Capturing the customer voice: HouseMark releases sector-wide research with input from more than 250 social landlords

HouseMark has today (Friday 27 September) released a significant piece of sector-wide research as part of the review of its STAR methodology. Capturing the customer voice: How social landlords are gathering and using resident feedback in 2019’ shares the findings from a sector-wide survey issued by HouseMark and completed by more than 250 providers from across the sector, making it the most extensive piece of research of its kind.

Launched in May, the review aims to ensure that STAR provides social landlords with the best possible insights to deliver and demonstrate an excellent customer experience. The survey has been complemented by regional workshops attended by more than 150 landlords. Significant resident consultation has also been undertaken, with close to 8,000 online responses received and six resident workshops hosted by TPAS throughout the country. This represents one of the largest resident consultation activities in recent years and the findings of these exercises will be shared in October.

Talking about the research HouseMark Chief Executive Laurice Ponting said: “Capturing the customer voice to improve ways of working and shape services is essential. It is also a key tool to enable the sector to respond proactively to emerging policy direction. The scale of response from across the sector demonstrates the huge interest and enthusiasm from landlords to engage with residents to improve their services.

“This appetite has been echoed in the overwhelming response from tenants. We have now received close to 8,000 responses, showing a clear desire from residents to be involved and have their voices heard.”

HouseMark’s Business Intelligence and Insight Director Jonathan Cox, who is leading the review added: “It’s clear landlords are taking resident feedback seriously and want to use it to drive service improvements, but this research shows that most providers do not feel like they are currently making the best use of this feedback. Our findings set the foundations for the STAR review and will help to inform the design of a modern, relevant and exciting framework for the future that will help landlords drive real service improvements.”

A first-look at the recommendations for the updated methodology will be shared at HouseMark’s Housing Data and Analytics Summit on 1 October at Millennium Point, Birmingham. The draft proposals for the new framework will be shared with the sector in November.

HouseMark engaged customer experience specialists Acuity and The Leadership Factor to help deliver the review. Oversight is being provided by a range of sector specialists including NHF, CIH, NFA, ARCH, TPAS, Taroe Trust and CWAG.  

You can read the report in full here.

By Emily Dixon

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