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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

Delivering Effective Antisocial Behaviour Services in Social Housing

23 minute watch

Jun 2023

The police recorded 1 milloin incidents of anti-social behaviour in the year ending December 2022. In this video, Mark Fitton, Community Safety Manager at ForHousing shares how the implementation of triage services and community safety officers has streamlined communications in anti-social behaviour cases and provided better support for service users.

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Videos

Working with Residents to Tackle Anti-Social Behaviour and Build Safer Communities

25 minute watch

May 2023

The police recorded 1 million incidents of anti-social behaviour in the year ending December 2022. In this video. Marek Witko, Regional Director of Housing at Clarion Housing discusses the benefits of working with residents to tailor Anti-Social Behaviour policies and create a victim centred approach to addressing incidents.

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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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Government Updates

Government Update: The Anti-Social Behaviour Action Plan

4 minute read

Apr 2023

Police forces across England and Wales forces received 1,039,579 crime reports about anti-social behaviour (ASB) in 2022. To support local authorities and police in decreasing incidents of ASB, the government has recently launched the Anti-Social Behaviour Action Plan. This article provides a summary of the key points shared in the plan.

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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

Working in Partnership to Support Vulnerable Households in the Cost of Living Crisis

1 minute read

Apr 2023

There were 208 fire-related fatalities in dwellings fires between 2021 and 2022. In this video, Steve Fisher and Carol Frances, are Local Risk Crew Managers at Devon and Somerset Fire and Rescue discuss common fire risks for vulnerable tenants and how referrals to fire services for safety visits can prevent these.

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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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Videos

Engaging with Tenants to Reduce Greenhouse Emissions

21 minute watch

Feb 2023

For the UK Government to reach the target of net zero by 2050, the energy efficiency of homes needs to be improved as the average UK household emits 2.7 tonnes of CO2 every year from heating their homes alone. James Caspell, Neighbourhood Director of Lancaster West Neighbourhood team, Royal Borough of Kensington and Chelsea discusses engaging with tenants to co-design energy-efficient strategies to reduce emissions in the neighbourhood.

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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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