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Annual Reports

VFM: getting it right

It’s been a while since I wrote anything about value for money (VFM). As it’s come up at a number of benchmarking club meetings recently, I thought I’d recap where we are. Global accounts 2019: tidings of regulatory joy? Or mild frustration? The ‘new’ VFM standard has been operative since April 2018. As always, the …..Read the full article »

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What do tenants want? Capturing The Customer Voice II

Following the release of our extensive research into how landlords capture the customer voice, we are now pleased to share the findings from HouseMark’s online resident survey, completed by close to 8,000 people. This is one of the largest resident consultation activities carried out in recent years, with respondents from a range of landlord types …..Read the full article »

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SPBM Benchmarking 2019 – 2020 Calendar

Please note the following dates and deadlines for submitting SPBM benchmarking data. : Q2 (April – September 2019 data)  Period end 30 September Data entry deadline Friday 15 November 2019 Q4 (April 2019 – March 2020 data)  Period end 31 March 2020 Data entry deadline Friday 16 May 2020 Sector Scorecard  The Sector Scorecard data …..Read the full article »

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Capturing The Customer Voice – phase 1 of the review published

Resident satisfaction surveys continue to be an essential tool used to shape services, improve ways of working and enhance the customer experience of residents across the social housing sector. In 2011, HouseMark launched what is now the dominant framework for capturing and comparing customer satisfaction, STAR. With more than 300 landlords regularly using it to …..Read the full article »

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Does survey timing affect the results you get?

A frequently asked question when we’re scoping a project is: when is the best time to send out a survey? You might think that the summer is optimal because the sun makes people happier, and there is evidence to support that. But being in a good mood may not mean you rate a product or …..Read the full article »

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Safe, warm and sheltered: is that how your tenants feel?

The Danes – regularly named as the happiest people in the world – talk about hygge. Roughly translated, hygge means feeling safe, warm and sheltered in a storm, usually with friends or family. The concept of hygge has spread worldwide in the past few years. Since the Grenfell fire two years ago, landlords have started …..Read the full article »

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Using satisfaction data to drive a better customer experience

In the commercial sector, good customer experience (CX) is critical to success. In fact, Gartner research from 2018 found that over 80% of commercial organisations expect to compete mainly based on customer experience in 2019. Nearly three-quarters of organisations in their multi-country survey now have a dedicated CX team, of which more than a quarter …..Read the full article »

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You’re never too small for a survey

Finding out what your residents think is now a way of life in the social housing sector. But some smaller providers have concerns around cost, confidentiality and benefit. We’ve recently been working with some of the smallest landlords in the industry, with under 100 homes – and we’ve all been blown away by the results. …..Read the full article »

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Get more out of your surveys

Customer satisfaction surveys are important, but you don’t have to do the same old thing every time. I’ve been working with landlords who are supplementing the core questions with some really interesting enquiries – and the results are even more interesting. For instance, what about your residents’ aspirations? In the past everyone has probably asked …..Read the full article »

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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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