Best Practice Roundup – Click on the Hyperlinks for More Information

Reviewing a borough-wide customer involvement compact –Stockport_Homes conducted a wide scale consultation with their customers to develop a borough-wide empowerment offer. The aim was to boost tenant involvement in decision making and to improve tenant scrutiny.
Believe in customer excellence campaign - By championing customer service and variety of choice Parkway_Green_Housing_Trust has utilised innovative techniques to capture profiling data.
Embedding diversity initiative – Herefordshire_Housing have developed a system where trades operatives are trained to recognise and report concerns they may have about the vulnerability and disability of customers they meet when they are completing repairs.

How Well Do You Know Your Customers?

In partnership with the TSA, CIH and HouseMark are leading a project to develop sector practice in relation to tenant profiling. The project will research and review current good practice. At the end of the project, a good practice toolkit drawing on work collated throughout the project will be produced. This will be widely disseminated throughout the sector. HouseMark are keen to get an understanding about what organisations are currently doing in this area and how tenant profiling has been used to drive both business and service improvements. To do this they are conducting a survey to establish some important baseline information. If you would like to take part in the confidential survey please email customerinsight@cih.org and survey details will be forwarded to you. The closing date for the survey is 9 April. Read more on the HouseMark website.

Poor Data Analysis Harms Equality Work

Housing organisations are not properly monitoring the ethnicity of tenants and failing to stamp out discrimination, a study has found. The Race Equality Foundation has published a paper looking at how local authorities and housing associations collect and analyse data. The report, Monitoring the ethnicity of housing service users: forty years of progress?, concludes: ‘Although ethnic record keeping of housing services has been recommended for forty years, it would appear that true monitoring (rather than mere record keeping) is in decline. Find the report on the Foundation’s website by clicking on their logo below.