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Housing satisfaction: are we learning to listen and listening to learn?

Simon Williams reflects on customer satisfaction and resident feedback. Why do we collect it, and how has it developed? The broad concept of ‘listening’ to better understand how people live, what they want and what they need has been around since before World War II with the introduction of the anthropological study Mass Observation. Since …..Read the full article »

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Focus on resident satisfaction

There are many ways to monitor what your customers think about your services, and focus groups can be a really important part of the mix, giving you an unrivalled source of detail and helping to inform your questioning. There’s a place for focus groups in every organisation’s strategic plan for monitoring customer satisfaction. How can …..Read the full article »

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telephone

Reach out to your residents – and reap the benefits

Whether you want to track overall satisfaction, or how well your repair team are doing, there are many benefits to organising telephone surveys – which makes them fantastically cost-effective. Not only does it streamline getting the sample you need, but done properly, it can improve customer service and even support customer recovery. You’re effectively getting …..Read the full article »

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Tenants: what matters most to them?

Finding out what tenants think is increasingly important to housing associations, both because it’s good customer service and as part of the new regulatory framework. But how do we know we’re asking tenants the right questions? Do housing associations and tenants share the same priorities about what’s important? United Welsh, a housing association managing almost …..Read the full article »

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SPBM Benchmarking 2018 – 2019 Calendar

Please note the following dates and deadlines for submitting SPBM benchmarking data. : Q2 (April – September 2018 data)  Period end 30 September Data entry deadline Friday 16 November 2018 Q4 (April 2018 – March 2019 data)  Period end 31 March 2019 Data entry deadline Friday 17 May 2019 Sector Scorecard  The Sector Scorecard data …..Read the full article »

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Digital transformation: easier and cheaper than you think

There are many advantages to being small. You have more legroom on a plane; you tend to bump your head less often; limbo is easier and you can get a job as a jockey. When applied to a business, you’re more likely to know the names of all your team (and probably their partners), you’re …..Read the full article »

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GDPR and CORE Data: what housing providers need to know?

Now that the dust has settled on the introduction of the General Data Protection Regulations, many of us are thinking more about how the new rules will work in practice. For those of us in social housing, one of the obvious question marks comes over the sharing of CORE (COntinuous REcording) data with the Ministry …..Read the full article »

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rocket_science

Customer satisfaction: not rocket science, but rocket fuel

Do your internal process measures tell you how good your service is for your customers? More importantly, do your measures of customer-perceived quality confirm it? Service quality is a subjective concept, and there are distinct differences between ‘internal process quality’ (the type of quality measures managers measure) and the ‘true’ quality obtained from the customer. …..Read the full article »

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There’s a customer experience revolution going on – but are our own customers being left behind?

Technology is at the heart of how many organisations engage with their clients on a day to day basis. According to The Path to 2020, a worldwide marketing research report by the Economist Intelligence Unit, it is believed that by 2020 customer experience will drive brands more than ever, leading to loyalty and a rising …..Read the full article »

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cash in pocket

Salaries Comparison for Smaller Housing Associations 2018

Once again this year Acuity is running its comparison of salaries, terms and conditions for smaller housing providers. Participants will receive a detailed report with a comparison and analysis of the terms and conditions offered by different providers that will help them and their Boards judge how the pay and rewards they offer compare with …..Read the full article »

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