Customer service, communication and complaints

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Total results: 15
Format Status Title Description Size Download
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: 410KB Published Date: 21/09/2017
pdf Current File size: 409KB Published Date: 07/09/2017
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 For today’s organisations, becoming more customer-centric isn’t just a feel-good mantra, it’s a core business requirement. If you are not already using customer insight and information intelligently then you are missing a trick. Our briefing clears up the jargon, explains the theory, and provides the steps you can take to ensure a successful customer insight project. File size: 228KB Published Date: 15/10/2015
xlsx Current This toolkit has been designed to improve your complaints management process. File size: 547KB Published Date: 15/10/2015
pdf Current This toolkit has been designed to improve your complaints management process. File size: 403KB Published Date: 15/10/2015
pdf Current Can you win over the Tories? Yes you can. We asked the experts at the Public Affairs Company to draw up a short guide on how to do it. Here it is. It’s packed full of helpful suggestions for getting your message across to the Tories in the right way. File size: 230KB Published Date: 17/09/2015
pdf Current Exploring the experiences of shared ownership - reconciling owning and renting There are many calls for shared ownership housing to be built at greater scale so that it can make a more significant contribution to tackling the housing crisis File size: 2MB Published Date: 28/07/2015 Download
pdf Current Assisting with procurement investigations This guidance sets out the requirements for contracting authorities to comply with CCS Mystery Shopper investigations into procurement. File size: 242KB Published Date: 01/06/2015 Download
pdf Current File size: 582KB Published Date: 20/02/2015
pdf Current The social housing sector is no different to any other when it comes to customer satisfaction. Tracking customer satisfaction might look easy but there are traps waiting to catch you out. This briefing identifies how to avoid the main traps and provides some useful tips. File size: 444KB Published Date: 22/01/2015
pdf Current It’s never been more important to get facts right and to know about your customers. For those of you that missed our recent events on Real time data, HQN Associate Roger Jarman looks at the issues coming out of the seminars and the key points on how to use data effectively. File size: 397KB Published Date: 13/11/2014
pdf Current HCA Customer Regulation Review 2013/14 This document sets out the Social Housing Regulator’s experience of carrying out its consumer regulation role in 2013/14. File size: 483KB Published Date: 10/09/2014 Download
pdf Current The Public Services (Social Value) Act 2012 has prompted housing providers to become increasingly more concerned to measure the impact of their community engagement activities. This member briefing looks at the extent to which housing providers are making a difference, and how to measure this practically. File size: 173KB Published Date: 27/02/2014
Total results: 15