CGA is delighted to announce a new partnership with Housemark, the housing data specialist. This innovative partnership is designed to put the voice of the tenant at the heart of tangible and measurable change in the social housing sector.
CGA Experience will collaborate with Housemark to help landlords elevate their customer experience strategies.
By improving how landlords engage with and support tenants, this partnership aims to boost their performance on Tenant Satisfaction Measures (TSMs), while also streamlining complaints processes and ensuring compliance with the new regulatory standards.
At a time of rising customer expectations and declining tenant satisfaction, this partnership offers timely and essential support for landlords.
The partnership is particularly timely given the findings of Housemark’s monthly Pulse Surveys, which have indicated challenges in housing contact centres and a pressing need for improved customer engagement.
Rob Griffiths, CEO of Housemark, said: “We understand that improving customer satisfaction goes beyond surface-level metrics. It requires deep analysis of the customer journey, identification of pinch points, and closing the gap between expectations and reality. Our partnership with CGA Experience brings unmatched customer experience expertise into the fold. Together, we will ensure that the voice of the tenant is not only heard but embedded into service design and delivery, creating meaningful, lasting improvements for housing providers.”
Chris Garthwaite, Founder and CEO of CGA Experience, added: “We are passionate about putting the customer at the centre of decision-making. Partnering with Housemark, with its market-leading data-driven insights, allows us to combine our strengths to create real transformation in the sector. Our mission is to help housing providers not just understand but act on the needs and expectations of their tenants, inspiring long-term change that improves lives.”
Find out more:
Graham Ryan – Senior Associate, Partnership & Development – CGA
graham@cgaexperience.com
www.cgaexperience.com
About Housemark:
Housemark is the leading data and insight company for the UK housing sector and is jointly owned by the National Housing Federation and the Chartered Institute of Housing. It was established in 1999 and has around 350 member organisations across housing associations, local authorities and ALMOs in the UK. Proceeds from its work are all used to support the UK social and affordable housing sector through the NHF and the CIH.
For more information, visit www.housemark.co.uk or to discuss the Housemark Hub, please contact Andrew Jackson, Director of Partnerships – andrew.jackson@housemark.co.uk
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