Why should you use us?
The case for bringing Wordnerds onboard, wrapped up in a convenient package.
First, the highlights. With Wordnerds you can:
- Reduce time to analyse data
- Compile data across datasets for analysis
- Reduce time to deliver regular resident commentary on your services
- Reduce time to produce quarterly CSAT and complaints, compliments, and suggestions reports
- Improve quality of insight for operational teams to deliver improvements
Sounds great, I'm sold!
There’s only one hurdle left - usually we find that you’ll need to put together some form of business case to sell it internally. Don’t worry, this isn’t our first time (we’ve onboarded 10 housing associations just like you, and counting…) and we’ll do our very best to support you so you can be getting to the insights you need, including a business case template with ROI calculations for you to complete.
Prove the concept internally first… Enter Pay-As-You-Nerd
Our most popular route to procuring Wordnerds is a one-off reporting project we call ‘Pay-As-You-Nerd’. This involves one of our Insight Analysts uploading a set amount of data (for example one year of your TSM surveys), and analysing it in line with your objectives. The focus is on delivering valuable insights that your team can use to establish a benchmark understanding of resident satisfaction, along with the key trends that are driving positive and negative sentiment. We then host a private webinar to present the key takeaways from the report to internal stakeholders, and give them an opportunity to ask questions or understand how the analysis has taken place. From there, we can discuss the licensing options based on your needs - software as a service (self-serve), or software AND a service (supported by our lovely CS team). And don’t worry, setting up a Pay-As-You-Nerd is designed to be as pain free and resource minimal as possible - we will support you through every step of procurement and then through to delivery. We are so confident in our managed service, all reports come with 100% money back guarantee!
The Grenfell Tower fire in June 2017 exposed a range of issues with social housing and provided an impetus for change, leading to the setting up of The Regulator of Social Housing in 2018. The aim of this body is to promote a viable, efficient and well-governed social housing sector able to deliver and maintain homes of appropriate quality that meet a range of needs. The landscape of social housing regulation and the role of the Housing Ombudsman who oversee complaints has changed again in 2023, with the passage into law of the Social Housing (Regulation) Bill in July. A new amendment to this Bill (Awaab’s Law) was passed in February 2023, following the tragic and preventable death of Awaab Ishak from damp and mould in December 2020. Following the inquest into Awaab’s death in November 2022, customer feedback and complaints in the sector is at an all time high (400% increase in complaints to the Ombudsman alone).
Ensuring customer feedback is listened to and that their issues are resolved successfully is at the heart of all regulations now, including the ‘Make Things Right’ campaign. The new tenant satisfaction measures introduced in April 2023 are a reporting system for landlords, assessing how well social housing landlords in England are doing at providing good quality homes and services. They are intended to make landlords’ performance more visible to tenants and help tenants hold their landlords to account.
What both the Grenfell Tower fire and the death of Awaab Ishak highlighted was that key findings from the subsequent investigations found that the data WAS there to prevent the tragic outcomes - the tenants had been communicating their concerns repeatedly but landlords didn’t act. Why?
- Customer experience teams are data rich, but insight poor. A lack of data skills and wider sector experience means people are often resorting to manual analysis and focusing on data capture, rather than what the data means and what they should do about it.
- Legacy and siloed systems, a lack of joined-up data and poor data standards mean ‘one version of the truth’ is impossible.
- A culture of othering that doesn't engage with / react well to what the data is telling them means staff at all levels often don't have the full picture in real time.
By this point, you should have tons of information to take to your senior leadership team — but we would say how great we are, wouldn’t we?! We know how valuable it can be in the housing sector to point to other successful projects, so check out the resources below that all detail specific time and money savings made by Wordnerds clients: