Housing

Demand for social housing is increasing, and the economic downturn means that housing organisations now have a vital role to play in tackling financial exclusion and supporting their tenants in accessing training and employment. These increasing pressures come at a time when tenants' expectations of housing services have never been higher.

Furthermore, the Tenant Services Authority is placing increased emphasis on the value and importance of using real-time customer satisfaction data in ensuring that the quality of services delivered by housing providers meets customers' expectations.

"I believe that if we are serious about tenant satisfaction we should not simply rely on a survey every three years and that's why I want to encourage landlords to move to real time satisfaction reporting - at a local level too." Peter Marsh, Head of Tenant Services Authority.

Housing organisations across the country are increasingly relying on GovMetric to help them manage tenant satisfaction effectively, whilst simultaneously reducing the cost of service delivery and freeing up staff capacity to meet rising demand.

The GovMetric service provides constant, near real-time feedback from your tenants on their experience of your service delivery. It's designed to be very cost effective, and as a managed service allows us to bring analysis leading to meaningful, actionable improvements directly to your desktop - without any of the drawbacks (administrative overheads, costs, low response rates) associated with traditional paper or telephone-based survey methods.

GovMetric can help housing organisations to:

• Meet and exceed audit requirements around tenant engagement and insight
• Understand whether the voices of all tenant groups are being heard, including vulnerable or minority groups
• Demonstrate a track record of excellent service to potential tenants, partner agencies or in the context of service expansion opportunities
• Reduce service costs - happier tenants take better care of their property and neighbourhood
• Ensure that quality of customer service remains acceptable, whilst demand increases and budgets are cut
• See where savings can be made without seriously impacting service delivery
• Optimise the effectiveness of cheaper access channels
• Measure service demand across the board to ensure capacity remains adequate

'We provide many different services to residents and other members of the local community, so getting what we do right first time is really important to us. GovMetric will help us to find out what customers think about our services and their feedback can help us to improve them.' Samantha Horne - Head of Customer Services, Spire Homes

'The insight we get from GovMetric is making a real difference to the way we provide services, and gives our customers confidence that we are listening and acting on what they tell us' Karen Armitage - Chief Executive, Stafford and Rural Homes

NEWS: Cestria Community Housing tenants welcome the arrival of GovMetric