Back in the summer we brought together leaders and key influencers in the Housing Association community to share their tenant management challenges in a one-day free of charge workshop held in central Manchester.  The event was extremely well attended and proved to be a helpful platform for attendees to network and share ideas about:

• The Coalition Government’s housing policy and its impact on ALMOs, TSA, etc.
• The responsibilities of Housing Associations post Tenant Service Authority (TSA) reports
• The role of the contact centre in the social housing context
  • How anti-social behaviour is managed through the contact centre
  • How to reduce contacts volumes and improve first contact resolution
  • ‘Need to reach’ engagement techniques deployed by the contact centre in conjunction with community partners

Since then we’ve been actively engaged on a number of assignments helping Housing Association clients to develop their Contact Centre operations and implement performance improvement initiatives which respond to post-CSR tenant management challenges.

As with all of the sectors in which we operate and the services that we deliver, knowledge transfer is key to our approach.  We are therefore committed to holding our second free of charge Housing Association Tenant Management Workshop as a means of once again gathering leaders and managers together to share their challenges, ideas and solutions in a facilitative and practical networking environment. 

Our next Housing Association Tenant Management Workshop will be held on Wednesday 9^th March 2011 at The Institute of Directors, 116 Pall Mall in central London and we have just issued invitations to individuals who we think have the most to gain by registering for the event.   

We have outlined the following agenda which builds on the discussions and themes highlighted in the first workshop:  

Performance Benchmarking

• Why benchmark – internal (operational) and external (customer, political) objectives
• Benchmarking approaches, methodologies and organisations
• What to measure and how to ensure it is comparable

Contact Centre management best practice

• A look at appropriate recruitment and selection practices for the Housing Association contact centre environment
• What does ‘good’ looks like in your contact centre team
• Maximising the talent available to you today through coaching and performance management

 2010 Housing Association Case Study

• Identifying the root causes of avoidable contact and low first contact resolution
• Measuring the baseline and quantifying the benefits of change
• Developing solutions
• Managing implementation

Our objective is to balance new concepts and insights with case studies that demonstrate how some of the earlier knowledge sharing has been applied by specific Housing Associations.

As with our previous events we are offering this free-of-charge one-day workshop to all individuals operating in this sector who have a genuine desire to: share knowledge and experience of the social housing environment with their peers; and gain insights into the best contact centre practice being deployed in other sectors and then applying it to tenant management post CSR. 

If you would like more details about the networking event or to register, please visit our website at http://www.theaccordpartnership.com/housingworkshop.cfm

We look forward to meeting you on the day.

Mark Loly