D

Digital Myths

How confident are you using the internet? On a scale of 1 to 10. And how confident would you say the average user of social housing is? Last week , I posted about the myth of social housing residents and digital inclusion. How 99% of our new customers said they had the ability to access the ...

T

The Rules of Attraction

I was asked a question the other day: “No-one is engaging with our Facebook discussion. Will you have a look at it and tell us what you think?” I turned the question back on them. “If it was you. And you were the customer. Would you have joined in?” After a few seconds deliberation – ...

T

The Great Divide?

Residents of social housing are , pretty much , excluded from access to the internet. If you believe everything you read. Grant Shapps MP once said Social Housing tenants live in a “digital apartheid” Martha Lane Fox has said that “Almost half” of the UK’s adult population who do not use the internet live in social ...

W

What’s in a name?

How do you describe what you do? A few months ago an incredibly wise guy by the name of Bob Battye delivered a session to our Leadership team. He challenged us to re-write our Linkedin profiles describing what we were like as people – what we were actually about – rather than what we actually ...

L

Let’s make job descriptions inspirational….

About 3 months ago I posted a blog/rant about why most Job Descriptions are complete rubbish. You know what I’m talking about. You read the one for the job you are doing now. Uninspiring: Although you said it was really really exciting at interview. Impenetrable: You had to search the web to understand some of ...

F

Future Service: Everything is Connected to Everything

This is a future blog. It’s from Jack, a tenant. He wrote it in August 2017 and sent it to us to give a glimpse of how our services have changed. In a world where everything is connected to everything. He says all of the following is possible. “I moved into the flat a year ago ...

B

Break Your Own Rules

I had a couple of great little customer service experiences recently that I’d like to share. On both occasions the employee admitted breaking the rules.  They had done something that I , the customer , thought was great service. But it was against the practices or policies as applied by their own managers. See what you ...

S

Social Media: A Trust Thing

I’m lucky. I’m part of an organisation where everyone has access to social media. Anyone can set up a Facebook or Twitter account. Anyone can blog. Without restriction. No Policy. One Rule – “If you wouldn’t say it out loud in the cafe area – don’t put it on social media.” So it’s shocking to ...

D

Disrupt your Industry. Or be Disrupted.

A customer called us recently. His call was answered really quickly. A repair was needed to his home. His problem was diagnosed with just a couple of questions. He was given a time and date for the repair. He was told it would be in two weeks time  – a part was needed that wasn’t in stock. ...

Y

Young People are not the problem. But Employers often are.

The other day I was sitting with my colleague , James Walsh , and a Recruitment Consultant – talking about the difficulties of employing young people.  And how employers , and outdated recruitment practices,  are all too often part of the problem. Unintelligible jobs descriptions. Never giving candidates any feedback. Lack of mentoring. The insistence on applying 20th ...

Browse Categories