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Housing Series: Customer Service training – the one thing you can do to increase resident satisfaction and reduce complaints

We know from our experience working with many customers in social housing that your highly competent teams are working hard to achieve good outcomes for residents in an already challenging environment shaped by many things beyond their control. Our frontline knowledge also means we can be confident that there is one thing you can implement […]

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Housing Series: Confident complaint handling skills – 7 key questions to ask

Following on from the fifteen questions we invited you to consider about your people’s readiness to excel against the Housing Ombudsman’s updated Complaint Handling Code, let’s take a moment to focus in on how they feel about dealing specifically with complaints when they arise.  (Please click here if you’ve yet to request a copy of ’15 questions to help […]

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