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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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Articles

The Tools Needed to End Veteran Homelessness

4 minute read

Jun 2023

There are many challenges homeless veterans face when accessing services on their journey out of homelessness. Lee Buss-Blair, Director of Operations at Riverside Housing discusses some of these issues and Op Fortitude funding which is in place to help the development and delivery of a centralised referral pathway for homeless veterans.

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Videos

Single Homeless Project: Overcoming Barriers to Supporting Survivors Experiencing Domestic Abuse and Homelessness

32 minute watch

Apr 2023

Domestic abuse both causes and perpetuates homelessness for women. In this video, Lucy Campbell, Head of Multiple Disadvantage at Single Homeless Project, discusses the intersection of domestic abuse with women’s homelessness and other forms of multiple disadvantage experienced by women. She shares research backed strategies for a ‘whole person’ response over siloed commissioning, aiming to counteract women’s experiences of judgement and blame with strength-based approaches.

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Articles

Taking steps towards Ending Veteran Rough Sleeping

5 minute read

Jul 2022

Between 3-6% of homeless people in the UK come from an armed forces background. Lee Buss-Blair, Director of Operations-Care and Support Functions at Riverside homes, he shares with us some of the steps needed to end veteran rough sleeping.

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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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Case Studies

The Role of Housing Associations in Combatting Domestic Abuse

7 minute read

Feb 2022

Housing providers have a duty to safeguard at risk adults in their homes. The pandemic challenged how they safeguard people at risk of domestic abuse and trained staff to spot the signs. This case study looks at how Sovereign Housing Association adapted safeguarding services for residents throughout the pandemic.

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Case Studies

Providing Safe Homes for Survivors of Domestic Abuse

5 minute read

Jan 2022

Covid-19 has had a huge impact on domestic abuse services with 1 in 6 homeless cases registered between April and June 2021 being survivors of domestic abuse. Housing service providers need to find ways to improve services for survivors and to collaborate with partner organisations to provide the best possible support for survivors.

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Videos

Homelessness 2021: Securing Safe Housing For All Through Effective Housing Support Services

18 minute watch

May 2021

Polly Neate, Chief Executive of Shelter, spoke about Securing Safe Housing For All Through Effective Housing Support Services at The National Homelessness Event, 2021.

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