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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Customer Journey Mapping: helping you find the path to customer centricity?
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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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Regulator publishes new approach to VFM
The new approach to Value For Money (VFM) commences in less than three weeks – but the good news is that little has changed from the consultation document so there are no major surprises. The Regulator of Social Housing (RSH, previously HCA) has just published its finalised approach to VFM, which will be operative from …..Read the full article »
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Do managers know what customers think – or do they just think they do?
One of my favourite reads last year was Tomas Hult’s Do managers know what their customers think and why? in the Journal of the Academy of Marketing Science. The beauty of the article was its simplicity, revealing how perceptions can vary between providers and recipients of services. Or in other words, the managers and the …..Read the full article »
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Four common misconceptions about resident surveys
One of the best bits of my job is getting out to visit housing associations (especially when it’s sunny and the traffic is flowing). It’s always great to meet people doing their best for residents, get a better idea of how each association works, and to talk about the pros and cons of different approaches …..Read the full article »
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Tenants and the digital divide: what is the role for landlords?
I’ve mentioned residents’ internet access before now in my blogs, usually in the context of this being a limiting factor for landlords who would like to move their satisfaction surveys online. But this isn’t the only reason for social landlords to be interested in digital inclusion for tenants: many are themselves channel shifting services online …..Read the full article »
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Little and often: a good approach to monitoring tenant satisfaction?
It used to be accepted wisdom that a wide-ranging satisfaction survey every two or three years was the best way to keep tabs on what your tenants are thinking. This remains best practice, but times are changing: some landlords have stopped doing them altogether (bad idea), while some are doing them yearly. That might be …..Read the full article »
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Sector Scorecard: what we’ve learnt
Steve Smedley analyses what the Sector Scorecard tells us about the efficiency of smaller Housing Associations and their contribution to the supply of new homes. A lot has been riding on the development of the sector scorecard. A sector which has been under increasing governmental and regulatory scrutiny to demonstrate VFM whilst contending with an …..Read the full article »
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VFM consultation: what you need to know
By now you will have clocked that the HCA’s long-awaited consultation on the Value for Money standard was published last week and that VFM is even more important than the last time it was even more important. The basic principles remain the same: VFM is about maximising organisational objectives by having a comprehensive and strategic …..Read the full article »
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