About
With a new consumer-focused regulatory framework about to be launched there has never been a better time to re-visit your services and understand how you are performing from the perspective of your tenants and to be able to provide assurance to your Board, elected Members, the Regulator and most importantly, your tenants. Bringing many years of experience of leading and delivering services within housing association, ALMO and local authority organisations, our number one passion is helping landlords provide customer focused services and safe, well-maintained homes and neighbourhoods.
We know that ‘the data’ does not always tell the real story about the experience of your tenants. Our sector is truly ‘in the spotlight’ and there has never been a more important time to get to grips with the reality ‘on the ground’. We bring a personal, tailored approach to all our work, which will fit with your organisation’s values.
We can help you better understand your customers’ ‘pain points’ and put workable actions in place to eliminate them. From whole-service re-designs, to ‘deep dives’ into specific functions, we will work with your management teams and employees to help you on the road to improvement. Our experience enables us to make a unique offer to local authorities and their arms length management organisations. We can help you ‘shore up’ your housing offer, to help you comply with the ever increasing legal and regulatory framework.
We take a ‘policy to practice’ approach to help you plan and deliver operational services and we can help your employees deliver better through engaging and enjoyable training sessions. We are connected with long-standing and well-known specialist consultancy organisations to provide additional capacity when and where it is needed. We operate an honest and fair pricing policy and will take the time to get to know exactly what you need and how we will help, before we begin our work with you.
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Kate Davies
Chief Executive / Notting Hill Genesis
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Based on our experience and comprehensive understanding of today’s housing sector, its risks and challenges, Simone Russell Housing Solutions have developed a service offer as a guide. However every project, whether large or small, will be tailor-made for your organisation.
Improve your services and be Regulation Ready
We can help you be compliant. We can produce a gap analysis of your services against the new regulatory standards, using our unique 360° ‘Reveal’ tool.
- Taking a methodical and ‘hands-on’ approach we will work with you to unpick your performance and assess this against the required standards
- We can work with your tenants to help identify how prepared you are for the introduction of the new tenant satisfaction measures, and support tenants in taking on their new role within the proposed regulatory framework
- With our flexible and responsive way of working, we can help you respond as soon new standards emerge
- We can work with you to produce deliverable action plans
‘Reveal’ service improvement tool
Your senior leaders and your Board need to understand what is ‘happening on the ground’ within your organisation. Reveal is a creative, independent approach to tell you how your organisation is performing and put you on the path to improvement.
- Reveal provides an independent view of your performance, operations and regulatory compliance
- Gains the perspective of all key stakeholders within your organisation
- Provides you with a full insight into your current position, enabling you to plan your way forward
- Gives your people a ‘safe place’ to share their views
- Can also include external stakeholders – the choice is yours
- Will become a key part of your assurance and risk management framework
- Will help you avoid unpleasant surprises down the line – or when the regulator calls!
Customer experience and complaints management
We can provide you with support in developing an integrated customer service approach to your digital transformation projects, ensuring that access to services meets your customers’ needs and expectations, enabling you to bring a balance of local presence and a full digital offer, based on the needs of your customers.
Effective complaints handling
When it comes to managing complaints the Housing Ombudsman has made it clear that it’s not just about what you do, it’s about ‘how you do it’. We can help you bring about cultural change, from your Board to the operational teams who manage complaints. We can offer a full service in reviewing your complaints policy and processes, recommending changes and if you require, delivering a full change package, including training operational staff, managers and Board Members.
Service transformation and re-design
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Aileen Evans
Chief Executive / Grand Union Housing Group / immediate Past President, Chartered Institute of Housing
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Resident engagement
Equality, diversity and inclusion
Customer focused service delivery
Through our connections we can recommend customer segmentation options, moving away from traditional approaches to profiling and enabling you to make relevant decisions about the services you provide and how you deliver them.
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Claire Astbury
Head of Housing Strategy and Development / Luton Borough Council, formerly External Affairs Manager, National Housing Federation
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Interim management solutions
Training, awaydays and strategy sessions
Training we provide includes:
- Introduction to social housing
- Our new housing environment – risks and opportunities
- Housing regulation – what to expect
- Equalities in action
- Safeguarding awareness
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Patsy Dell
Executive Director / Sustainable Growth, Hertfordshire County Council
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Helping local authorities deliver the great services which tenants expect
The new proactive regulatory arrangements will be a challenge for many local authorities and ALMOs.
We can help you:
- Utilise your non-housing resources and expertise to add value and help deliver better outcomes for your social housing tenants - and vice-versa
- Develop a clear framework for measuring and reporting on your services and the quality of your homes, working within and around your existing governance arrangement and structures
- Deliver a real-time housing performance dashboard’ giving you a one-stop shop for ‘everything housing’
- Ensure you are ‘regulation ready’ - complying with and reporting against the new consumer standards and tenant satisfaction measures
- Identifying and mapping where all your landlord and related services are located within your corporate structure
- Carrying out a gap analysis against the new consumer standard framework
- Telling you where you are compliant or not and what you need to do to get there
- Creating a real-time performance management framework, giving you instant access to everything you need to know to demonstrate compliance and prepare you for the new pro-active regulatory framework
Service re-structure and transformation
We can help by giving you specialist support in:
- Delivering a more flexible approach to service delivery and improve the customer experience – crucial in our post-pandemic environment
- Restructuring specific services to provide a more efficient and highly performing housing offer
- Linking non-housing services to your landlord offer to help improve your tenants’ wellbeing and making sure they have access to key local services
We have a developed an innovative 360° tool so that you can get to grips with ‘the real picture’ of service performance on the ground. For more information on ‘Reveal’ click here.
ALMO options appraisal and re-integration
We offer an intelligent, methodical and sensitive approach to:
Options appraisal
- Customer experience and service quality
- Value for money
- Shared back-office service options
Full integration package
Our package will guide you through every stage of the process, from initial resident consultation to managing legal and financial matters, contract novation, HR, communications, service integration, new post-integration governance arrangements and full ALMO re-integration and wind-up package.
Innovation in meeting housing needs
With our direct experience of housing development through a wholly-owned company we can:
- Help you make the business case for expanding your housing offer, tailored to your locality
- Propose creative options for setting up a delivery vehicle, including shareholder and management arrangements, full suite of operational policies and performance management systems
Member training
We can deliver informative and engaging training for your elected Members on ‘everything housing’.
Specialist areas include:
- Introduction to social housing
- Our new housing environment – risks and opportunities
- Housing regulation – what to expect
- Equalities in action
- Safeguarding awareness
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Jo Savage
Chief Executive / Greatwell Homes
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Connections
Work with us
Working together to deliver more.
We are keen to hear from you if you wish to be associated with us and if you feel you can bring your specialism to the table. Please get in touch for an informal discussion – we look forward to hearing from you!
Our associates
We are pleased to announce that we will be working in association with:
Colin Wiles has over 40 years’ experience in affordable housing, working for housing associations and local authorities. Since 2010 he has worked as a freelance consultant, providing service for dozens of clients. He specialises in governance, regulation and writing reports on housing topics. He has authored three reports for the Intergenerational Foundation on micro-homes, cladding and housing issues during the pandemic.
Paul has 40 years experience gained in social housing, care and support, many years at Director level for a housing association. Paul has also been a non-Executive Director in the housing association sector, where he chaired the Services and Care and Support Committees, and held the role of vice-chair of the Board.
Paul is now undertaking consultancy projects and interim assignments. Paul’s most recent interim placement is the CEO role for a specialist housing association.
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