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Customer service, communication & complaints

 

Briefings

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13 December 2013

The Top 50 Landlords - K Murray

Network briefing by Kate Murray

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21 November 2013

HBnews - November 2013 edition

Housing Benefit Newsletter by Sue Beasor

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14 November 2013

Housing law 4: update, news and leasehold

Network briefing by Tim Horsley

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07 November 2013

Lettings, affordable rents and flexible tenancies – update for 2012/13

Network briefing by Wendy Murphy

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31 October 2013

Managing choice-based lettings systems in light of recent developments

Network briefing by Emma Lindley

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03 October 2013

Small housing associations: mergers and acquisitions

Network briefing by Charlie Hughes

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26 September 2013

Housing law update 3: September 2013 – homelessness and allocations

Network briefing by Tim Horsley

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12 September 2013

Governance and finance in Scotland: issues from the regulator

Network briefing by Carolyn Hirst

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05 September 2013

Customer satisfaction, performance management and smaller housing associations

Network briefing by Wendy Murphy

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29 August 2013

Localism: turning rhetoric into action

Complimentary NeighbourhoodNet briefing by Tim Horsley

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22 August 2013

Equality and diversity – some lessons from Wales

Network briefing by Joanna Jeffery and Richard Seager

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16 August 2013

HBnews - August 2013 edition

Housing Benefit Newsletter by Sue Beasor

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15 August 2013

Anti-social behaviour update 2013

Network briefing by Tim Horsley

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08 August 2013

HQN annual conference: getting the best from the private rented sector

Network briefing by Janis Bright

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01 August 2013

Update: Performance information in the modern world

Network briefing by John Wheeldon

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18 July 2013

Housing law update 2: summer 2013

Network briefing by Tim Horsley

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11 July 2013

Partnership working for smaller landlords

Network briefing by Charlie Hughes

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20 June 2013

Performance information in the modern world

Network briefing by John Wheeldon

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06 June 2013

Welfare reform and housing: the HQN survey - part two

Network briefing by Lydia Dlaboha

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09 May 2013

Right to Buy: Back in fashion?

Network briefing by Neil Merrick

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02 May 2013

Housing and mental health needs

Network briefing by Tim Horsley

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25 April 2013

Universal Credit

Network briefing by Sue Beasor

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21 March 2013

The private rented sector: how effectively is it regulated?

Network briefing by Roger Jarman

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14 March 2013

Youth justice: the systems in Scotland, England and Wales

Network briefing by Tim Horsley

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07 March 2013

Left hand, right hand: housing regulation cultures in England and Scotland

Network briefing by Janis Bright

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28 February 2013

Transparency and freedom of information for housing associations

Network briefing by Julian Dobson

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21 February 2013

HBnews - February 2013 edition

Housing Benefit Newsletter by Sue Beasor

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07 February 2013

The 2011 Census and the social housing sector

Network briefing by Roger Jarman

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31 January 2013

Welfare reform and housing: the HQN survey

Network briefing by Chloe Fletcher

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24 January 2013

Options for dealing with hard-to-let properties

Network briefing by Wendy Murphy

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17 January 2013

A housing practitioner’s guide to the draft Anti-social Behaviour Bill

Network briefing by Tim Horsley

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13 December 2012

The benefit cap

Network briefing by Sue Beasor

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28 November 2012

Summary: housing law update

Network summary by Tim Horsley

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28 November 2012

Housing law update

Network briefing by Tim Horsley

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22 November 2012

Cashback: an update on the DIY repairs scheme for tenants

Network briefing by Mark Smulian

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25 October 2012

Regeneration and housing: ways forward in difficult times

Network briefing by Charlie Hughes

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18 October 2012

Community safety engagement update

Network briefing by Tim Horsley

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11 October 2012

Housing Benefit changes: the impact on landlords

Network briefing by Doug Edmonds

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27 September 2012

Does it all add up? Official data on housing services in the New Era

Network briefing by Roger Jarman

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19 July 2012

Publicising the HB changes and Welfare Reform

Network briefing by Sue Beasor

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21 June 2012

Best Companies: how satisfied staff help drive performance

Network briefing by Kate Murray

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14 June 2012

The Bribery Act 2010 – its impact on housing organisations

Network briefing by Russell Caller

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14 June 2012

ASB update

Network briefing by Tim Horsley

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17 May 2012

Fixed term tenancies - issues for English landlords

Network briefing by Neil Merrick

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10 May 2012

Regulation under the new regime for England: an HQN survey

Network briefing by Janis Bright and Alistair McIntosh

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27 April 2012

What should we be learning from Ombudsman reports?

Network briefing by Robert Brewer

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19 April 2012

All change! An evaluation of the new frameworks for regulating social housing in England and Scotland

Network briefing by Roger Jarman

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29 March 2012

The comprehensive guide to the Welfare Reform Act 2012

Network briefing by Sue Beasor

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01 March 2012

Social tenants and landlords: the Coalition's approach

Network briefing by Martin Wheatley

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01 February 2012

Resident involvement in social housing in the UK and Europe: research and good practice

Briefing by Janis Bright

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26 January 2012

Housing inspection: the next steps

Network briefing by Roger Jarman

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01 December 2011

Complaints handling in Scotland

Network briefing by Helen Barclay

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22 November 2011

An overview of the Localism Act 2011

Network briefing by Sue Farrant

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20 October 2011

Serious detriment in landlord and community services

Network briefing by Tim Horsley, Mike Jones and John Wheeldon

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17 August 2011

Annual reports – let’s get it right

Network briefing by Damian Roche

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02 August 2011

Democratic filter or bureaucratic blockage? The proposed changes to the complaints system

Network briefing by Sue Farrant

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26 August 2010

What inspectors say about access and customer care

Network briefing by John Wheeldon

News

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11 April 2013

Regulator publishes new guide for tenants and service users

The Scottish Housing Regulator has today published How We Regulate: A guide for tenants and service users

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11 April 2013

Housing Regulator seeks tenant feedback to help improve services

The Scottish Housing Regulator is seeking people to join a new National Panel

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26 June 2012

Have your say at our tenant consultation events

Scottish regulator consulting on the Charter

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17 April 2012

Local government ombudsman to champion residents' cause

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02 April 2012

Local authority model complaints handling procedure

Published by the Scottish public services ombudsman

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21 March 2012

Tenant Panels: Options for Accountability

Delivering the best housing services requires effective Tenant Panels

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21 February 2012

Francis Maude speech - The Big Society and the City

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12 January 2012

Attitudes to age in Britain 2010-11

DWP in-house research report

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10 January 2012

DCLG consultation: changes to land use change statistics, rationalised collection of local authority housing statistics and publication of regional statistics

Responses sought by 2 April 2012

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17 November 2011

Openness and accountability in local pay

Draft guidance under section 40 of the Localism Act

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24 October 2011

Calls on social landlords to help their tenants reduce energy bills

Grant Shapps urges the use of existing funding models to start 'Pay As You Save' schemes for tenants

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30 June 2011

Review of statutory duties placed on local government

Download the list (revised 30 June 2011) and summary review paper