Housemark’s Housing Data and Analytics Summit on 9 November will feature a range of in and out of sector data experts speaking on a variety of topics.
Over the last few weeks, we’ve been introducing our expert speakers and this week it’s time to find out more about Dan Blake, Executive Director – Customer Experience at Berwickshire Housing Association and Jonathan Cox, Director of Data and Business Intelligence at Housemark. Dan and Jonathan will join us to discuss how to ‘hear the customer voice through your data.’
In their session, we will explore how we can use customer feedback and satisfaction data better. As Housemark collects and analyses satisfaction and performance data, we’ll be able to look at UK wide trends and discuss how we can use the satisfaction data to drive change and improve your performance and satisfaction. Dan will bring practical examples from Berwickshire Housing Association. As a Scottish landlord, they’ve reported on customer satisfaction for over 10 years and Dan has significant experience in driving service improvements thought feedback data.
Get to know Dan Blake
Dan is the Executive Director for Customer Experience at BHA, responsible for the strategic delivery of all housing services and wider community initiatives. Dan began his career in Glasgow’s East End, with Milnbank Housing Association, progressing to West Lothian Housing Partnership, Barony Housing Association and latterly Loretto Housing Association, all part of Wheatley Group.
A proud member of the Chartered Institute of Housing (CIHM), Dan formerly sat on its Board over a two-year term. He has been involved in work with Glasgow and West of Scotland Forum for Housing Associations and more recently he has been an active contributor to the Scottish Federation of Housing Associations ‘Innovation and Future Thinking’ programme. Dan is also the advisory board chair at Housemark Scotland.
Get to know Jonathan Cox
Jonathan has over 15 years of experience providing data analysis and business support to the social housing sector. He previously worked for two large London Housing Associations before joining the Housemark data team in 2012. Jonathan has delivered a range of data consultancy projects, and recent clients include Catalyst Group, Trivallis, Solihull Community Housing, Stonewater Group and Aster Group.
Book your places today!
Learn from and be inspired by Dan and Jonathan and other speakers, network with peers and explore the value and potential data can bring to your organisation – book your places now.
Tenant Satisfaction Measures and staying ahead of regulation
Housemark developed and owns the voluntary STAR framework used for measuring and comparing resident perception. We undertake thousands of telephone interviews each month across the housing sector to monitor satisfaction, allowing us to optimise data collection and TSM methodologies to meet the new requirements introduced in April.
If you’d like to chat about where your organisation is at in terms of the new Tenant Satisfaction Measures, or need Housemark’s help with your data strategy or future reporting, please find out more and book a discovery call.