How can housing associations increase customer satisfaction?
The Social Housing Quality Resident Panel will put landlords under pressure to elevate their services. An Inside Housing webinar, sponsored by Plentific, asked how this can be done
The recently published Social Housing Regulation Bill is the first step towards improving the quality of social housing in the UK.
Under the bill, the Regulator of Social Housing (RSH) will be given stronger powers to regularly inspect landlords on things such as health and safety and repairs performance.
Coupled with the Social Housing Quality Resident Panel – which will give a group of 250 social housing residents from across the country a way of sharing feedback and views with the government – the bill means housing providers now find themselves under immense pressure to provide outstanding customer service, or risk being named and shamed by the regulator.
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In an Inside Housing webinar, sponsored by Plentific, panellists explored what the new resident panel will mean for landlords and draw on aspects of how they work to elevate services and measure their success, answering questions including:
- How has the Social Housing Regulation Bill affected day-to-day operations?
- How are landlords proactively working towards improving service quality and customer service?
- What role does customer service technology play?
- How is resident satisfaction being measured?
- How can landlords work together to raise the standard of homes and service in the sector?
Inside Housing and Plentific webinar: participants
Angela Holden, assistant director of consumer regulation, Regulator of Social Housing
Ms Holden is responsible for managing the regulator’s current reactive consumer regulation function and supporting in the implementation of the Social Housing White Paper.
Katie Gilmartin, head of business development and innovation, Platform Housing Group
Ms Gilmartin is head of business development and innovation at Platform Housing Group, a new role created to ensure the new build pipeline is future-proofed with the application of modern methods of construction, smart technologies and sustainable materials.
She was previously strategy and innovation manager at Home Group, before which she worked in commercial positions in the tech and media industries.
Lee Burke, director of UK sales operations, Plentific
As a sales leader and entrepreneur, Mr Burke has established a consistent record of developing and leading B2B sales teams within housing. He has worked in the housing sector since 2014 and played a key role in driving the sector-wide adoption of Proptech since 2018.
He is passionate about safety-focused technology solutions and has worked in highly regulated industries, helping transform them with tech that enables better, more data-driven decision-making.
Dean Anderson, executive director of customer service, Settle
Mr Anderson joins Settle in June as executive director of customer services, where he will have responsibility for services to all residents living in the 10,000-home landlord’s properties.
He has extensive experience of leading innovative customer experience and digital programmes in the housing, education and public sectors. He champions the delivery of better services in line with customer need, innovating with data and digital to dial up impact.
