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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

Providing Person-Centred Support to Prevent Tenants from Experiencing Homelessness

23 minute watch

May 2023

According to Hightown Housing Association, only 22-24% of housing association lettings go to homeless households. In this video, David Bogle from HHA discusses how Homes for Cathy works to improve the homelessness housing system through various campaigns and heightened support for tenants.

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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

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

Tailoring Engagement Strategies to Involve a Range of Tenants

1 minute read

Aug 2022

In 2020, the Government launched the Charter for Social Housing Residents White Paper. This sets out new expectations for housing associations and local authorities to improve tenant engagement and accountability in the social housing system. In this video, Emma Warwick, Head of Service Neighbourhoods & Housing and Steve Shirra, Business Insight & Quality at Hull City Council share how their council has used the pyramid of engagement model to improve tenant engagement in their social housing stock.

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Case Studies

Identifying and Working to Support Victims of Cuckooing

6 minute read

Jul 2022

Using a Community Safer Grant, Stockport Homes were commissioned to undertake a 16 month pilot project to address the issue of cuckooing in the borough. Liz Smith, Head of Anti-Social Behaviour shares with us how they have supported vulnerable tenants who are victims of cuckooing.

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Videos

Implementing the Housing First Pilot Scheme Nationwide

22 minute watch

Jul 2022

In 2019, the UK Government pledged £28 million to launch 3 Housing First Pilots as part of a strategy to end rough sleeping by 2027. Mike Hughes, Project Manager of Greater Manchester Housing First, shared with us how the Housing First Pilot has been able to rehouse over 300 people who were homeless or at risk of becoming homeless.

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Articles

The Importance of Having a Gendered Approach to Housing First

6 minute read

Jul 2022

1 in 4 women will experience domestic abuse in her lifetime, and often women experience this alongside homelessness. Louisa Steele, Housing First and Homelessness Project Manager at Standing Together Against Domestic Abuse, shares how the Westminster Violence Against Women and Girls Housing First project are working to deliver tailored support and housing for women.

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Articles

Improving Customer Service – Campaigns at Golding Homes

8 minute read

May 2022

In November 2020, the Charter for Social Housing Residents, a social housing white paper, defined the responsibility of housing associations to provide residents with a high standard of customer service. We heard from Annemarie Roberts, Director of Operations, Golding Homes about their Customer centred Service Campaign What about Shirley.

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Articles

Discussing Workforce Challenges in the Housing Sector

6 minute read

Mar 2022

The housing sector has been struggling with recruiting new talent and retaining its workforce. Lee Buss-Blair Director of Operations at the housing provider Riverside, shared how his organisation are tackling workforce issues.

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Interviews

In Conversation with Ed Tytherleigh: How can we end Homelessness?

13 minute read

Feb 2022

In 2018 the Government announced the Rough Sleeping Strategy pledging to halve rough sleeping by 2022 and end it by 2027. The ‘Everyone In’ initiative during the pandemic showed that this was possible. We spoke to Ed Tytherleigh, Director of Support and Housing at Centrepoint about ways central government, local government and charities can work together to end homelessness.

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