Nic Streatfeild
Reflections from Jadu Academy 2024 in Birmingham
Attending Jadu Academy in Birmingham was a real eye-opener, offering a fresh look at how AI is transforming the way we work. AI is no...
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GovMetric: The Citizen Experience Blog
Explore insightful articles and updates on customer experience (CX), citizen experience (CitX), government services optimisation and more. Discover strategies to enhance public service efficiency and citizen satisfaction through data-driven insights.
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Lewis Harper
5 hours ago3 min
Your Data Security is Our Priority
Your data matters, and when you share it with us, you deserve to know it’s in safe hands. Data protection is about more than just ticking...
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Karolis Duoba
1 day ago1 min
GovMetric x Staffordshire County Council
In celebration of National Customer Service Week , we’re delighted to share a special interview with Emily from Staffordshire County...
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John McMahon
3 days ago3 min
Kicking Off National Customer Service Week with Exciting New Partnerships
Exciting New Partnerships: GovMetric
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Nic Streatfeild
7 days ago2 min
Future of Service
#NCSW2024 Bad services cost more to deliver than good ones. It would be tempting (and easier) to write an opening blog for NCSW24 around...
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John McMahon
Oct 13 min
Reflections on LocalGovCamp 2024
LocalGovCamp 2024 convened some of the brightest minds in the local government digital sphere to discuss and aspire to enhance the...
75 views0 comments
Karolis Duoba
Sep 303 min
Embracing Change: Early Insights from the First Wave of Consumer Standard Inspections 🏠
As social housing continues to evolve, early insights from the Regulator of Social Housing's (RSH) first wave of consumer standard...
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Karolis Duoba
Sep 242 min
🏠 Shifting to a Tenant-First Mindset
We're excited to bring you this month's blog, packed with insights to help you navigate the ever-evolving world of citizen satisfaction....
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Karolis Duoba
Sep 202 min
Shift in Behaviour: The Power of a Tenant-First Mindset
In the wake of public inquiries like Grenfell and the introduction of initiatives such as "Awaab’s Law," the approach to social housing...
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Karolis Duoba
Sep 182 min
10 Steps to Meet the 2024 Code and Improve Tenant Satisfaction
From 1 April 2024, the Housing Ombudsman’s Complaint Handling Code became statutory, setting new standards for how complaints must be...
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Karolis Duoba
Sep 173 min
Lessons Learnt: The Key to Preventing Damp and Mould Issues
In the world of housing and tenant services, damp and mould complaints are among the most challenging and concerning issues. These...
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Karolis Duoba
Sep 127 min
Transcendence — Gen AI in Local Gov
Sometimes there are inflection points in technological advancement that stop you in your tracks. Experiences that transcend the hitherto...
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Karolis Duoba
Sep 103 min
The Hidden Cost of Housing Voids and How to Avoid Them
When a tenant moves out, it doesn’t just leave an empty property - it creates a costly challenge known as a 'void'. These voids can drain...
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Karolis Duoba
Sep 52 min
Tenant Satisfaction Measures: More Than Just a Box to Tick
Tenant Satisfaction Measures (TSMs) are becoming increasingly important in the social housing sector, where the demand for transparency...
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Karolis Duoba
Aug 302 min
Why Tenant Feedback Matters
Tenant feedback isn’t just important - it’s essential. As the landscape of social housing evolves, driven by new regulations like the...
7 views0 comments
Karolis Duoba
Aug 222 min
#NCSW2024
Welcome to our monthly blog! With National Customer Service Week on the horizon and the recent changes announced by the CQC, we’d like...
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Karolis Duoba
Jul 253 min
Latest in Complaint Handling & CX
This month, we dive into Housing Ombudsman's latest insights, looking into complaints within Greater London and reflect on the Public Sector
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Karolis Duoba
Jul 223 min
Reflections on the Public Sector Complaint Handling Conference
We recently had the opportunity to sponsor the Westminster Insight’s Public Sector Complaint Handling Conference. The event brought...
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Karolis Duoba
Jul 33 min
Reflections on #Housing24
#Housing24 revealed a 91% surge in complaints and a 20% drop in tenant satisfaction over six years. Increased tenant expectations and biased
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Karolis Duoba
Jun 273 min
What's Next for Housing? 2024 Insights
In this month's blog we focus on Housing and discuss a concerning trend: a notable decline in satisfaction with UK public services. We...
42 views0 comments
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