In this month's blog we focus on Housing and discuss a concerning trend: a notable decline in satisfaction with UK public services.
We explore the implications of these findings and highlight the proactive steps being taken by the industry regulators to improve tenant experiences.
Click on the links below and join the conversation!👇
📢Sector News
Satisfaction with UK public services sees a sharp drop
Satisfaction with UK public services has significantly declined in the past years, according to an Ipsos poll for the Financial Times, with Social Housing sitting at the very bottom of the list.
As the sector faces the sharpest drop in customer satisfaction since 2002, the Regulator of Social Housing (RSH) introduced new housing standards set out to empower tenants and ensure they receive secure, safe, and well-maintained homes with support and communication from their landlord.
A big part of changing the narrative is listening to your tenants by collecting feedback and addressing complaints through proper channels. Prompt action can lead to improvements in service delivery, which is essential for rebuilding public trust and ensuring that the services meet the needs and expectations of the community.
✨GovMetric Spotlight
As mentioned above, now more than ever, listening and learning from tenant feedback and complaints is crucial for achieving compliance and ensuring tenant satisfaction. We've written about the challenges in more detail here.
But here's how GovMetric enables you to be compliant👇
✅Transactional Surveys
✅Relationship Surveys
✅Tenant Satisfaction
✅FOI/SAR Handling
✅Full Complaint Management
✅Rich Data Analytics
Our Team is growing!
We are thrilled to announce that last month, we welcomed two new members to our team!
Chris Ducker has joined us as Customer Success Manager, and John McMahon as Managing Director. With John's expertise in product innovation and Chris's focus on customer satisfaction, we are committed to driving innovation and growth while delivering exceptional support to all our public sector customers.
Please feel free to connect with them on LinkedIn and say hi!
5-year milestone
We are delighted to celebrate Jordan Whitefield, who has been an integral part of our team at GovMetric for the past 5 years as our Customer Success Champion!
🎫Meet us live (and online)!
Today (June 27th) is the last day of the Housing 2024 conference in Manchester. Are you attending? Come and say hi, we are at Stand A44.
Other events we will be sponsoring/exhibiting at:
18th of July: Public Sector Complaints Conference (London)
26th of September: LocalGovCamp (Birmingham) *Free entry available via the link above for LocalGov employees.
Find more events here.
Book Recommendation
Show Me The Bodies: How We Let Grenfell Happen by Peter Apps is a harrowing investigation into the tragic Grenfell Tower fire of 2017, which claimed 72 lives. Through meticulous research and powerful storytelling, Apps uncovers the systemic failures and human errors that led to one of the UK's deadliest modern disasters.
It's a crucial reminder that effective communication and genuine responsiveness to tenant concerns are fundamental to ensuring safety and justice. The recently enacted Building Safety Act 2022 aims to address some of these issues by enhancing building safety regulations and ensuring that residents' concerns are prioritized and a big part of it focuses on listening to tenants' concerns.
We've read this book cover to cover in one day and then spent the night going thru our data to see what we can learn from this.
Show Me The Bodies is an essential read for anyone committed to transforming housing policies and practices to better serve and protect 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.
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