17 December, 2020

Optimising Resident Feedback: Developing a resident feedback framework to optimise business delivery

The framework set out in this paper is designed to be used to assess how your feedback model is supporting your performance as a social housing organisation.

Network Homes commissioned HACT to research how resident feedback could be put to more meaningful operational use. This report goes further and proposes a resident feedback framework containing five stages that we believe can be applied across the social housing sector.

Stage 1: Why are you collecting resident feedback?

To use feedback to improve your services you need an organisational culture that values ongoing resident feedback. You also require resourcing not only in terms of the number of staff, but also staff with the relevant skills to analyse and apply the findings to the business.

Stage 2: Who are you collecting feedback from?

You collect feedback primarily from your residents, but inaccurate and outdated data about residents results in misinformed business decisions. You can resolve this through resident profiles, resident journey mapping and data standards.

Stage 3: How are you collecting resident feedback?

Different types of surveys can provide useful insights about your residents. The challenge is how you make every contact count. Resident sentiment analysis is

one tool that can facilitate this process, although we need to create a new taxonomy for it based on the experience of social housing residents.

Stage 4: Which metrics do you need to use?

The metrics you use should be able to reflect the different shapes and sizes, focuses and priorities of every housing association. Concerns about the metrics currently used in the sector are well known. We need to develop a new set of metrics that cover the breadth of social housing’s activities.

Stage 5: What are you doing with resident feedback?

Instead of benchmarking, shift your focus onto your residents and create a virtuous circle of feedback: you provide a service, they respond, you improve, you tell them how you’ve improved the service, they respond, and so on.

It’s clear there is a lot of good work being done around resident feedback. The response of social housing organisations to the Covid-19 pandemic and their engagement with their residents provides an unprecedented opportunity. This framework lays the basis for them to 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.

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Optimising Resident Feedback: Developing a resident feedback framework to optimise business delivery

PUBLISHED: December 2020

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