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Refining your approach to Complaints? This Acuity research will help.

The way social landlords deal with complaints is in the spotlight. The Housing Ombudsman – now with added powers – has set out its expectations in a Complaint Handling Code and expects robust policies and practice to be in place by 31 March. The Social Housing White Paper similarly pulls no punches with an entire …..Read the full article »

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Struggling to improve customer satisfaction? This Acuity research will help

As the sector prepares for active consumer regulation, what can we learn from recent tenant feedback about good and bad customer service? Denise Raine lifts the lid on the new ‘easy to deal with’ STAR satisfaction question. What we did We looked at the results of 20 surveys that included feedback from 10,000 tenants conducted …..Read the full article »

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NHF Code of Governance 2020: a road map

Acuity associate Nitin Parmar steers us through the implications of the new NHF code to help executive teams and board members decide a way forward. This webinar considers what’s changed, how it reflects the recent Social Housing White Paper and post-Grenfell operating environment, pros and cons of adoption and the alternatives. This webinar aims to …..Read the full article »

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White Paper: Rebalancing regulation, consumer regulation is back

As a set of principles, aims and ideas, the Social Housing White Paper: The Charter for Social Housing Residents is, potentially, a game-changer. If it all goes ahead, the required changes will take years of effort, rather than months, by the Regulator for Social Housing (RSH), social landlords and residents. It’s a call to action …..Read the full article »

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White Paper: resident satisfaction and consumer metrics

As an organisation that specialises in resident satisfaction surveys and benchmarking data, we naturally have an interest in the White Paper’s proposed dashboard of consumer metrics. It’s also important that we give our customers the best possible advice as they consider the White Paper’s implications. Like you, we are considering what action we need to …..Read the full article »

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Acuity Webinars

CIH Housing Policy Overview

James Prestwich, Director of Policy and External Affairs at the Chartered Institute of Housing, discusses how a scrapped autumn budget and paused spending review leaves housing policy and investment and the levelling up agenda; implications of planning reforms; the long-awaited White Paper and revamp of consumer regulation; a soon to be finalised Building Safety Bill …..Read the full article »

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Acuity Webinars

The Housing Ombudsman’s Complaint Handling Code

Emma Foxall, Deputy Ombudsman at the Housing Ombudsman Service discusses the new complaint handling code. The new code overhauls the housing complaints system from how landlords manage complaints to the powers the Ombudsman has to take action on behalf of tenants. Emma covers the implications for the sector, the self-assessment requirement and what happens next. …..Read the full article »

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Acuity Webinars

Fundraising opportunities for Housing Associations

Luke Southall and Rahul Bissoonauth from Oaks discuss the fundraising opportunities available to smaller associations, taking a specific look at grants from trusts, foundations and other institutions. They will focus on current opportunities in the sector, and provide an overview of the key requirements and steps required to be successful in this fundraising area. The …..Read the full article »

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Acuity Webinars

Effective Governance – what makes a great Board?

Samantha McGrady, Director at DTP, examines what effective governance really is, what it looks like and its characteristics. The session included a focus on diversity in boards, ‘what’s new’ in governance and the new NHF Code of Governance, plus a look at key current governance themes and challenges. The webinar was originally broadcast on Tuesday …..Read the full article »

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Acuity Webinars

Covid 19: disruption and innovation

Ian Wright, CEO of Disruptive Innovators Network explores the drivers of disruption in social housing, how leaders are responding to the pandemic and what successful businesses outside the sector have been doing to take advantage of the opportunities the crisis has thrown up. In particular, we hear about emerging new ways of working, the deployment …..Read the full article »

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