Publications

Excellent customer service is not an add-on to the business: it’s a vital component which needs to be valued and owned by all – if one part of the business doesn’t do this, it can affect the reputation and performance of the whole. It’s about getting the core business basics right and understanding how and where you can add extra value.

The guide is particularly timely as budgets in both many housing and related support services and health services are facing budget constraints. These pressures could make the two sectors retreat in to their silos, or it could drive innovation in how housing and health together deliver more personalised and cost-effective services.

• why is fire safety an issue for housing?
• fire safety in housing: the legal framework and key guidance for housing providers
• carrying out a risk assessment
• working in partnership with fire and rescue services
• working in partnership with tenants, residents, and communities
• tackling fire-related anti-social behavior
• the use of domestic sprinklers
• questions and answers from the CFOA, WMFS and CIH seminars
• glossary of key terms

It focuses on the parts of the report that relate to improving the operation of the housing market.

Many of the issues set out in the report will be familiar to people who work in housing. However, they are collected together here to encourage those of us with a responsibility for leading a process of improvement to tackle them with leadership, commitment and resources. We need a comprehensive system of property management and maintenance in Scotland.

Also of importance are recent legislative changes, such as the Race Relations (Amendment) Act 2000, which now places a duty on bodies positively to promote equality of opportunity.