Leadership Insights
Leadership Insights
Social Housing: The changing expectations of the customer
The UK’s social housing sector is facing a customer service crisis; a number of systemic issues are causing stagnated productivity and an urgent need to improve...
By Tom Neely
Leadership Insights
How to prepare for a video or telephone interview
In an ever shrinking world and against a backdrop of austerity and budget challenges, the request to undertake an initial telephone or video based interview is...
Leadership Insights
5 tips for successful video interviews
It’s old news; 93% of all communication is non-verbal. Laying eyes on one another is an integral part of being human. With the prevalence of smart mobile...
Leadership Insights
Customer Service: Changing the face of Housing Associations
In a sector where customers can’t always choose their provider, housing associations have often come under fire for their customer service levels. Berwick...
By Tom Neely
Leadership Insights
Evolving senior leadership for the evolving customer journey
Housing associations which are embracing change and creating first class customer service are allowing the modern tenant to thrive.
By Tom Neely
Leadership Insights
Leading Customer Excellence through Excellence in Leadership
As part of the panel at Inside Housing’s Customer Experience Conference in London this week, Tom Neely enjoyed being involved in the interesting discussion...
By Tom Neely