Housemark

Looking to make a lasting impact on your tenants' well-being and build stronger communities?     Join us at the Supporting Tenants and Communities Club on 6 March.      🏠 The latest welfare support update - Stay ahead with insights from Louise Clark-Martin, UC Stakeholder Engagement Team, Universal Credit Programme, Department for Work and Pensions (DWP) and Pensions.  🤖 Housing innovation case study – Discover how Thirteen Group’s Universal Credit bot “Betty” has reduced their costs and freed up staff capacity, allowing them more time to talk to customers with Vicki Jones Support Specialist, Thirteen Group. 🏠 Adapting to ASB changes: How social housing providers can stay ahead – housing providers are facing new expectations in how they manage ASB cases. Diane Thompson, PGDIP Housing, CIHCM, our Principal Consultant – Housing, will explore key legislative changes and outline how housing providers can incorporate these requirements into practice.    Our specialist clubs are available to members and non-members, with an exclusive discount for Housemark members!    📅 Thursday, 6 March  🔗 Online via Microsoft Teams    Secure your spot now 👉 https://bit.ly/4icjj #socialhousing #communities #insights #tenantwelfare #housinglegislation Rob Griffiths 🇬🇧 Elliot Collins Elaine Middleton Siobahan Kilby Amanda Leonard Jonathan Cox John Wickenden

We're proud to be sponsoring today's National Housing Federation Customer Experience and Tenant Engagement conference—a key event shaping the future of the housing sector. Join Housemark's Chief Data Officer, Jonathan Cox, at 2:35pm for the 'Tenant Satisfaction Measures: Beyond Compliance' breakout session. He’ll share valuable insights on how TSM data can drive meaningful change across the sector beyond just meeting compliance. Alongside Amanda Leonard, Jonathan will unpack the full potential of TSM data, covering: ✅ What the first TSM results reveal about the sector. ✅ How to effectively share TSM results with residents, staff, and the wider organisation. ✅ Using TSM data to fuel service improvements. #customerexperience #NHFResidentEngagement #TSMdata #socialhousing #sectorinsights Saffron Housing Trust Limited Rob Griffiths 🇬🇧 Siobahan Kilby Andrew Jackson John Wickenden Elaine Middleton Elliot Collins Chris Elliott

🏠 Looking to improve your voids performance? Join the Housemark Voids Club 2025! Share best practices, common challenges, and explore solutions to enhance your void performance and minimise void loss time. This club is chaired by Siân Humphreys an experienced housing professional who has worked with both social housing providers and contractors, covering a range of housing management functions, including allocations and lettings. We've got a fantastic lineup of expert speakers and insightful topics for the first meeting on 11 March: 🏠 Voids process deep dive: Curo - In this housing case study, we’ll look at Curo Consulting Group's current voids process and their improvement journey with Emma Smith, Director of Lettings and Empty Homes. 🏠 Action on empty homes and long-term voids – We’ll look at national trends and review case studies that highlight all the ways housing providers can work with communities to refurbish empty homes with Chris Bailey, National Campaign Manager, Action on Empty Homes 🏠 Improving your voids performance - Rhiannon Gibbs and Gurdeep Gahir, Directors at Ad Esse Consulting, Housemark Hub partners, will share how you can improve performance using Lean principles, including reducing financial loss, increasing income, enhancing customer experience, and optimising processes.  Our Specialist Clubs are available to members and non-members, with an exclusive discount for Housemark members!    📅 Tuesday, 11 March 🔗 Online via Microsoft Teams  🕤 9:30 - 13:00 Secure your spot today 👉 https://bit.ly/4gyzKZ6  #voidsperformance #socialhousing #lettings #housingmanagement  Rob Griffiths 🇬🇧 Amanda Leonard Siobahan Kilby Jonathan Cox Andrew Jackson Elaine Middleton Elliot Collins

How do you step into your customers' shoes? What can bus drivers teach us about empathy in social housing? In Mexico City, trainee bus drivers have to get on a bicycle. Why? To experience the roads as a vulnerable cyclist before taking the wheel of a bus. This exercise helps them get a real understanding of what it's like to be a cyclist on some of the busiest roads in the world. It's a simple but powerful lesson in empathy—one that's vital for the social housing sector. Understanding tenants' lived experiences is essential for driving meaningful change and positively impacts tenant satisfaction measures (TSMs). Read Chris Elliott's full blog here for practical advice: https://lnkd.in/eYmrfVSn Rob Griffiths 🇬🇧, Amanda Leonard, Elaine Middleton, James Gautrey, Elliot Collins, Diane Thompson, PGDIP Housing, CIHCM, CGA Experience, Siobahan Kilby, John Wickenden, Jonathan Cox

Want to transform your customer services? Join us for the first Housemark Customer Experience Club meeting of 2025 on 4 March. 📈 Behind TSM Data: compliance, culture & customer centricity – We’ll dive into the latest TSM data and trends, then go beyond compliance to explore its deeper impact. John Wickenden, Research Manager and Chris Elliott, Principal Consultant (Customer Experience), Housemark will explore key traits of customer centricity and the insights TSM data unlocks. 🤝 Building positive landlord-resident relationships based on good communication – James Calnan, Communications Manager – Customers and Communities, Eastlight Community Homes will explore the impact of positive language and how to engage residents effectively, with clarity and understanding, across various channels, including social media. 💙 The power of empathy in enhancing customer experiences - Carla Hall, Chief Delivery Officer, CGA Experience will share the key considerations around empathy for the sector and give an introduction to how you can bring empathy into your organisation’s ways of working through micro-adjustments that can have a significant, positive impact on customers and employees alike. Our specialist clubs are available to members and non-members, with an exclusive discount for Housemark members! 📅 Tuesday, 4 March 2025  🕤 9:30-13:00  🔗 Online via Microsoft Teams    Secure your spot now 👉 https://bit.ly/3D5LQtG #customerexperience #tenantexperience #empathy #transform Rob Griffiths 🇬🇧 Amanda Leonard Elliot Collins Elaine Middleton Andrew Jackson Jonathan Cox Siobahan Kilby CGA Experience

Many Voids teams across the housing sector are rising to the challenge of getting properties to a lettable standard and minimising rental disruption, showcasing their resilience and dedication despite the stretched resources over the past five years. Join our Preferred Supplier, Housemark’s “Spotlight: Voids and Lettings Performance” webinar on Wednesday 26 February at 2pm, where you can hear from John Wickenden, Research Manager at Housemark, unveiling key insights from their voids research. This webinar will shed light on the current climate, tenancy termination processes, resource constraints, and their implications. Find out more- https://ow.ly/8FeP50V2BU7

🏠 Struggling with voids? New research reveals key challenges and solutions. Voids performance has stagnated over the past five years, costing the social housing sector up to £1.6 billion in repairs. lettings and lost rent alone, with over 300,000 social housing properties becoming void in 2023/24. This highlights the urgent need for action. Join Housemark Research Manager John Wickenden for an exclusive webinar. In this session John will: 💡 Unveil key insights from our latest research 🔍 Explore challenges faced by voids and letting teams 📈 Share practical strategies to drive improvement 📅 Wednesday 26 February 🕑 14:00 -15:30 💻 Online The webinar is free for Housemark members to attend and is also open to non-members for an additional charge. 🔗 Book today: https://bit.ly/4i0fTC6 Rob Griffiths 🇬🇧 Amanda Leonard Siobahan Kilby Elaine Middleton Elliot Collins Andrew Jackson Jonathan Cox Ad Esse Consulting

💡Another insightful session led by our colleagues from the Scottish Housing Regulator. Thank you, Shaun Keenan and Helen Shaw, for attending today's Housemark Scotland Leadership Forum and for providing us with a comprehensive update and a deep dive into the annual financial statements, loan portfolio returns, retrofit, and five-year financial projections, as well as an overview of the factors influencing engagement reasons and financial health of the sector in Scotland. 🏘️ Thank you to our social housing colleagues for attending and to Rob Griffiths for chairing this morning's session. 👏 #housingfinance #UKhousing #Scotland

🏠 Struggling with voids? New research reveals key challenges and solutions. Voids performance has stagnated over the past five years, costing the social housing sector up to £1.6 billion in repairs. lettings and lost rent alone, with over 300,000 social housing properties becoming void in 2023/24. This highlights the urgent need for action. Join Housemark Research Manager John Wickenden for an exclusive webinar. In this session John will: 💡 Unveil key insights from our latest research 🔍 Explore challenges faced by voids and letting teams 📈 Share practical strategies to drive improvement 📅 Wednesday 26 February 🕑 14:00 -15:30 💻 Online The webinar is free for Housemark members to attend and is also open to non-members for an additional charge. 🔗 Book today: https://bit.ly/4i0fTC6 Rob Griffiths 🇬🇧 Amanda Leonard Siobahan Kilby Elaine Middleton Elliot Collins Andrew Jackson Jonathan Cox Ad Esse Consulting

🚨 Last chance to register for the Housemark Scotland Leadership Forum. Open to all, this online event is your chance to engage in insightful discussions on the key political, economic and social challenges shaping Scotland's future. 📅 Tuesday 18 February | ⏰ 09:30 AM - 12:30 PM 📍 Online   Don’t miss out—secure your spot now! 🔗 https://bit.ly/3EPvIgn   #Housingleadership #Scotlandhousing #Socialhousing #Leadership Rob Griffiths 🇬🇧 Siobahan Kilby Amanda Leonard Elaine Middleton Jonathan Cox Elliot Collins Andrew Jackson John Wickenden Jonathan Cox