Luke Southall and Rahul Bissoonauth from OAKS provide a masterclass in community investment and fundraising. Exploring the most effective strategies and how best to utilise your skills, resources and time. The session identifies opportunities to generate additional income for your community activity, ranging from securing grants and corporate partners to managing fundraising campaigns and procuring …..Read the full article »
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Acuity Coronavirus Signpost
This page brings together key sources of information for housing providers responding to the challenges of the coronavirus pandemic. The page is updated regularly as we continue to pick up new information. If you are aware of any useful resources which we have omitted please let us know (click here). Acuity benchmarking network Use your …..Read the full article »
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First look at HouseMark STAR – best practice in customer satisfaction
Finally, it’s been released and we can all start to think about how to use it. HouseMark STAR, developed with input from 300 landlords and more than 13,000 residents (and me!) is available online and so is the guidance on how to use it. I’ve been lucky enough to be part of an 11-organisation steering …..Read the full article »
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What do tenants want? Capturing The Customer Voice II
Following the release of our extensive research into how landlords capture the customer voice, we are now pleased to share the findings from HouseMark’s online resident survey, completed by close to 8,000 people. This is one of the largest resident consultation activities carried out in recent years, with respondents from a range of landlord types …..Read the full article »
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Capturing The Customer Voice – phase 1 of the review published
Resident satisfaction surveys continue to be an essential tool used to shape services, improve ways of working and enhance the customer experience of residents across the social housing sector. In 2011, HouseMark launched what is now the dominant framework for capturing and comparing customer satisfaction, STAR. With more than 300 landlords regularly using it to …..Read the full article »
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Does survey timing affect the results you get?
A frequently asked question when we’re scoping a project is: when is the best time to send out a survey? You might think that the summer is optimal because the sun makes people happier, and there is evidence to support that. But being in a good mood may not mean you rate a product or …..Read the full article »
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Safe, warm and sheltered: is that how your tenants feel?
The Danes – regularly named as the happiest people in the world – talk about hygge. Roughly translated, hygge means feeling safe, warm and sheltered in a storm, usually with friends or family. The concept of hygge has spread worldwide in the past few years. Since the Grenfell fire two years ago, landlords have started …..Read the full article »
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Using satisfaction data to drive a better customer experience
In the commercial sector, good customer experience (CX) is critical to success. In fact, Gartner research from 2018 found that over 80% of commercial organisations expect to compete mainly based on customer experience in 2019. Nearly three-quarters of organisations in their multi-country survey now have a dedicated CX team, of which more than a quarter …..Read the full article »
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You’re never too small for a survey
Finding out what your residents think is now a way of life in the social housing sector. But some smaller providers have concerns around cost, confidentiality and benefit. We’ve recently been working with some of the smallest landlords in the industry, with under 100 homes – and we’ve all been blown away by the results. …..Read the full article »
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Get more out of your surveys
Customer satisfaction surveys are important, but you don’t have to do the same old thing every time. I’ve been working with landlords who are supplementing the core questions with some really interesting enquiries – and the results are even more interesting. For instance, what about your residents’ aspirations? In the past everyone has probably asked …..Read the full article »
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