Steering Group: Driving Customer Focus
Thursday 14th September
14.00 – 16.00
Many organisations adopt a generic housing management model to drive customer-centric approaches to supporting tenants.
Generic models are great for allowing officers to have autonomy, full oversight of the housing management function, and for building great tenant relationships, but with the changing economic landscape, staff shortages and competing priorities, it is becoming increasingly difficult for them to manage their rent arrears.
This is a Customer Led event as we look at a hot topic with many customers right now – how to successfully embed a generic model approach.
Expected to be hugely popular for those adopting generic models, we will look at how organisations are evolving and adapting to customers’ needs.
This steering group will look at:
– Working through the key challenges and barriers to generic approaches
– How to get closer to tenants so every contact counts
– What’s working for others – Service Re-Design
– How to structure caseload management to maximise efficiencies
– Learn from peers
This engaging session will be one of interaction, successful first hand experiences and substantiated case studies.
This will be useful for:
– Heads of Housing
– Housing Team Managers
– Team Leaders
– Operational Leads – Income
You’ll get to speak to peers, colleagues and other customers on operating models completely dedicated to generic approaches.