Social housing services are built on the effective and efficient execution of policies, processes and procedures at the end of which is a real person. Get the customer service right and you should have an antidote to complaints. Drawing on previous webinars and other White Paper themes, Nitin and James explored what customer service excellence …..Read the full article »
Tenant Engagement: meeting the White Paper requirements
A recurring theme at our club meetings is about meeting the tenant engagement expectations in the White Paper. The sector has been struggling with the same issues for decades: how do we get tenants engaged and keep them engaged?; what methods work best?; what should tenants be involved in?; how do we know if we’re …..Read the full article »
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Update from the RSH
Jonathan Walters reflected on the present and future: what does the political & economic backdrop look like? What are the key risks and issues housing associations need to be considering? What is the latest on regulation, not least the development of consumer regulation? Having previously been at Ernst and Young and in working in social …..Read the full article »
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Building safety: what you need to know & how should you respond
Are you clear about the implications of the Building Safety & Fire Safety Bills and Chapter 1 of the Social Housing White Paper (‘To be safe in your home’) for smaller housing associations? What should you be thinking about and what should you be doing? Whether you’re sense-checking your current approach or wanting to get …..Read the full article »
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Regulatory consumer metrics: what it might look like
Curious about what a focus on consumer regulation backed by consumer metrics might look like? Look no further than Scotland. With the introduction of the Housing (Scotland) Act 2010, the Scottish Housing Regulator was given the statutory duty of protecting the rights and interests of tenants, homeless people and applicants. Kirsty explains how, since then, …..Read the full article »
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Housing software: learning from Covid, from strategy to implementation
Covid has changed a lot of things, not least the role of IT in service provision and how quickly new approaches can be implemented. There is also the question as to how technology might assist us with strategic challenges such as the Social Housing White Paper and the Fire Safety Bill. Colin Sales reflects on …..Read the full article »
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Benchmarking data-quality workshops 2021
Two data-quality workshops to help you get your benchmarking data right. Hosted by Steve Smedley and Nitin Parmar these sessions are aimed at staff tasked with submitting data for benchmarking, to help you ensure the quality and credibility of your data. Acuity benchmarking data quality workshop 1: getting it right – repairs, lettings, collection & …..Read the full article »
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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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