Resident satisfaction surveys continue to be an essential tool to shape services, improve ways of working, and enhance the customer experience. But there are compelling drivers for a refresh: a renewed focus on consumer standards, growth in digital communications, innovation from other sectors, appetite for real-time feedback, and a desire to use the latest analytical tools to understand satisfaction. What have we learned during the Coronavirus crisis and what is the latest about the revised and relaunched HouseMark STAR framework?
With nearly 30 years’ experience of market research in the social housing sector, Denise has been leading on customer satisfaction surveys – providing consultancy for social landlords on designing customer feedback programmes, delivering seminars and bespoke training courses, and undertaking various research projects. In 2019 she led the strategic, thought-leadership review of customer satisfaction measurement in the social housing sector for HouseMark.
Welcome to our series of free webinars run during May 2020, exclusively for members, aimed at keeping you abreast of the present changes to the operating environment whilst also having an eye on what the future might hold as we pick our way out of the lockdown. Although we had to cancel our annual conference in April, we’re pleased to say our speakers were keen to contribute.
Each one-hour webinar includes a Question & Answer session at the end.
Recordings and resources from all webinars in the series
Update from the RSH
Jonathan Walters, Deputy Chief Executive, Regulator for Social Housing
How has the RSH flexed its approach to regulation? What are its expectations? What are the key issues housing associations need to be considering now? What does the future look like? This discussion took place on 7 May – click here to watch the recording >>
Universal Credit: an update from the DWP
Mark Poultney, Universal Credit Partnership Manager, Department for Work and Pensions
How is DWP responding to the demands placed upon it? What does it mean for new and existing claims? How can housing providers best work with DWP to smooth workflow at a fraught time?
Emma Foxall, Deputy Ombudsman, Housing Ombudsman Service
How has the Ombudsman flexed its approach to complaints cases? What are its expectations? What can we learn from the Ombudsman’s case load? How might the Ombudsman’s role change with forthcoming White Paper?
Where we are and where we’re going: the view from CIH
Gavin Smart, CEO, Chartered Institute of Housing
An overview of the economic and policy environment for social housing. How has the sector responded to the Coronavirus crisis? What is the likely impact? What is the sector’s role and what should be the policy response going forward?
Community Investment: making your resources go further in a dynamic fundraising environment
Luke Southall, MD and Rahul Bissoonauth, Director of Business Development, Oaks (part of the Aquila Group)
Luke and Rahul provide a masterclass in community investment and fundraising. Exploring the most effective strategies and how best to utilise your skills, resources and time. The session identifies opportunities to generate additional income for your community activity, ranging from securing grants and corporate partners to managing fundraising campaigns and procuring new suppliers.
The Acuity SPBM conference for 2020 is cancelled due to the coronavirus pandemic. We are delighted, however that our speakers will instead be running a series of one-hour webinars in May, so you will still get the chance to hear from them and out questions to them in the Q&A. The register for these webinars please click here.
All the sessions will seek to make sense of the operating environment and its implications from a smaller housing association perspective:
The latest on housing policy, political and economic landscape and regulatory direction of travel from the CIH and Regulator of Social Housing
Getting it right when things go wrong from the Housing Ombudsman Service
repeated breakout sessions mean you can choose two from four options:
Realising smaller housing associations’ development potential
Satisfaction surveys: are you up to date?
VFM compliance: getting it right
Community investment: making your resources go further
There will be ample opportunity to network with colleagues over lunch and at the break.
In the interests of open exchange and transparency, the event will operate in accordance with the Chatham House rule. Click here to download the programme >>
The Acuity SPBM conference explores the horizon from a smaller housing association perspective so that you are in the best possible position to respond positively to the challenges.
The regulator’s new approach to VFM is operative now!:
a new standard, accompanied by a comprehensive Code of Practice (COP)
VFM performance will be measured against your own strategic VFM targets and a set of regulatory metrics reported in the accounts instead of the self-assessment
The revised approach to reporting aims to make boards more accountable for VFM by requiring them to set and then achieve their targets.
There’s not much time before final accounts are signed off – associations need to quickly understand how they may comply with the new requirements.
Aim
To provide delegates with the tools and information to understand and comply with the new requirements. Coverage:
clarity on expectations and consideration of the implications
how the regulatory, Scorecard and Acuity SPBM metrics fit together
reporting regulatory metrics and strategic targets in the accounts: what might it look like?
where might VFM be going?
challenge personal thinking through debate
opportunity to network with peers
Format
This is an informal half-day workshop with lunch. Registration and refreshments at 9:30 am for a 10 am start. Networking lunch at 12:30 pm.
Steve Smedley has specialised in VFM since the noughties and has been running VFM workshops and projects with SPBM members since 2013. He has also written a number of publications for HouseMark, NHF, CIH and CHC on this subject over the past 12 years and has a close working relationship with the regulator.
Who should attend
Those responsible for reporting VFM in the accounts, regulatory compliance, appraising the board and ensuring VFM is embedded in the business.
Feedback from previous VFM workshops
Delegates gave an overall rating of more than 4.5 out of 5 for these workshops.
On average they gave a rating of 4.5 out of 5 for both the content and delivery of the workshops.
Cost
SPBM members £135 plus VAT (early bird)
SPBM members £145 plus VAT
Non-members £185 plus VAT
additional places £15 discount
Dates & venues
23 May 2018: 9:30 – 12:30, University of London, Malet Street, London, WC1E 7HU
4 June 2018: 9:30 – 12:30, Adullam Homes, 34 Dudley Street, West Bromwich, B70 9LS
8 June 2018: 9:30 – 12:30, People First Housing, 1 City Road, City Road East, Manchester, M15 4PN
Acuity will run these two CORE workshops next in November/December 2019 at Senate House, University of London, Russell Square, London WC1E 7HU.
Dates are yet to be confirmed – please contact us if you would like to be notified of future dates.
Introduction/Refresher – morning session – £125
For those new to CORE or staff who wish to refresh their knowledge of the system – this session is not computer-based however participants may bring their laptop and CORE log-in password if they would find it helpful
Background to CORE – why the information is collected and what it is used for
Best practice in the collection of CORE data
Terminology
The type of lettings that require completion of a CORE log
The purpose of Management Group Schemes
Step-by-step guide to completing the lettings log
Demonstration of the CORE online submission system
Questions and answers
Using and managing the CORE system online – afternoon session – £145
For CORE Co-ordinators, Team Leaders, Managers, Policy & Research staff – this session will be mainly computer-based and participants will need to bring their CORE log-in passwords
Background to CORE
Illustrations of the use of CORE data
The questions data providers find the most common difficult to answer
The role of the Administrator/Co-ordinator(s)
Navigating around the CORE website
Using CORE data in-house
These are 3 hour workshops running from 10am to 1pm and 1.30pm to 4.30pm.
If you wish to discuss the course content prior to booking please contact Heather Metivier on 01273 287114.
Date: TBC 2019,
Morning session: 10:00 – 13:00
Afternoon session: 13:30 – 16:30
Venue: Senate House, University of London, Russell Square, London WC1E 7HU
A one day workshop for housing professionals in non-technical roles to improve their knowledge of repairs diagnostics; equipping staff with key knowledge to be effective in their role
Learning Outcomes :
The workshop will cover:
Naming and recognising structural and service elements in a house
Knowing the jargon – how to use a guide to understand trades such as heating, plumbing and joinery
How to diagnose repairs using a step by step method
Asking the right questions for an effective repair specification
Who should attend
All housing professionals who need a working knowledge of repairs diagnostics
Date: Tuesday 10th April 2018,
Time: 10:00 – 16:00
Venue: Waltham Forest HA, 31 Church Hill, Walthamstow, London E17 3RU
This half-day workshop examines how landlords can minimise the risk and costs of managing their repairing obligations and legislatory and statutory controls.
Learning Outcomes
By the end of the session you will have:
Understood the landlord’s responsibilities in respect of repairing obligations
Understood the difference between improvements and major repairs
Assessed the consequences of non-compliance with repairing requirements and defence
Explored other aspects which relate to disrepair
Assessed the importance of content in tenancy agreements and tenant handbooks in relation to repair responsibilities
Date: Tuesday 6th March 2018
Time: 10:00 – 13:00
Trainer: Nitin Parmar
Venue: Waltham Forest HA, 31 Church Hill, Walthamstow, London E17 3RU
To provide key knowledge and a practical understanding of data protection and the General Data Protection Regulation 2016. We will follow a timeline in the development of data protection, supported by real life case studies to provide you with a handy list of do’s and don’ts.
This one day course provides Housing Association staff with key knowledge and a practical understanding of data protection focusing on the existing UK Data Protection Act 1998 and the new legal framework in the EU – General Data Protection Regulation (GDPR) 2018 which came into force on 25 May 2018.
Learning Outcomes
By the end of the session you will have:
Explored the 4 dimensions of confidentiality, the 8 principles of data protection and the 7 rights of data subjects
Discussed the consent standards in dealing with general and sensitive personal data in preparation for GDPR requirements
Gained knowledge of exemptions, processing conditions, storage and sharing of data
Gained an insight into 10 changes and preparing for GDPR in 12 easy steps
Outlined do’s and don’ts of best practice
Who should attend?
This course is for staff responsible for handling or managing personal information.
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