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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Housing and the Customer


Understanding needs and delivering services

Housing and the Customer


Following our office closure due to the ongoing coronavirus, the bookshop is currently closed. We will advise customers once we are able to take new orders. Meanwhile, please do not attempt to place an order for physical books as we are unable to fulfil these orders at present.

It is vital that social landlords understand the needs of their existing and potential customers - who they are, what they need, and how services can best be delivered. This book examines the idea of the 'customer' in housing and the challenges in using customer-focused models. It argues that a more customer-based approach can help organisations deliver more efficient services and better meet tenants' needs. The book focuses on housing in England, but is applicable across the UK and beyond. Examples are drawn from England, the rest of Europe and the US.

This book will help social landlords understand who their customers are and what they expect from service providers. One result of organisations understanding customers' needs is that they can be more efficient in targeting resources and in keeping in touch with customers. The book has arguments, ideas and examples that will not only help landlords to meet their social and legal obligations of involving service users, but also to win new business, keep and retain high quality staff, maintain good relationships with lenders and investors, and sustain their reputation.

Involving service users has long been important in social housing and the book explains how service users can shape housing 'products' and the quality of their delivery. The book has numerous practical examples (from within the sector and beyond) and illustrations of how performance can be improved. Everyone concerned to gain more 'insight' into their housing customers should read it.




Joanna Richardson

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