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Issue 15. October 2019
Dear contact.firstname

Welcome to the October 2019 In Brief!

With continuing uncertainty surrounding Brexit and a general election now set for December, it remains a challenging time for domestic policies to progress. However, this month the Homelessness Action Group released their first report for the Welsh Government, focussing on immediate, short term actions to end rough sleeping. You can read it here.

This month’s In Brief features the latest from HouseMark’s STAR review, which has now moved to the analysis phase before the draft framework is shared next month. The response to the research phase from both landlords and residents has been overwhelming, demonstrating the sector’s commitment to responding positively to the emerging policy environment.

HouseMark provides a range of solutions to help you achieve outstanding performance. From our modernised data and business intelligence platform, to our exciting programme of events, seminars and clubs, our membership provides a variety of opportunities to improve, transform and innovate. To find out more about how we could support your organisation, contact

In this edition:


'Overwhelming' response to STAR review shows sector's commitment to customer satisfaction 

HouseMark has released the findings of two significant pieces of sector-wide research as part of our STAR review. Following an overwhelming level of response from both landlords and residents, demonstrating the sector's commitment to customer satisfaction, the research phase has now come to a close.

‘Capturing the customer voice’ shared the findings from a sector-wide survey completed by more than 250 providers from across the sector, off all types and sizes. The key findings from a survey of close to 8,000 residents, one of the largest resident consultation exercises carried out in recent years, have also been shared. The surveys were complemented by telephone interviews and regional workshops with landlords and residents.

The sector’s top ten requirements for a new customer satisfaction framework have been identified. You can read them here

“There has been overwhelming interest from both landlords and residents in HouseMark’s STAR review, demonstrating the sector’s focus and commitment to improving customer satisfaction. Providers want to be able to measure resident feedback effectively and use it to drive service improvements, and there is a clear desire from residents that their voices are heard, and feedback is acted on.

“Higher customer expectations, new technologies and an appetite from landlords to listen and respond to resident feedback represents an amazing opportunity to respond to the emerging policy environment.” 
Laurice Ponting, HouseMark Chief Executive

HouseMark has commissioned TLF Research and Acuity to further analyse the findings and proposals will be released in November. 

We are also looking for a small number of landlords of varying shapes and sizes to help us test the proposed framework with their residents. Participating landlords will receive a summary report from HouseMark which compares their findings anonymously with other participants. If you’re interested in finding out more about this, please contact


Ten things we learnt from the Housing Data and Analytics Summit 2019

On Tuesday 1 October HouseMark’s flagship event, the Housing Data and Analytics Summit, took place at Millennium Point, Birmingham. More than 150 housing data professionals attended for a day full of presentations, insights and discussions on the power of data. We share our ten key takeaways from the day here.

With early-bird tickets for the 2020 event now on sale, make sure you don’t miss out next year and book your place today!


Scottish landlord uses HouseMark data to evidence performance to residents 

Scottish landlord Prospect Community Housing recently made use of their HouseMark data when assessing their repairs service with residents, creating a shared understanding of performance to facilitate transparent resident engagement.

Catherine Louch, Housing Manager at Prospect Community Housing explains “The Prospect Scrutiny Group was able to come together with members of staff to see how our repairs performance compares to our peers. By putting our HouseMark data up on the big screen, it was clear to see how we compared to other landlords. The information was meaningful and easily accessible for our tenants to understand.

“Being able to compare our cost vs performance with others was incredibly valuable. What the group saw was that Prospect was one of the best performing landlords in terms of timescales to complete repairs. Higher performing landlords for satisfaction and timescales had higher costs, and the group decided that they were happy with the balance and in a positive place as an organisation.”

Based on the understanding of Prospect’s repairs performance relative to the cost to residents, the group did not recommend any significant changes to the service.

You can read the full case study here.

Specialist Clubs

Renewal information coming soon!

This year we welcomed more than 250 professionals from across the housing sector to our Specialist Clubs to come together and access best practice, latest thinking and networking opportunities. If you’ve been a member of one of our Specialist Clubs in 2019, keep an eye out for your renewal information which will be sent to all members soon.

It's also not too late to join for the final meeting of our Repairs and Active Asset Management Club in 2019! Taking place in London on 14 November, it features expert speakers from a range of organisations including Clarion Housing Group and Savills. You can view the programme for the meeting here.

For further information on all HouseMark events and programmes, and to book places on one of our events visit; or contact the Events Team at / 02476 460500.