Resident voice

The White Paper highlighted the importance of resident voice in social housing.

With expertise in resident feedback, customer experience, segmentation and data, we can work with you on a single project or across your overall resident voice strategy.

How to use resident voice to improve your services

Find out more

Resident feedback framework

The response of social housing organisations to the Covid-19 pandemic and the Government’s social housing bill have both put residents at the heart of service delivery.

Our framework, developed and published in 2020, can help you build on that engagement and implement a resident feedback model that has the experience of residents – and their voice – at the heart of the business of social housing.


A review of your current approach to resident feedback or any aspect of each individual stage, highlighting your strengths and weaknesses and providing you with a strategy to improve your approach to resident feedback.


Expert advice, best practice examples and coaching around a specific aspect of resident feedback, including segmentation techniques, feedback loops and experiential metrics.

Data service

Ranging from a high-level data diagnostic or data governance framework to training for data stewards or e-learning data modules for everyone in your organisation.

Recent publications

Optimising resident feedback: developing a resident feedback framework to optimise business delivery

Rethinking customer insight: Moving beyond the numbers


29 February, 2024
LHC Partners with housing charity HACT to deliver social value and leave a legacy beyond bricks and mortar
15 November, 2023
HACT’s Retrofit Credits initiative scoops prestigious Ashden Award for Energy Innovation
27 September, 2022
Measuring resident resilience amid the cost-of-living crisis: Housing Digital


14 August, 2023
The Social Housing (Regulation) Act 2023
11 August, 2023
A focus on Community Investment and Resident Engagement – a case study
16 November, 2022
The impact of rent rises on your residents – and your organisation