We are pleased to report that the University of Westminster’s Corporate Services Management Programme has received its second award. It is runner-up in the Talent Retention category of the Chartered Management Institute’s prestigious national management and leadership awards. Last year the programme won the Leadership Foundation for Higher Education’s Staff Development Impact award. We have …..Read the full article »
Archive | Skills & Projects RSS feed for this section
With an expectation that the TSA will shake-up the way resident satisfaction data is collected we have been closely following recent thinking and debate on what changes should be made. Have we been impressed? Well, not really. While there must now be doubt that resident satisfaction is high on its priority list given the bigger issues …..Read the full article »
Smaller housing providers now have the opportunity to be part of what is fast becoming a national performance benchmarking network for smaller housing providers. Things have really moved on since our last newsletter (November 2009) in which we reported on our work with two benchmarking groups for smaller housing associations. More than 30 other organisations …..Read the full article »
In an ideal world, organisations would approach customer satisfaction measurement by establishing what is important to their customers before they decide what they are going to ask. They would use surveys to identify what is driving satisfaction, what satisfaction means to different groups of customers and what they can and cannot do to influence satisfaction …..Read the full article »
Benchmarking and peer review is a key part of the Tenant Services Authority’s model of co-regulation and that makes it a good time for all of those involved in performance comparisons to be reviewing their performance indicators. We have initiated a project with our benchmarking groups and other small associations to agree a core set …..Read the full article »
A residents’ conference can be a great way to engage with your residents in interesting and innovative ways, helping put faces to names and improve communications. We think conferences can also provide an excellent opportunity for residents to express their views on services and their relationship with their landlord. If they are well designed they …..Read the full article »
This blog is a forum for exchanging ideas and sharing information.