​​​​​​​​​​​​​​​​​​​​Customer excellence club

As customer expectations are raised, social housing providers are coming under more pressure to deliver excellent customer services. Running an effective business means understanding your customers and providing tailored services that deliver excellence and value.

HouseMark's new customer excellence club, born out of the successful complaints club, addresses service and technology and issues. The club is in response to members' requests​ to have a broader forum addressing customer services issues.

​Topics covered

  • maximising technology to deliver personalised services ‘right first time’

  • promoting digital inclusion

  • how to undertake effective profiling to deliver tailored services

  • how to best capture feedback to improve outcomes

  • customer journey mapping

  • creating a customer-centered culture

  • the effective management of complaints and how to learn from them

Meetings and location

​​There are three meetings per year in a northerly and southerly location.

​More information

​​If you would like more information or would like to join, email or call .​

 Specialist clubs



Active asset management club https://housemarkbusinessintelligence.co.uk/Pages/Knowledge/AAAclub.aspx Active asset management club
ASB club https://housemarkbusinessintelligence.co.uk/Pages/Knowledge/ASB-club.aspx ASB club
Business assurance club https://housemarkbusinessintelligence.co.uk/Pages/Knowledge/BAclub.aspx Business assurance club
Customer contact centre club https://housemarkbusinessintelligence.co.uk/Pages/Knowledge/Customer-contact-centre.aspx Customer contact centre club
Customer excellence club https://housemarkbusinessintelligence.co.uk/Pages/Knowledge/Customerexcellence.aspx Customer excellence club
Estate services club https://housemarkbusinessintelligence.co.uk/Pages/Knowledge/ESclub.aspx Estate services club
Private rented sector club https://housemarkbusinessintelligence.co.uk/Pages/Knowledge/PRSclub.aspx Private rented sector club
Voids club https://housemarkbusinessintelligence.co.uk/Pages/Knowledge/Voidsclub.aspx Voids club
Welfare reform impact club https://housemarkbusinessintelligence.co.uk/Pages/Knowledge/WRIclub.aspx Welfare reform impact club