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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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Videos

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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Videos

Implementing Digital Tools to Improve Resident Engagement

18 minute watch

Apr 2023

In 2022, 65% of complaints brought to the Housing Ombudsman were found to have maladministration. In this video, Jane Porter, Chief Operating Officer of Optivo discusses the benefit of digital tools in housing association and how reviewing their complaints services has improved the engagement they have from residents.

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Videos

Developing Tenant Satisfaction Measures to Deliver High-quality Social Housing

19 minute watch

Mar 2023

In 2020, the Charter for Social Housing Whitepaper Residents defined the responsibility of housing associations to provide residents with high standards of customer service. In this video, Angela Holden Deputy Director for Consumer Regulations at the Regulator for Social Housing discusses the role of regulators within social housing and what the tenant satisfaction measures mean for housing associations.

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Articles

The Benefits of Using Intergenerational Programmes in Care Settings

6 minute read

Feb 2023

Rochdale Boroughwide Housing are the UK's first tenant and employee co-owned housing society. They discuss working in partnership with Rochdale Sixth Form to deliver an intergenerational programme to both improve tenants technological skills and help students understand the positive impact they have on the older generation.

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Videos

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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Videos

The Social Housing Regulation Bill: Ensuring a Well-Regulated Social Housing Sector

22 minute watch

Jan 2023

The Regulator for Social Housing Sector Risk Profile outlines the key risks the social housing sector is facing. Will Perry, Director of Strategy at the Regulator for Social Housing discusses the Social Housing Regulation Bill and the growing challenges the housing sector is facing.

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Videos

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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Videos

Ensuring a Robust and Well-Regulated Housing Sector

22 minute watch

Dec 2022

Costs are rising faster than the rate of inflation with construction costs rising by 9.6% in June 2022 alone. In this video, Will Perry, Director of Strategy at the Regulator for Social Housing discusses of impact of inflation on the housing market and the context of investment on their housing stock.

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Videos

Developing a Partnership Approach to Preventing Homelessness

20 minute watch

Nov 2022

The number of people homeless in England is expected to rise by a third by 2024. Neil Munslow MBE, Active Service Manager at Newcastle City Council, shares how the city have worked in partnership to develop a long term approach to preventing homelessness.

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Videos

Delivering Estate Maintenance Improvements to Uphold Long-Term Building Safety Standards

22 minute watch

Aug 2022

In April 2022, the Building Safety Act became law, transforming existing regulations to ensure residential buildings are constructed and maintained safely. In this video Brent O’Halloran, Building Safety Advisor at Clarion Housing shares some of the impacts of the act on the housing sector and the importance of trust between tenants and landlords to deliver effective building safety strategies

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Government Updates

The Charter for Social Housing Residents: Social Housing Whitepaper

21 minute read

Aug 2022

The Charter for Social Housing Residents outlines better protection for social housing residents. The new charter sets out what every tenant should be able to expect from social housing, making sure they are safe, listened to and live in good quality homes.

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