Here you will find articles and learning materials you can use to get key ideas and practical help as a leader, manager or someone working in social housing.
The resources are organised under useful headings so you can find what you are looking for quickly.
Resources for Leaders and Managers
DAWAW Panels – an effective way to fairly assess new ideas and project proposals
KPIs from Hell – A Viewpoint
Resources on Customer Service and Tenant Care
Compassion in Social Housing – comparing health care to tenant care
Under Pressure on the Telephone – Tips for Overworked Receptionists
Diversity and Difference in Social Housing
Approaches to Dealing with Difference and Diversity – a useful model
Behavioural Flexibility – the key to working with different people and clients
Diversity Collisions – What happens when people feel ignored or unacknowledged?
Making Hidden Diversities Visible – the skills of dealing with diversity in social housing
The Real Art of Special Needs Customer Care – A practical briefing
Social Housing Leading Thoughts – for discussion and reflection
Some Diversity Quotes – to help you reflect on the core ideas
The Swearing Threshold – dealing with the dirty words
The System Default – When and how does the system ruin or help the tenant relationship?
Tenant Needs – known and hidden – a fourfold model and some practical tips
The Yes-No Trap – Working with Tenant Expectations
Resources for Trainers
Activity – Defining Customers and Tenants
Dive deeper! Why not book a workshop or a course?