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See the Person – “It’s not Ok” campaign to prevent stigma in social housing
The Guide explores the ways in which housing professionals and housing providers can create or reinforce stigma through language, behaviour and service delivery. The…
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Multi channel options for customer contact
Communicating information to tenants online is increasingly important for Housing Associations. But is pushing digital content in place of print the right approach? According…
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Consumer regulation and compliants – changes by the regulator
The English social housing regulator has changed its procedures to ensure consumer complaints against landlords are not incorrectly dismissed. According to Inside Housing: “The…
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Investing in Communities and Social Value
We like all the good advice on this site. Thanks to Katie at the NHF for sharing this with members. www.housing.org.uk/policy/investing-in-communities/what-is-community-investment/ Here is the…
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Boring reports – not here
As i was surfing this morning i came across this page. It is so true that our reports are not reaching the audience, see…
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Tenant satisfaction drops
Research reveals 40% of the 50 biggest associations show fall According to an exclusive report by Inside Housing: Customer satisfaction has slipped at the…
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5 ways to improve HA customer service
In a sector where customers can’t always choose their provider and success is not always measured in profits, housing providers have struggled to work…
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HCA review of Consumer Regulation
Following the previous Consumer Regulation Review of November 2013, The Homes and Communities Agency (“HCA”) have published its second review in September 2014. I…
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407 complaints about consumer standards to HCA
The Homes and Communities Agency (HCA) has pledged to promote its regulatory role more widely after dismissing 407 consumer complaints that were directed to…
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IPPR suggest a new relationship for citizens and public services
This landmark report sets out a new ‘relational state’ agenda for public service reform that would address complex problems holistically, provide more intensive and…
