15 February, 2024

Uncovering the recipe for effectively understanding your resident voice and acting on it!

When HACT first partnered with Wordnerds last year as part of our LaunchPad initiative, the timing was perfect. The focus on Tenant Satisfaction Measures across the sector was, and still is, not only a key priority but also a key challenge for housing associations, and finding ways to listen more effectively, and act on what they heard, is critical to understanding their resident’s needs.

When HACT first partnered with Wordnerds last year as part of our LaunchPad initiative, the timing was perfect. The focus on Tenant Satisfaction Measures across the sector was, and still is, not only a key priority but also a key challenge for housing associations, and finding ways to listen more effectively, and act on what they heard, is critical to understanding their resident’s needs.  

TSM’s added a whole new dimension to the landlord’s responsibilities to their residents and Wordnerds are determined to rebalance the relationship between residents and landlords in a way that emphasises the voice of the customer. 

Providing a cloud-based text analysis software, Wordnerds helps housing associations listen more closely and effectively to residents. Whether it’s surveys, live chat, complaints, emails, or call centre transcripts — if there’s words, they can be heard!  

Early on, we shared a blog about their PAPA framework (Performance, Alerts, Priorities, and Action).which provides a clear process on how to prioritise your data once it has been collected and categorised which will also allow you to  evidence a robust process if there is any external scrutiny, i.e. if the Ombudsman and the regulator want to know if you’re adhering to the standards. 

More importantly though, it allows Housing Associations to make changes to their service provision based on what their customers are telling them. Many have used it to:  

Wordnerd’s Big Data Consultant, Helen Precious had the opportunity to explain this further when she joined our Data and Digital Conference in the session:  Are you listening to everyone? Data, customer segmentation and customer voice .

It was a fascinating session with an expert panel who discussed the importance of listening to your customers, how to do this effectively and how to put in practice what you’ve heard to truly impact the lives of residents.  

Wordnerds continues to be passionate about supporting Housing Associations to effectively listen to  their residents having already supported Sovereign, Town & Country Housing, Karbon Home and One Housing Manchester on their journey. 

Initiatives such as their Housing Academy takes HA’s through the basics of data culture and strategy all the way through to complaints resolution and prevention.  and their upcoming on 15th February webinar constructing a TSM report   gives the perspective of both the board and the insights team, continuing their commitment to strive for the perfect TSM.