HO

Housing Ombudsman (but could also be Housing Officer so it depends on the context)

The Ombudsman investigates complaints and resolves disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities), as well as for voluntary members (private landlords and letting agents).

HQN

Housing Quality Network

HQN provides high quality advice, tailored support and training to housing associations, councils, ALMOs and other housing providers.

EDI

Equality, Diversity & Inclusion

Often used to describe sensitive data or considering impact it may have on specific groups.

Executive Leadership Team

DFG

Disabled Facilities Grant

A DFG is a grant that can help a disabled person make changes to their home. It is means tested.

DV

Domestic Violence

Acronym

Proper Name

Explanation

CF

Customer Forum

Customer Panel open to all customers.

CLT

Corporate Leadership Team

Heads of service from all departments across LHP

CPI

Consumer Price Index

A consumer price index (CPI) is a price index, the price of a weighted average market basket of consumer goods and services purchased by households.

This is commonly used to calculate inflation & the cost of living

CS

Consumer Standards

A group of regulatory standards that RP’s are expected to meet, split into 4 categories:

• The Safety and Quality Standard

• The Transparency, Influence and Accountability Standard

• The Neighbourhood and Community Standard

• The Tenancy Standard

Each standard includes a set of criteria that landlords are expected to measure themselves against.

CSAT

Customer Satisfaction

Survey to gain information about customer satisfaction.

CSE

Customer Service Engagement or Customer Service Excellence

Title of LHP team or name of accreditation award.

CSP

Customer Scrutiny Panel

LHP Customer Panel carrying out in depth scrutiny reviews of our services.