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What’s new in Resident Satisfaction?

Denise Raine from Acuity discusses how resident satisfaction surveys continue to be an essential tool to shape services, improve ways of working, and enhance the customer experience. But there are compelling drivers for a refresh: a renewed focus on consumer standards, growth in digital communications, innovation from other sectors, appetite for real-time feedback, and a …..Read the full article »

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Community Investment and Fundraising

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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Where we are & where we’re going – the view from CIH

Gavin Smart, CEO, Chartered Institute of Housing provides an overview of the economic and policy environment. How has the sector responded to the Coronavirus crisis? What is the likely impact? What is the sector’s role and what should be the policy response going forward? The presentation (from 19 May 2020) was part of Acuity’s ‘Understanding …..Read the full article »

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Universal Credit resources for landlords

Mark Poultney, Universal Credit Partnership Manager, Department for Work and Pensions describes how DWP is responding to the demands placed upon it by the coronavirus pandemic and housing associations can best work with DWP to smooth workflow at a fraught time.  Mark’s slides, below, are packed full of tips and links for landlords. The presentation …..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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Annual Reports

VFM: getting it right

It’s been a while since I wrote anything about value for money (VFM). As it’s come up at a number of benchmarking club meetings recently, I thought I’d recap where we are. Global accounts 2019: tidings of regulatory joy? Or mild frustration? The ‘new’ VFM standard has been operative since April 2018. As always, the …..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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