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Latest member question: KPIs for income teams

A member is reviewing the KPIs they set for income teams and would be interested to hear which elements you measure, for example, arrears cases over £1,000 without a NOSP. If you can help, let us know below.

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Latest member question: contents insurance for residents

A member would be interested to hear if you work with a contents insurance provider. If so, how do you manage it, does a particular team lead on this? If you could share any background on this, they would be…

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Latest member question: satisfaction surveys

A member is reviewing their resident satisfaction survey specific to services such as cleaning and grounds maintenance. They’d be interested how often you carry out your surveys and if you have a copy you can share.

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Latest member question: DBS checks

A member would be interested to know how often you require DBS checks for front line staff. Can you help? Let us know below.

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Latest member question: damp and mould

We are keen to understand the level of damp and mould cases other providers have (as a percentage of total stock)? Being a relatively new provider of affordable and shared ownership homes, we have limited historic data and would appreciate…

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Latest member question: Right Care, Right Person

Are any RPs currently developing plans as part of the Right Care, Right Person approach? It would be great to hear from others around any measures being put in place / considerations to their approaches with the changes being reported….

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Latest member question: demand for level access showers

A local authority member is researching the demand for level access showers by Occupational Therapists for council owned dwellings. During the review of their Capital Projects budget and in particular the Adaptations budget, they have noticed an increasing volume of…

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Latest member question: complaints process

I would like to ask members if any organisations have a time limit for a customer to escalate a complaint to Stage 2 of their complaints process? Can you help? Let us know below.

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Latest member question: Universal Credit migration

A member is putting plans in place and would be interested to know how you are approaching your comms plans and what level of support you are offering residents with this. Can you help? Let us know below.

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Latest member question: secure methods of payment

So they can align their reporting, a member would like clarification on what you would classify as a secure method of payment. Would you include: Direct Debit APA Standing Order Housing Benefit. Can you help? Let us know below.

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Latest member question: valuation tools

A member would be interested who know what valuation tool others use for setting affordable rents. Can you help? Let us know below.

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Latest member question: forfeiture process

A member is reviewing their forfeiture process and would be grateful of some inspiration. Unfortunately a leaseholder had to go into a care home several years ago and is not engaging. The local authority have already had to force entry…

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Latest member question: KPIs for income teams

Latest member question: contents insurance for residents

Latest member question: satisfaction surveys

Latest member question: DBS checks

Latest member question: damp and mould

Latest member question: Right Care, Right Person

Latest member question: demand for level access showers

Latest member question: complaints process

Latest member question: Universal Credit migration

Latest member question: secure methods of payment

Latest member question: valuation tools

Latest member question: forfeiture process