Customer service, communication & complaints
Briefings
The private rented sector: how effectively is it regulated?
Network briefing by Roger Jarman
Youth justice: the systems in Scotland, England and Wales
Network briefing by Tim Horsley
Left hand, right hand: housing regulation cultures in England and Scotland
Network briefing by Janis Bright
Transparency and freedom of information for housing associations
Network briefing by Julian Dobson
A housing practitioner’s guide to the draft Anti-social Behaviour Bill
Network briefing by Tim Horsley
Cashback: an update on the DIY repairs scheme for tenants
Network briefing by Mark Smulian
Regeneration and housing: ways forward in difficult times
Network briefing by Charlie Hughes
Does it all add up? Official data on housing services in the New Era
Network briefing by Roger Jarman
Best Companies: how satisfied staff help drive performance
Network briefing by Kate Murray
The Bribery Act 2010 – its impact on housing organisations
Network briefing by Russell Caller
Regulation under the new regime for England: an HQN survey
Network briefing by Janis Bright and Alistair McIntosh
All change! An evaluation of the new frameworks for regulating social housing in England and Scotland
Network briefing by Roger Jarman
Social tenants and landlords: the Coalition's approach
Network briefing by Martin Wheatley
Resident involvement in social housing in the UK and Europe: research and good practice
Briefing by Janis Bright
Serious detriment in landlord and community services
Network briefing by Tim Horsley, Mike Jones and John Wheeldon
Democratic filter or bureaucratic blockage? The proposed changes to the complaints system
Network briefing by Sue Farrant
News
Regulator publishes new guide for tenants and service users
The Scottish Housing Regulator has today published How We Regulate: A guide for tenants and service users
Housing Regulator seeks tenant feedback to help improve services
The Scottish Housing Regulator is seeking people to join a new National Panel
Scottish Housing Regulator publishes Revised Tenant and Service User Satisfaction Indicators
We have published revised technical guidance on the tenant and service user satisfaction indicators that we will use to monitor and assess landlords’ achievement of the standards and outcomes in the Scottish Social Housing Charter
Have your say at our tenant consultation events
Scottish regulator consulting on the Charter
Local authority model complaints handling procedure
Published by the Scottish public services ombudsman
Tenant Panels: Options for Accountability
Delivering the best housing services requires effective Tenant Panels
Better access to public sector information moves a step closer
The private sector and the open data community are to have greater influence over the release of public sector data to encourage the creation of high-value businesses and promote economic growth
Helping tenants take control
Plans to make it easier for council tenants to take control of their local neighbourhood and services were announced
Grant Shapps: Helping tenants take control
Plans to make it easier for council tenants to take control of their local neighbourhood and services were announced
Older People’s Commissioner calls for better protection for care home residents
Older People’s Commissioner for Wales, Ruth Marks, has called on the Welsh Government to review and update guidance to offer greater protection for residents of care homes at risk of closure
New Scottish Housing Regulator publishes regulatory framework
The framework explains how the Regulator will operate when its new powers and duties go live on 1 April. Today’s publication follows an extensive public consultation last year which received more than 230 responses
DCLG consultation: changes to land use change statistics, rationalised collection of local authority housing statistics and publication of regional statistics
Responses sought by 2 April 2012
HCA toolkit: community engagement
Online toolkit to recognise what community engagement looks like, how to be open to innovation and how to explore new ideas to meet local needs
Shapps pledge to abolish 'digital apartheid'
People in online households can save more than £200 a year shopping and are 25% more likely to find work
HQN council tenants' guide
We are pleased to offer your organisation a complimentary copy of the HQN Residents' Network guide to help tenants through the process of a stock options review.
White working-class views of neighbourhood, cohesion and change
Joseph Rowntree Foundation report recommends changing community cohesion to a grassroots initiative, embracing difference and diversity
Openness and accountability in local pay
Draft guidance under section 40 of the Localism Act
Northern Ireland HE: amendments to the HMO registration scheme
Proposed amendment to make clear provision for payment of the registration fees on the first registration of relevant houses, or on renewal of registration
Calls on social landlords to help their tenants reduce energy bills
Grant Shapps urges the use of existing funding models to start 'Pay As You Save' schemes for tenants
New external complaints reviewer appointed
CEDR will investigate complaints at stage 3 of the TSA complaints procedures providing independent external
Review of statutory duties placed on local government
Download the list (revised 30 June 2011) and summary review paper
