24 Aug 2022

Making the most of your resident feedback

The Government believes the Social Housing Regulation Bill will rebalance the relationship between landlords and tenants. It’s all too easy to think about the changes as being the result of high-profile incidents relating to building safety and long-term disrepair. However, for some years now, limited resources mean that exercises to collect and report on resident feedback have become somewhat formulaic and less meaningful.

Landlords have sought ways to improve customer experience without increasing costs. They have tried to make in-roads into the performance of key operational areas such as income, voids, repairs, and lettings. However, the sense that tenants’ voices are not heard or acted upon still prevails, and the steady (albeit fairly slow) decline in customer satisfaction continues.

Housemark works with its customer base of more than 350 landlords to try and understand what performance/satisfaction data and trends tell us about what really matters to tenants when it comes to their priorities and experience.

We're delighted to be involved in the next CIH Housing Management Masterclass - Using Resident Feedback to Drive Real Service Improvement - which will be looking at what landlords can do to make better and more meaningful use of resident feedback, including making the direct connection between feedback and service improvement.

Our insight from the conversations with the Regulator of Social Housing (RSH) will be woven through the presentation we talk through during the session. Our director of data, Jonathan Cox, will outline and discuss the new Tenant Satisfaction Measures. These measures are fundamental to the new regulatory approach, yet are presenting landlords with a challenge to rethink and redesign their surveying programmes, in addition to the KPIs and results they report to their boards and tenants.

We'll also hear hear from Home Group's Claire Blacka, head of customer engagement and current resident from the organisation, Dee Kelly, to give their feedback on the importance of better tenant engagement.

If you're a member, head to the event page to book your place now. 

Not yet a CIH member? This event is free and exclusive as part of our membership. To find out more about joining us and our event offer, head to our dedicated membership pages.