Jackie Fearon, Director of Customer Operations at Gateway Housing Association, said:
"We are pleased that resident feedback is the current focus of the work HACT is doing on data standards and is a great opportunity for Gateway, to contribute and collaborate with partners on this important piece of work. Gateway has renewed its focus on service performance in the last two years with some measurable progress. We’ve also made changes to build a culture that puts empowering residents and supporting the community first. Being able to measure and use feedback data consistently, is crucial to improving services and for a better overall customer experience.
"This is particularly important in these difficult times as the pandemic has presented new challenges. We want to use this feedback and retain our community focus, whilst expanding engagement and embracing the use of digital technology. This allows us to engage with a diverse resident base, hear a wider range of views quickly and more frequently, and respond with feedback in real-time. We have taken an innovative approach to implement digital training workshops hosted through our Resident Involvement and Community investment teams, to upskill residents, so they can communicate with us.
"We firmly believe that improving our recording, understanding and comparison of data will meet our aim to take our engagement with residents to a different level, whilst working with a range of community partners to add value and build more trust. We want to be highly trusted in our relationship with residents and be known for the quality of our homes and services.”
Version 3.4 of the UK Housing Data Standards will focus on resident feedback and customer complaints, both of which will play a critical role in enabling resident and tenant voices to be heard by housing organisations. In a letter to HACT, Dame Judith Hackitt, Chair of the Industry Safety Steering Group, stated:
“We were pleased to hear that resident feedback will be a centrepiece for the next release of the UKHDS. I was clear in my review that the people who matter most in all of this are residents - who must be safe and feel safe in their homes. We welcome seeing resident feedback front and centre of this work.”
Gateway will be working alongside many other housing organisations in developing these data standards, including L&Q, MTVH, LHP, West Kent, Hyde, Southern, Gentoo, Derventio, CHP, Housing Solutions, Kingdom HA, Magenta Living, Thirteen, Lewisham Homes, LB Camden, Yorkshire Housing, B3 Living, Network Homes, Home Group, Linc, LB Kingston Upon Thames, Morgan Sindall Property Solutions and Stonewater.
For further information about how you can get involved, please contact Billy Holt.