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Improving Health Outcomes in Marginalised Communities 2024

14th May 2024

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The Mental Health in the Workplace Conference 2024

14th May 2024

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Tackling Fraud in the Public Sector 2024

22nd May 2024

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The Social Housing Services Conference 2024

23rd May 2024

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The National Homelessness Event 2024: Working Collaboratively to Improve Homelessness Services

11th June 2024

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Delivering Excellence in Housing Customer Services 2024

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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

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

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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