DTP Briefing - Delivering High Quality, Customer Focused Core Services

DTP, in partnership with Capsticks, hosted a free online briefing for social housing providers focused on strengthening core services in line with the Consumer Standards, performance expectations and the growing emphasis on the customer voice. Hosted by DTP Director Angela Lomax, the session explored practical approaches to effective service reviews that support better prioritisation, stronger compliance and improved outcomes for tenants. It focused on how well-designed, customer-led services can stand up to scrutiny and deliver measurable improvement. The speakers were: Karen Doran from the Regulator of Social Housing, sharing what the RSH is looking for in relation to service outcomes and customer focus. Hannah Pryce, Bournville Village Trust, on core service reviews, customer-driven change and outcomes Mark Jones, Acis Group, on operational and technical improvements to repairs and maintenance, including performance and cost gains Darren Hooker, Capsticks, on legal and advisory support for effective service improvement