previous webinars and other White Paper themes, Nitin and James explored what customer service excellence …..Read the full article »

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Tenant Engagement: meeting the White Paper requirements

A recurring theme at our club meetings is about meeting the tenant engagement expectations in the White Paper. The sector has been struggling with the same issues for decades: how do we get tenants engaged and keep them engaged?; what methods work best?; what should tenants be involved in?; how do we know if we’re …..Read the full article »

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