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The Flooding Conference 2024: Resilience, Management and Response

25th September 2024

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Women in Construction: Innovation and Leadership in the Built Environment

26th September 2024

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Navigating Menopause In The Workplace 2024

10th October 2024

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The Supporting Disabled People in the Workplace Conference 2024

15th October 2024

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The Supporting Care Leavers Conference 2024

16th October 2024

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Delivering Excellence in Housing Customer Services 2024

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Videos

Creating User-led Customer Service Strategies

20 minute watch

Jul 2023

Creating consistent customer service is key for any housing association when building a trusting relationship with residents. In this video, Annemarie Roberts, Executive Director of Customer Engagement at MOAT discusses the importance of involving customers in developing services to ensure their needs are met and they are heard by the board.

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Developing a Service User-Informed Approach to Improve Customer Services

21 minute watch

Jun 2023

There were failures in 86% of complaints handled by the housing sector last year. In this video, Adrian Foster, Customer Engagement Manager at Aspire Housing discusses the importance of listening to customers when developing service improvements and customer services in housing associations.

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Effectively Handling Customer Complaints in Social Housing

21 minute watch

Feb 2023

The Charter for Social Housing clearly defines the responsibility of housing associations to provide their residents with a high standard of customer service. Rebecca Reed is Head of Insight and Development at the Housing Ombudsman Service, she discusses the complaint handling network and what landlords can do to customer relationns in their organisations.

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Tackling Anti-social Behaviour to Ensure Safe Communities for Residents

23 minute watch

Jan 2023

Clarion Housing Group is Britain’s largest social housing landlord, providing a home to over 350,000 people across the country. In this video, Michelle Reynolds, Chief Customer Officer at Clarion Housing, discusses their customer strategy and how they have developed a victim centred approach to support residents with anti-social behaviour reports.

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