Response to the Housing Ombudsman: Complaint Handling Code consultation 2023
Institute of Customer Service response to the Housing Ombudsman’s consultation on its Complaint Handling Code.Â
Response to the Regulator of Social Housing: Consultation on the consumer standards
Institute of Customer Service response to the Regulator of Social Housing’s consultation on consumer standards.Â
Time to move the dial on growth
This time of year always feels like it’s about renewal as spring starts to show through and, in fiscal terms, we move from one financial year into the next. So…
Head to Head with Baroness Bennett (Green Party Peer)
Baroness Bennett, Green Party Peer, will be meeting with Jo Causon, CEO of The Institute of Customer Service, as part of our Head to Head series to discuss leadership and…
Mind the gap – but most of all focus on which side you will fall
The papers would have us believe the economy is on a razor’s edge, with every issue of economic figures scrutinised for signs we’re either in or out of a recession.…
Falling customer satisfaction creates a productivity drag at the worst possible time
As 2023 gets underway, the UK economy is hovering on the verge of a recession. With the cost of living crisis making itself felt and inflation still around double digits,…
Resilience in the new environment
Is there a phrase more distinctively British than the stoic wartime imperative to “keep calm and carry on”? Having watched the commentary in relation to the record temperatures set across…
The urgent need for moral leadership
In times of crisis, when uncertainty is rife, leaders who can inspire trust and temper anxiety are indispensable. Given how tumultuous the world is, the need for robust and moral…
The need for speed: finding the right balance
Given all that is happening in the world right now, from the escalating cost of living crisis to the recent conflict in Ukraine, we could be forgiven for feeling a…
Build emotional connections to retain employees
By Jo Causon, CEO, The Institute of Customer Service It's no secret that the nation is facing a severe skills shortage. Even before the pandemic hit, many industries were experiencing…