how we work
good practice
how to gather views on service quality
references and resources
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How we work
Related documents
Guide to How We Regulate
(17/11/2008)
Guide to how we regulate page more...
Governance Matters
(01/09/2008)
Governance Matters Report (PDF) more...
Performance Standards
(14/03/2008)
Performance Standards page more...
SECTION 5 FURTHER RESOURCES AND GUIDANCE
Summary of other publications
Policy and practice background
Performance Standards for social landlords and homelessness functions, COSLA, Communities Scotland, SFHA, November 2001
A Good Practice Framework for Tenant Participation in Scotland, Ilene Campbell and John Flint, Communities Scotland Research Report 43, September 2004.
Guide to Successful Tenant Participation, Communities Scotland, October 2005.
Key Themes from Inspections – Tenant Participation, Communities Scotland, August 2005.
National Standards for Community Engagement, Communities Scotland, 2005.
Customer and Citizen Focused Public Services, Scottish Executive Central Research Unit, Stevenson, R and Gibson, P, 2002.
Performance Management in Local Authority Housing Services: an Empirical Review, SHBVN and Communities Scotland, Pawson, H et al 2004.
Good practice guidance
Consultation Good Practice Guide, Scottish Executive 2004.
Participation Handbook, Participation Services, Scottish Parliament 2004.
Performance Management in Housing: A Good Practice Guide, SHBVN and Communities Scotland, Currie, A and Currie, H, 2005.
Quality and Customer Focus: Good Practice Briefing No. 19 CIH, Chartered Institute of Housing, 2000.
Housing Management Standards Manual Version 2.7 CIH, Chartered Institute of Housing, 2003.
Research and consultation guidance
Quality and Qualitative Evaluation: A framework for assessing research evidence, Liz Spencer et al, Cabinet Office, 2003.
Public Service Reform, Measuring and Understanding Customer Satisfaction, MORI, 2002.
Understanding Research Methods for Social Policy and Practice. Saul Becker and Alan Bryman (eds) Bristol: The Polity Press, 2004.
Appreciative inquiry: asking the right questions, Learning Point 2, Scottish Centre for Regeneration, February 2005.
Surveys in Social Research, de Vaus, D.A. 5th edition, Routledge, 2002.
Analyzing Social Settings: A Guide to Qualitative Observation and Analysis, Lofland, John and Lyn H. Lofland 2nd Ed., Belmont, CA: Wadsworth Publishing Company,1984.
Qualitative Research Practice – A Guide for Social Science Students and Researchers, Ritchie, J and Lewis, J (eds), Sage, 2003.
Social Research Methods, Oxford University Press, Bryman, A 2001.
In the Field: An Introduction to Field Research, Burgess, R.G, London: Routledge. 1984.
Have you been PA’d? Using Participatory Appraisal to shape local services, Oxfam, June 2003
Participatory Learning and Action, A Trainers Guide, Pretty, J. N et al, IIED, 1995.
Learning from Stories, a method for learning from communities, People for Action, 2003.
Open Space Technology, Owen, Harrison, with Stadler, A. in Holman, P and Devane, T, The Change Handbook - Group Methods for Changing the Future, Berrett-Koehler, 1999
Working Whole Systems: putting theory into practice in organisations, Pratt J, Gordon P and Plamping D, 2nd edition, Oxford, Radcliffe Press, 2005.
The map to success - using process mapping to improve performance, Audit Scotland, May 2000.
Can’t get no satisfaction? Using a gap approach to measure service quality, Accounts Commission, 1999.
Listen Up! Effective Community Consultation, Audit Commission 1999.
Housing – Improving services through resident involvement, Audit Commission and Housing Corporation, Management Handbook, 2004.
Customer Involvement: Opportunities for Learning from the Private Sector? Office for Public Management, The Housing Corporation, 2002.
Feeling the Pulse: Interpreting and Using Public Opinion Research in Local Government, IDeA, Improvement and Development Agency, 2000.
Local e-Government Now: Building on Success, I&DeA and socitm. Improvement and Development Agency, 2004.
Assessment of Innovative Approaches to Testing Community Opinion, Laird, A et al, Scottish Executive, Central Research Unit, 2000.
Effective Research for RSLs, Laird, R & Greaves, K, Housing Corporation, 2000.
Running STATUS: a Guide to Undertaking the Standardised Tenant Satisfaction Survey, National Housing Federation, 2003.
Measuring and Understanding Customer Satisfaction, MORI, Office of Public Service Reform, 2002.
Promoting Inclusion of Minority Ethnic Communities: A Best Practice and Training Guide for Scottish Tenant’ Groups, Positive Action in Housing, 2002.
Good Practice Guidance - Consultation with Equalities Groups, Scottish Executive Central Research Unit and Equality Unit, Reid-Howie Associates, 2002.
Looking into Housing: A Practical Guide to Housing Research, Robertson, D and McLaughlin, CIH, 1996.
The Practical Guide to Social Welfare Research, Robertson, D and Dearing, A, Russell House Publishing, 2004.
Guidance Booklet No. 11: Good Practice for Interpreting and Translating, SFHA, 2001.
The Active Community – Innovative consultation and participation methods for housing, Sinclair, Frauke, Association of London Government, 1999.
Continuous Improvement for Housing Associations: Discussion Paper, Walker, R. M, The Housing Corporation, 2003.
