The housing sector is currently under unprecedented scrutiny. In the past 12 months we have seen Tenant Satisfaction Measures (TSMs) alongside the Social Housing Regulation Act enshrined in law, which has granted the Regulator of Social Housing powers to tackle social housing landlords “before people are at risk” and “holds landlords to account with regular inspections”.
Additionally, the Regulator of Social Housing (RSH) introduced new standards aimed at empowering tenants and ensuring they receive secure, safe, and well-maintained homes, along with strong support and communication from their landlords. As well as that, the Housing Ombudsman Service (HOS) has launched their Complaint Handling Code, which became statutory on April 1, 2024. With this context in mind, it is essential to acknowledge that listening and learning from tenant feedback as well as implementing those insights is crucial for achieving excellence in service delivery and ensuring tenant satisfaction.
Feedback is a spectrum
In everyday life, people constantly provide feedback, but how does an organisation effectively collect, act on, and learn from it? Throughout the tenant journey, it's crucial for tenants to provide feedback not just to meet regulatory requirements, but also to enhance the entire tenant experience. When planning your Customer Experience (CX) strategy, consider the full tenant journey, as feedback in the housing sector spans a broad spectrum, ranging from informal to formal. This comprehensive approach ensures that feedback is systematically gathered, thoroughly analysed, and strategically used to improve service delivery and tenant satisfaction.
Informal feedback feedback includes transactional approaches such as repair surveys, which provide a platform for residents to voice their opinions and for housing providers to gather more organised insights as well as perception-based approaches such as Tenant Satisfaction Measures.
At the formal end of the spectrum, feedback mechanisms include tenant complaints. These formal processes are documented and follow specific protocols to ensure accountability and thoroughness in addressing tenants' issues.
By encompassing the informal to formal range, housing feedback systems aim to create a comprehensive and responsive approach to improving living conditions and tenant satisfaction.
So, how can GovMetric help with Tenant Experience?
At GovMetric, we offer a comprehensive CX programme designed to address the specific needs of housing organisations. Our solutions encompass both transactional and perception surveying, compliance, and learning, ensuring a seamless and satisfactory experience.
GovMetric CX offers a proven framework for tenant engagement, fostering long-lasting, collaborative partnerships to enhance public services. It supports omni-channel feedback collection, including web, app, eForm, outbound email, interactive maps, IVR, touchscreen, QR code, SMS, email and mediated survey forms. The platform ensures inclusivity with WCAG 2.2 AA accessible surveys and measures sentiment using NPS, CES, CSAT, Likert, or custom metrics. It has a rich API for data sharing with CRM and business intelligence platforms like Microsoft Dynamics, Power BI, Tableau, and QlikView and can also capture frontline staff feedback through its Voice of the Employee feature.
Here’s how GovMetric CX can help you.
Transactional Surveys
Our transactional surveys are designed to gather immediate feedback on repair services, tenancies, estates, capital works and more. This real-time data helps organisations identify areas of improvement and ensure that works are handled efficiently and effectively.
Campaigns - Damp & Mould
We can provide a rolling programme of surveying to measure success of a programme designed to ensure Damp & Mould issues are effectively dealt with.
Overlaid with our Smart Text Analytics tools, we can help you automatically identify problems before they reach formal complaints, alert you about specific trends and enable you to fix the problems at their core, maintaining a healthy living environment for tenants.
GovMetric CX solutions are designed to help housing organisations excel in TSM perception-based surveys.
By continuously monitoring tenant satisfaction and implementing targeted improvements, organisations can achieve high TSM scores, which are critical for regulatory compliance and overall tenant happiness.
CaseTracker features a multi-channel solution, allowing customers to register cases via web, email, telephone, post, and face-to-face interactions.
It offers end-to-end case management, handling cases from submission to resolution with built-in workflow tools.
Case logging captures necessary information using front-end and backend tools, while a single view of cases provides progress visibility, including notes, documentation, communications, and resolution stages.
Automatic notifications alert users to new cases, approaching deadlines, and overdue responses. Outcome recording defines case attributes for better issue identification and resolution. The reporting suite and dashboard offer overviews of case volumes and resolution status, with data extraction capabilities for further analysis or integration with systems like Tableau and Power BI, while our auto-triage feature automatically distributes cases among service managers.
Here’s how CaseTracker can help you: Complaint Management.
Our CaseTracker software offers a robust solution for managing tenant complaints and is fully compliant with the Housing Ombudsman’s Complaint Handling Code.
With streamlined processes and an all-in-one platform approach, CaseTracker ensures that complaints are addressed promptly and satisfactorily, reducing tenant frustration, enhancing trust, and avoiding escalation.
Analysis and reporting
GovMetric CX provides comprehensive analysis and reporting capabilities, leveraging intelligent text analysis and sentiment analysis to automatically process and categorise feedback. It identifies high-value feedback, prioritising actionable insights, and classifies comments by sector-specific topics, allowing for manual fine-tuning. The platform offers robust data visualisation tools, including customisable role-based dashboards, enabling in-depth exploration of feedback data.
Real-time analytics facilitate swift understanding and operationalisation of tenant feedback, supporting evidence-based decision-making with alerts for critical insights and task management features to track and complete follow-up actions, ensuring effective feedback loops with citizens.
CaseTracker provides an immediate overview of case statuses by category or service, with the ability to view cases within the organisational hierarchy. It features a robust reporting function, allowing the compilation of standard reports for both internal and external use.
The platform enables data segmentation, facilitating the analysis of case activity, resolution dates, trends, and locality issues. Additionally, CaseTracker supports linked case tracking, enabling the monitoring of actions resulting from case resolutions.
Closing the loop
Learning is the key to all these efforts. By actively listening to tenants and incorporating their feedback, housing organisations can continuously refine their services, addressing issues proactively and improving the overall living experience.
At GovMetric, our comprehensive CX programme is focused on improved citizen engagement, real-time feedback and complaint monitoring, targeted resource allocation and data-driven decision-making.
The tenant-centric approach enables organisations to not only save money by reducing failure demand with low-cost, high response digital surveys and implement a cost-efficient and compliant complaint strategy but also close the CX loop and make informed strategic decisions, promptly respond to issues, and continuously improve service quality, ultimately fostering a stronger relationship with tenants.
If you would like to discover some of our Customer Stories, highlighting real-world customer experience transformations within the public sector, click below.
Karolis Duoba is the Marketing Manager at GovMetric, home of the leading Citizen Experience Management solution for the public sector.
Comentarios