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SFHA hosts redesigning services workshop for members

By Gemma Connell, SFHA Innovation and Future Thinking Project Support Co-ordinator.

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Back in February, SFHA hosted our Housing Service Design Champions training, where Hazel and Mike from Open Change facilitated a brilliant and collaborative three-day workshop. It focused on how the user experience is essential to creating efficient and effective services. Michael, Social Insight Lead wrote a blog on the training, which you can read on here.

Following on from the success of the workshop and appetite from our members for more opportunities in service design, we were delighted to, virtually, welcome back Hazel and Mike who facilitated a two-day workshop using Microsoft Teams on redesigning services that focused on repairs services in housing associations.

The service design process can help you to define the problem, collaborate, and decide what resources are needed and where. One of the benefits of the workshop was it encourages you to be open minded and innovative in your ways of thinking and working.

The workshop focussed specifically on the repairs service in organisations. The groups worked in virtual break-out rooms, with staff from different SFHA member organisations, and discussed how we might gather data on service failure, helping tenants to resolve more problems themselves, and what factors cause dissatisfaction.

Feedback from members who attended the session included:

“Really useful and thought-provoking. Online format and breakout rooms worked really well. Loads to think about.”

“Really energising and exciting discussion.”

SFHA understands the impact and importance of service design. Our innovation team are committed to supporting our members in this area and will continue to look for, and provide, opportunities for our members.  

Stacey Dingwall, SFHA Policy Lead, took part in the training and said: “The work will influence the future of service delivery and offer lessons for the sector and beyond."

If you would like to get in touch with our innovation team, email us via innovation@sfha.co.uk


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