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members | Monday, 12 Oct 2026 – 14:20

Latest members question: triaging complaints

A member is reviewing their process for triaging complaints to improve consistency, reduce incorrect routing and make the customer journey clearer from the outset They would be interested to hear: Do you use a decision … Read more

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Suzy Histon | Monday, 28 Sep 2026 – 9:50

Latest member question: rent elements for new developments

Our first set of developments are now available, and this has sparked a debate if we should load the rent element as one gross amount onto our system, which residents will in turn be able … Read more

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Suzy Histon | Friday, 11 Sep 2026 – 16:54

Latest member question: sensitive let process

Following the Spotlight on Noise report recommendations, a member would be keen to hear from others who follow a sensitive let process. They would like to know: What criteria do you use to shortlist against? … Read more

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Suzy Histon | Tuesday, 11 Aug 2026 – 11:23

Latest member question: letting brand new properties

A member would be keen to speak to other stock holding local authorities regarding positive practice of letting of newly built council homes, particularly where arrangements are in place to ensure properties are occupied quickly … Read more

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Suzy Histon | Tuesday, 28 Jul 2026 – 15:50

Latest member question: void costs

A member would be keen to hear whether: Your void costs and increasing Whether you carry out exit interviews before the end of the tenancy Whether the exit interview reduced costs or improved the handover … Read more

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Suzy Histon | Tuesday, 14 Jul 2026 – 13:48

Latest member question: permission for alterations in leasehold properties

A member would be keen to hear from others which alterations they allow and what charges are made. They would also be interested to know whether you receive any support from surveyors. If you’d like … Read more

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Suzy Histon | Wednesday, 24 Jun 2026 – 10:30

Latest member question: merging systems

A member from an organisation who has recently merged with another would be interested to hear how complaints teams combined their Housing Ombudsman portal. As the merger is relatively recent, their email addresses have not … Read more

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Suzy Histon | Thursday, 18 Jun 2026 – 11:42

Latest member question: Section 20 packages

As leaseholders are receiving significantly high major works bills the comments and observations we are receiving on the back of the statutory Notices are increasing not only in volume but in complexity too. There is … Read more

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Mike Rawlings | Thursday, 18 Jun 2026 – 9:55

Latest member question: rent convergence

Morning, With regards to the rent convergence on next years rent increase. The agreed amount currently being £1 but within our business we have some tenancy’s that are 48W and 50W, would this allow us … Read more

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Kamaran Rasheed | Monday, 01 Jun 2026 – 10:06

Latest member question: H&S accountability

Under the Social Housing Regulation Act 2023, a dedicated Health and Safety Lead for the organisation is required to be named.  Could organisation please let me know: How organisations are reflecting this in policy or … Read more

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