Practical, regularly updated toolkits to help you assess your services and identify improvements.

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Format Status Title Description Size Download
xlsx Current This latest edition (2018) of the toolkit is fully revised and updated to reflect the recent changes. File size: 113KB Published Date: 17/05/2018
pdf Current Here is some background information which will help you in completing the ASB toolkit, updated for 2018 File size: 431KB Published Date: 17/05/2018
xlsx Current We have reviewed the estate management toolkit and made a few minor amendments in respect of references to local offers. With the current focus on budget pressures within housing services, the toolkit offers organisations the opportunity to review their estate services with customers to ensure that these can demonstrate value for money for both customers and the organisation. File size: 57KB Published Date: 26/07/2017
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: 288KB Published Date: 19/01/2017
xlsx Current This is the fourth version of our aids and adaptations toolkit. The initial version was produced for HQN members in 2008. Positive feedback on the toolkit confirmed that it provided essential advice in an increasingly important service delivery area, so we have produced this revised edition to take account of new good practice, and the change in regulatory arrangements. File size: 48KB Published Date: 04/12/2016
docx Current Download the Word version of the Sheltered and extra care housing assessment toolkit here File size: 181KB Published Date: 14/07/2016
xlsx Current In the increasingly competitive world of supported housing, and in the context of an ageing population, providers need to understand whether they are providing the best possible service. This toolkit will help you to work through the elements of an excellent sheltered and/or extra care housing service plus compare your service for both housing and support elements. File size: 429KB Published Date: 06/07/2016