Customer experience, performance and service delivery

Guidance and good practice on effective service delivery, performance improvement and managing a service effectively to a budget.

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Page 1 of 3 Next page Total results: 117
Format Status Title Description Size Download
pdf Current File size: 88KB Published Date: 29/09/2020
pdf Current File size: 675KB Published Date: 10/10/2019
xlsx Current We all want to deliver excellent customer service, but often we miss the opportunity to make use of a valuable source of feedback to improve our services. Is your complaints management process helping deliver better services? Is it improving customer satisfaction? Is it contributing to your value for money agenda? Use this toolkit to help you answer these questions. File size: 427KB Published Date: 16/09/2019
pdf Current File size: 891KB Published Date: 24/07/2019
pdf Current File size: 716KB Published Date: 28/02/2019
pdf Current File size: 770KB Published Date: 31/01/2019
pdf Current File size: 1MB Published Date: 13/12/2018
pdf Current File size: 3MB Published Date: 06/12/2018
pdf Current File size: 568KB Published Date: 29/11/2018
pdf Current File size: 670KB Published Date: 08/11/2018
pdf Current File size: 2MB Published Date: 30/08/2018
pdf Current File size: 2MB Published Date: 23/08/2018
pdf Current House of Commons paper: Households in temporary accomodation File size: 432KB Published Date: 08/08/2018 Download
pdf Current Report: Social housing and employment – CSJ File size: 379KB Published Date: 13/07/2018 Download
pdf Current File size: 553KB Published Date: 31/05/2018
pdf Current File size: 413KB Published Date: 10/05/2018
pdf Current File size: 472KB Published Date: 04/05/2018
pdf Current File size: 775KB Published Date: 05/04/2018
pdf Current File size: 769KB Published Date: 07/02/2018
pdf Current File size: 1MB Published Date: 04/01/2018
pdf Current File size: 391KB Published Date: 23/11/2017
pdf Current File size: 2MB Published Date: 08/11/2017
pdf Current File size: 410KB Published Date: 21/09/2017
pdf Current File size: 409KB Published Date: 07/09/2017
pdf Current Part 1 of this briefing discussed the resurgence in the use of coaching and mentoring and referred to the benefits for both the individual and the organisation. An important aspect of part 1 considered the differences between coaching and mentoring and largely focused on coaching and choosing a coach. File size: 674KB Published Date: 14/06/2017
pdf Current This briefing outlines the benefits of coaching and mentoring. It explains the differences between the two and sets out a number of checklists to assist housing organisations in planning coaching and mentoring interventions. File size: 814KB Published Date: 08/06/2017
pdf Current The Homelessness Reduction Act 2017 gained Royal Assent on 27 April, in the final days before Parliament was dissolved. The Act places new responsibilities on local authorities to provide advice and assistance to prevent homelessness, regardless of priority need, at an earlier stage. File size: 334KB Published Date: 25/05/2017
pdf Current For HQN members who were unable to attend our 'Fixing our broken housing market – turning the White Paper into action' events in Manchester and London, HQN has produced a summary and notes from the day, covering all the main talking points and topics discussed by HQN Chief Executive Alistair McIntosh, the representatives from the DCLG and by the attending delegates. File size: 460KB Published Date: 27/04/2017
pdf Current In today’s uncertain and changing legislative environment for registered providers, it is essential for management to be fully on top of their organisation’s performance so that any corrective action can be taken as quickly as possible. File size: 1MB Published Date: 23/03/2017
pdf Current It’s such an obvious way of creating new housing that it’s amazing nobody took more advantage of it sooner. In addition to building homes (and virtually everyone agrees the UK is not building enough), why not create more housing from bricks and mortar that already exist? File size: 514KB Published Date: 26/01/2017
pdf Current The Modern Slavery Act 2015 which received Royal Assent in March 2015 was enacted in response to growing concern about modern slavery and human trafficking in the UK. This briefing sets out what the Act means for social housing providers and also suggests ways in which providers can take further steps to address modern slavery. File size: 239KB Published Date: 06/10/2016
pdf Current Sources of statistics 2016 - full listing (HCL) This briefing paper brings together sources of statistics on subject areas covered by the Economic Policy & Statistics and Social & General Statistics sections of the House of Commons Library. File size: 855KB Published Date: 14/07/2016 Download
pdf Current Sources of statistics: housing (HCL) This note from the House of Commons Library provides a very useful list of commonly used housing-related statistics - with links to their sources. File size: 93KB Published Date: 14/07/2016 Download
pdf Current Sources of statistics 2016 - full listing (HCL) This briefing paper brings together sources of statistics on subject areas covered by the Economic Policy & Statistics and Social & General Statistics sections of the House of Commons Library. File size: 855KB Published Date: 14/07/2016 Download
pdf Current Sources of statistics: housing (HCL) This note from the House of Commons Library provides a very useful list of commonly used housing-related statistics - with links to their sources. File size: 93KB Published Date: 14/07/2016 Download
pdf Current Driving change in challenging times: the five self-limiting beliefs of housing management File size: 255KB Published Date: 23/06/2016
pdf Current Driving change in challenging times: the five self-limiting beliefs of housing management File size: 255KB Published Date: 23/06/2016
pdf Current Driving change in challenging times: the five self-limiting beliefs of housing management File size: 255KB Published Date: 23/06/2016
pdf Current Housing Association operational efficiency 2008-2015 (National Housing Federation) A report to explore how housing associations have performed over time. File size: 439KB Published Date: 07/06/2016 Download
pptx Current Inspections reveal care home improvement (Care Quality Commission) Following re-inspection, nearly three quarters of care homes that we originally rated Inadequate have improved their ratings. This means over 12,000 people across England are experiencing better and safer care from these services. File size: 157KB Published Date: 07/06/2016 Download
pdf Current Leaders who collaborate / collaborators who lead (NGLN) New Local Government Network makes three key recommendations about how to achieve better leadership outcomes for local government. File size: 363KB Published Date: 18/05/2016 Download
pdf Current The Changing Face of Customer Service in the Housing Sector (Your Call) The report from this survey states that while more than half of housing association contact centres now routinely manage social media, and just under half have a tenant portal, a significant proportion of providers have yet to integrate digital alongside their existing phone and face-to-face contact channels, with much more to be done on improving handling. File size: 1MB Published Date: 12/04/2016 Download
pdf Current The Changing Face of Customer Service in the Housing Sector (Your Call) The report from this survey states that while more than half of housing association contact centres now routinely manage social media, and just under half have a tenant portal, a significant proportion of providers have yet to integrate digital alongside their existing phone and face-to-face contact channels, with much more to be done on improving handling. File size: 1MB Published Date: 12/04/2016 Download
pdf Current The productivity puzzle - a view from employees (Smith Institute) This report looks at employees’ perspectives on productivity. File size: 2MB Published Date: 06/04/2016 Download
pdf Current Sector risks facing housing associations in Wales (Welsh Government) This paper should influence the sector’s approach to managing risk effectively and should prove helpful in assisting Boards, the Executive Team and other stakeholders to have a better grasp of the risks Registered Social Landlords face in an increasingly complex and diverse sector. File size: 292KB Published Date: 31/03/2016 Download
pdf Current Output in the construction industry: January 2016 and new orders Quarter 4 2015 (ONS) In January 2016, output in the construction industry decreased by 0.2% compared with December 2015. All new work decreased by 0.8% while all repair and maintenance increased by 0.8%. Within all new work, there were decreases in public new housing (-10.6%) and infrastructure (-8.6%) which were offset by increases in private commercial (4.7%), public other new work (1.6%), private industrial (0.7%) and private new housing (0.6%). File size: 593KB Published Date: 14/03/2016 Download
pdf Current Output in the construction industry: January 2016 and new orders Quarter 4 2015 (ONS) In January 2016, output in the construction industry decreased by 0.2% compared with December 2015. All new work decreased by 0.8% while all repair and maintenance increased by 0.8%. Within all new work, there were decreases in public new housing (-10.6%) and infrastructure (-8.6%) which were offset by increases in private commercial (4.7%), public other new work (1.6%), private industrial (0.7%) and private new housing (0.6%). File size: 593KB Published Date: 14/03/2016 Download
pdf Current Evidence issue 16: Research round-up A new year, a new housing bill. As we go to press with this latest edition of Evidence things are changing daily as the bill makes its way through parliament. So we’re going to take a step back from the immediate questions and instead round up some topical research with potentially equal importance. File size: 2MB Published Date: 03/03/2016 Download
pdf Current Quarterly survey of Private Registered Providers (Q3) - released March 2016 This is the survey from PRPs (those who manage over 1,000 homes) for Quarter 3 (October 2015 to December 2015). File size: 342KB Published Date: 02/03/2016 Download
pdf Current House price index - January 2016 (released Feb 2016) The January data shows an annual price increase of 7.1% which takes the average property value in England and Wales to £191,812. File size: 612KB Published Date: 02/03/2016 Download
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