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Latest member question: patches for Neighbourhood Managers

A member would be interested to hear whether you use a tool to map out your team’s patches. Can you help? Let us know below.

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Latest member question: demographic reporting terminology

A member would like to get some input from others on current terminology used for demographic reporting. They are currently reviewing the language they use (for example replacing BAME with minoritised ethnic). It would be really helpful to know the…

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Latest member question: communal areas and waste removal costs

A member would be interested to know how you recover costs for waste removed in communal areas where you haven’t identified the person responsible. Would you charge this back? Can you help? Let us know below.

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Latest member question: EDI data gap

As discussed in our recent best practice group, we are also looking at closing our customer’s EDI data gap. In the session, other members mentioned their operatives were updating this information via a tablet or phone whilst visiting resident’s homes….

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Latest member question: automatic number plate recognition cameras

Does anyone have details of reliable companies which provide ANPR cameras? We have an estate with illegal parking from non-residents and are unable to place a traffic management order due to the boundaries of two boroughs. Residents have agreed for…

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Latest member question: policies for new lease model

Hi Members Hi everybody.. I’m in the process of pulling together some policies, procedures on the new model lease (2021-26 AHP funding.) The aspects I’m looking into are management of the properties and also the administration of the Initial repairs…

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Latest member question: cross service complaints

I would be interested to know how other Housing Associations manage a complaint that covers two or more service areas. Do you log the complaint to both/all service areas with each service sending their own response or do you ask…

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Latest member question: mould washes

A member would like to know, if you are completing mould washes and it affects decoration, what are you doing to make good or compensate? If you can help, let us know below.

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Latest member question: service charge software

I am currently seeking some feedback on what software organisations are using to manage service charges. Do you have a standalone piece of software or is it built into your housing management systems. Or something else? Any feedback would be…

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Latest member question: Stage one and two response letters – meeting the Code vs keeping responses customer friendly

A recent article in Inside Housing discussed the need to balance the requirements of the HOS Complaint Handling Code, with sending letters that are customer friendly, and easy to read – finding that balance between ‘people’ and ‘process’. I would…

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Latest member question: PR & Marketing contract tendering

We will shortly be requesting tenders for our PR & Marketing agency services contract. I’m keen to understand how others (particularly smaller HAs in the Yorkshire region) undertake their PR & Marketing requirements? Is this provided from one agency or…

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Latest member question: scrutiny panels

I’d like to hear from any organisations (especially tenants of same) whose scrutiny panels have carried out reviews of lettings and related processes, especially pre-termination, pre-tenancy, sustainability, along with the customer offer. We are keen to highlight areas of positive…

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Latest member question: patches for Neighbourhood Managers

Latest member question: demographic reporting terminology

Latest member question: communal areas and waste removal costs

Latest member question: EDI data gap

Latest member question: automatic number plate recognition cameras

Latest member question: policies for new lease model

Latest member question: cross service complaints

Latest member question: mould washes

Latest member question: service charge software

Latest member question: Stage one and two response letters – meeting the Code vs keeping responses customer friendly

Latest member question: PR & Marketing contract tendering

Latest member question: scrutiny panels