Location
Virtual
A regular topic of conversation at recent best practice groups has been communications, sometimes the lack of them, and the impact on customer experience. We’ve heard that often the issues relate to poor communication between teams. At other times, it relates to poor communications with tenants.
But we also hear positive examples of communication too. It is clear that a good tenant experience needs good communication. So, we want to hear your experiences – good and not so good – at the upcoming BPGs. What has worked well in your experience? What has not worked well?
What do you think of recent publications – do you read your annual report? Were you involved in its production? How does your organisation inform you about things like decent homes work or other planned works? Has your organisation informed tenants about things like damp and mould or the incoming regulatory framework? How well does the organisation communicate less positive news – rent increases or planned works being deferred? Are tenants regularly involved in shaping communications?
We’d love to hear about examples of positive practice as well as understanding what good looks like for you. We would like to get your feedback in order develop a top tips guide for engaging with tenants on different matters. We are looking forward to a lively discussion at the sessions.
This sessions will be facilitated by Damian Roche and Lydia Dlaboha, and take place via zoom.
Why you should come to the best practice group:
- Great way to find out what others are doing
- Good, honest and open discussions
- Sharing best practice and ideas with others in similar roles
- Acts as a sense-check about what people are doing or thinking of doing.
This session will be facilitated by Damian Roche and Lydia Dlaboha , and take place via zoom.
This session is for residents – The network provides an opportunity for you to have your voices heard, learn skills and develop knowledge that will provide you with an understanding of housing policy and the confidence to hold your landlord to account.
Why come to the best practice group?
- Great to find out what others are doing
- Good honest and open discussions
- Sharing best practice and ideas
- Acts as a sense-check about what people are doing or thinking of doing.
We look forward to seeing you there!
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Read more
Why come to the best practice group?
- Great to find out what others are doing
- Good honest and open discussions
- Sharing best practice and ideas
- Acts as a sense-check about what people are doing or thinking of doing.
We look forward to seeing you there!
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Our facilitators
Damian Roche
Damian is HQN’s Operations Director, supporting our networks and consultancy services. He is an experienced senior leader with a proven track record of developing and delivering excellent operational and customer services, and consultancy and advisory support, within the social housing sector that is tailored to the needs of diverse communities. He has over 30 years’ experience in planning, developing, and delivering stretching strategic objectives, to continually improve customer service and deliver excellence. With excellent communication, leadership and interpersonal skills, he has experience across multi-sited organisations with complex structures. In his most recent operational position, he was responsible for the delivery of services to 4,700 households, including customer engagement, repairs and maintenance, tenancy management and sustainability: and income management.
Lydia Dlaboha
Lydia joined HQN in 2007 and is currently the Deputy CEO. Her background is in housing management – both general needs and supported. She has worked extensively as a consultant on a wide variety of performance improvement projects. In her current role, Lydia has responsibility for overseeing all of HQN’s work and for quality assurance in particular. She spends the majority of her time talking to HQN members to make sure that our service meets their needs, and on consultancy-related work.
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Price and booking
Member:
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Non-member:
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* Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.
Bookings are closed for this event.
If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we’ll process the booking for you.
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Cancellations and substitutions
Cancellations must be made in writing, and will be acknowledged by HQN Limited. Delegates may be substituted at any time.
