These providers are also receiving an unprecedented number of complaints from their increasingly media-savvy tenants. Whatever the issue may be, tenants know that a little unwanted publicity is the best way to get complaints resolved faster and to pressure the housing ombudsman to tighten up regulations.
In response, Housemark, the UK’s leading data and insight company for housing, has partnered with CGA Experience, experts in customer experience (CX), to help social housing providers not only understand their tenants’ wants, needs and expectations from end-to-end, but also what they need to do to deliver satisfaction.
20
Years' experience
250
Successful programmes
How we can help you improve tenant satisfaction
Getting to the heart of the problem
Let’s start with Heartbeat®, our proprietary methodology, which we’ll use to create a bespoke end-to-end visual experience map of the entire tenant journey.
At each step, we’ll map out your tenants’ needs and expectations, using their language, to help you understand what’s most important to them, emotionally as well as practically. Using quantitative and qualitative data, including the data you provide to Housemark, we’ll then assess how well you’re delivering, where you’re doing well and where you’re falling short. These insights will underpin our recommendations for how you can make improvements, focusing your efforts where they will have the greatest impact on your tenants’ experience.
Complaints handling and responsiveness
Many of today’s tenants are vulnerable and facing extremely challenging circumstances. They want to be respected and, above all, know that they are heard by social housing providers that can not only empathise with them, but also respond appropriately.
Frontline staff therefore need more than the recognised codes and best practices for handling complaints; they need the skills, tools and resources to not only understand the problems, but to go on and solve them.
In response to this CGA created CGA Empathy LAB®, a bespoke, immersive training experience that puts your staff in your tenants’ shoes and teaches them new ways to evaluate and manage the impact of their own behaviours.
In partnership with Housemark, CGA can also provide an independent assessment of your complaints process.
Assess your capabilities…before an inspector calls
Perhaps the best way to evaluate your compliance with Consumer Standards is to have an independent and skilled organisation to run an objective assessment. For this we have our CX maturity audit tool, CompassTM.
Through a combination of staff and tenant engagement sessions, documentation reviews and observation sessions, we can quickly evaluate your performance and level of maturity against six key dimensions, including leadership, culture and technology, as well as your appreciation of the power of insight.
We will then provide you with a pragmatic set of recommendations and an action-oriented roadmap to ensure you are compliant in the short term…before an inspector calls for real.
Read our case study
The Paradigm Housing Group knew that their shared ownership tenants were less satisfied than their affordable home renters, but they didn’t know why. They therefore approached CGA to help them identify the root issues and work out how they could develop a greater level of trust with their customers. Over several weeks, we used our Heartbeat® approach to help Paradigm step into their tenants’ shoes, to understand their lives, expectations, frustrations and needs – and use the insights to recommend practical improvements.
“"The deliverables ticked the boxes for breadth and depth, tactical and strategic – both very practical but also thought provoking... we would highly recommend them to others."”
Helen OttoHead of Insight Improvement, Paradigm Housing Group
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