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The National Homelessness Event 2024: Working Collaboratively to Improve Homelessness Services

The National Homelessness Event 2024: Working Collaboratively to Improve Homelessness Services

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The Tackling Anti-Social Behaviour Conference 2024

The Tackling Anti-Social Behaviour Conference 2024

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The Corporate Environmental, Social and Governance (ESG) Conference 2024

The Corporate Environmental, Social and Governance (ESG) Conference 2024

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The Diversity and Inclusion in Business Conference 2024

The Diversity and Inclusion in Business Conference 2024

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Religion and Belief Inclusion at Work Conference 2024

Religion and Belief Inclusion at Work Conference 2024

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Delivering Excellence in Housing Customer Services 2024

Delivering Excellence in Housing Customer Services 2024

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Creating User-led Customer Service Strategies

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

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

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

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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