How to report customer feedback the way the Ombudsman wants
Part 2 of our Tenant Voice Amplifier series
On TSMs Eve (eve), we invited HACT to join us in pondering the most difficult question housing associations face when it comes to tenant data: not "what is happening?", but "why is it happening?"
In pursuit of this, we analysed the Housing Ombudsman's maladministration complaints database. Where a complaint was escalated, what were the warning signs? What more could have been done?
Using this data, Wordnerds has produced a framework that will allow social landlords to easily collect, categorise, and act on the tenant feedback TSMs will haul in, alongside all the other streams they currently have to manage.
Our webinar details how HAs can pull this off, and comes with:
- A step-by-step guide to apply our TSM framework to your data
- A succinct document outlining our research into the Ombudsman's priority issues
- A clear idea of how to reduce escalations by improving tenant satisfaction
- Insight from HACT on how you can build a data-first culture
Get access to the webinar by filling out the form below!
In the meantime, take a look at our analysis of Housemark's survey advice, our report into how housing associations can handle the cost of living crisis, or the work we've done with Sovereign Housing Association to improve tenant satisfaction by aggregating their feedback channels.