The Social Housing Complaint Handling Code: the ‘Positive Culture’ approach

2025-01-28T11:27:40+00:00

Complaints. No one wants them to happen, and no one wants to have to deal with them. But last year (2023-2024) the Housing Ombudsman1 received over 5,000 complaints and made 21,740 orders for social landlords to put things right for their residents, representing a more than threefold increase compared to the previous year. The Annual Complaints Review revealed an increase in maladministration across the board, with 73% of all decisions resulting in this finding due to the landlord not following its legal requirements, policy or process. As Richard Blakeway, Housing Ombudsman, put it2: “These figures are another stark reminder of the scale [...]

The Social Housing Complaint Handling Code: the ‘Positive Culture’ approach2025-01-28T11:27:40+00:00

How the Customer Centricity Triangle can transform your organisation

2024-10-23T14:03:18+00:00

As a leader of a housing association 'customer centricity' is something you'll think about, talk about, and write about daily.  Delivering a truly customer-centric experience is layered, all encompassing, and it can seem overwhelming at times.  This article will help you think about customer-centricity through the lens of the something very simple – a triangle.   We refer to this as the Customer-Centricity Triangle. The Customer Centricity Triangle  When something is so intrinsic to success we can get bogged down in the detail and lose perspective.   By simply reframing the way we look at customer centricity you can positively transform your organisation [...]

How the Customer Centricity Triangle can transform your organisation2024-10-23T14:03:18+00:00

8 Self-Actualisation Traits And How They Make You More Successful

2019-06-16T12:35:34+00:00

Self actualisation is a school of thought which emerged in the 1950s, spearheaded by Abraham Maslow, American Psychologist. His theories turned psychology on its head from a prior focus of studying the intricacies of mental illness, instead to nurturing positive mental health. Self actualisation is the concept of fulfilling your potential - harnessing the skills that lie within you for maximum effect and success. This could be in any area of day-to-day life be it creative, professional, intellectual or social. A person that is self actualised is thought to be at the top of their game, succeeding in their chosen fields; [...]

8 Self-Actualisation Traits And How They Make You More Successful2019-06-16T12:35:34+00:00

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