Housing • Government Events

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

Empowering Victims of Anti-Social Behaviour and its Importance in Successful Case Management

1 minute watch

Jun 2023

Almost 2 million ASB reports went unattended by 34 police forces in England and Wales over 3 years between 2019 and 2021. In this video, ASB Help share some of the devastating impacts of antisocial behaviour case mismanagement to highlight how services can better support victims.

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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

Improving ESG Credentials to Attract Investor Interest and Stabilise Finances

1 minute watch

May 2023

ESG and sustainability are key drivers for banks and investors. In this video, Donald McKenzie from Metropolitan Thames Valley discusses why businesses should enhance their ESG credentials and how they can do this, using Metropolitan Thames Valley Housing as a case study.

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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

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

Delivering Wrap-Around Support for Vulnerable Survivors of Modern Slavery

18 minute watch

Apr 2023

12,727 people were referred to authorities as suspected victims of modern slavery in 2021, according to Home Office data. Dr Julia Tomas is the anti-slavery coordinator at the Passage, in this video she discusses the multi agency case conference approach they have in place to provide wrap around support for survivors of modern slavery.

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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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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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