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The Billion Pound Public Sector Problem - Can AI Help Fix It?
The Cost of Getting It Wrong Every month, UK organisations lose £7.3 billion dealing with service failures and complaints. And while...
Karolis Duoba
Feb 273 min read
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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...
Karolis Duoba
Sep 30, 20243 min read
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🏠 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....
Karolis Duoba
Sep 24, 20242 min read
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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...
Karolis Duoba
Sep 20, 20242 min read
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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...
Karolis Duoba
Sep 18, 20242 min read
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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...
Karolis Duoba
Sep 10, 20243 min read
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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...
Karolis Duoba
Sep 5, 20242 min read
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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...
Karolis Duoba
Aug 30, 20242 min read
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#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...
Karolis Duoba
Aug 22, 20242 min read
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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
Karolis Duoba
Jul 25, 20243 min read
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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
Karolis Duoba
Jul 3, 20243 min read
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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...
Karolis Duoba
Jun 27, 20243 min read
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Helping Housing Providers Understand the Tenant Experience
The housing sector is currently under unprecedented scrutiny. In the past 12 months we have seen Tenant Satisfaction Measures (TSMs)...
Karolis Duoba
Jun 20, 20245 min read
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How did customer service get so bad?
This month we dive into the critical state of customer service in the UK and explore insightful analysis from the Financial Times on the imp
Karolis Duoba
May 23, 20243 min read
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Navigating Complaints in the Public Sector: Real Stories
It's time for another edition of our monthly blog post featuring a story from our customer, industry news and a book recommendation. This...
Karolis Duoba
Nov 16, 20232 min read
64 views
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Insights and Inspirations: Our First Social Housing Conference
Housing Conference / Govmetric
Nic Streatfeild
May 25, 20232 min read
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