A warm welcome to Stonewater, who have signed up to support the development of the resident feedback and complaints data standard.
A spokesperson for Stonewater said:
“We really welcome the opportunity for Stonewater to add value to the work HACT and the working groups are doing to shape the future to standardise data in our sector.
Our recent work in improving customer feedback and complaints processes includes implementing Rant & Rave’s fast feedback platform to ensure we are capturing resident feedback in real time across all our services.
Over the last nine months we have been embedding this approach to deliver the voice of the customer into the heart of the organisation, allowing us to review our processes and services and to keep pace with changing customer expectations. It's about understanding what matters most and when.
We have been working hard on ensuring that we are compliant with the Housing Ombudsman Service’s complaint handling code, ensuring our processes and procedures are updated and customer focussed. Following this we are ensuring that our data facilitates learning and root cause analysis to ensure we prevent repeat issues across our 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.”
Stonewater owns and manages 32,000 homes and has turnover of £191 million. They will be working alongside many other housing organisations in developing these data standards, including L&Q, MTVH, 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 and Morgan Sindall Property Solutions.
For further information about how you can get involved, please contact Billy Holt.