Stay Relevant to your tenants
Social Landlords are driven by social purpose and a desire to ensure their services and activity are relevant to their tenants. Voicescape’s Feedback solution enables our clients to capture tenant views with speed and objectivity, which allows them to feed into broader campaigns and make evidence-based decisions.
Related Case Studies
Representing Tenant views in Green Paper Consultation
Johnnie Johnson Housing is passionate about representing resident views in any government consultation. When the Social Housing Green Paper was launched, JJH wanted to provide a response based on relevant tenant feedback and used Voicescape technology to survey residents with a focus on:
Tackling stigma and celebrating thriving communities
Expanding supply and supporting home ownership
Effective resolution of complaints
Empowering residents and strengthening the regulator
Ensuring homes are decent and safe
19.5% of residents responded to the voice survey, providing Johnnie Johnson Housing with a relevant information to articulate a strong response.
Keep track of your performance
Tracking performance provides visibility over efforts against outcomes. It can strengthen team morale and provide managers and directors with clear information. Voicescape technology provides managers with the information to ensure the decisions they make have a directly beneficial impact on their tenants.
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Related Case Studies
High level of sampling provides confidence for Jigsaw Homes
Jigsaw Homes uses Voicescape technology to provide a detailed picture of customer satisfaction following a repair. Andy Marshall, Group Director of Asset Management states ‘Using Voicescape technology to survey our customers provides a very objective, real time picture of tenant satisfaction. The high level of sampling provides confidence that any problems will be easily be identified so we can respond effectively.” In 2018/19, 91% of the thousands of tenants responding to the survey were satisfied with their repair.
Set realistic targets
Having meaningful and insightful data on how key areas of an organisation are performing helps managers to set realistic targets for future performance. Voicescape technology is used by our clients to provide information that informs strategic, tactical and operational target setting.
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Test new services for success
Changes in service delivery, or the launch of new services, require social landlords to monitor how they are received. Voicescape solutions support our clients to test new services or activity to ensure resources are utilised at the right time and in the right place.
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Related Case Studies
Onward Homes using technology to monitor new services
Onward Homes wanted to gauge customer feedback and test services they started delivering via new repairs contractors. They used Voicescape technology to survey tenants’ satisfaction post repair. Chris Radford, Insight Manager, Onward Homes commented, “Voicescape technology was key to a smooth transition in appointing new contractors and providing a consistent customer experience for our tenants. As we could communicate with large numbers of tenants at a minimum cost, we were able to tell immediately if the new services were being well received. We were delighted that tenants reported a high level of satisfaction with the communications and with the services provided by the contractors and, would highly recommend using Voicescape to other social landlords.”
Understand your tenants preferences
Knowing and understanding tenants’ preferences ensures even stronger engagement. Voicescape manage research trials and run engagement campaigns that provide valuable information to help social landlords reach their tenants more effectively.
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Related Case Studies
Platform Housing Group increase online self-service portal use
Platform Housing Group wanted to increase the number of tenants using their online self-service portal which in turn would reduce calls to their contact centre. They needed to understand the barriers that prevented tenants from using this channel, and what support would be required to enable greater take up. Platform Housing Group worked with Voicescape to contact in excess of 12,000 customers, with more than 40% responding to the campaign. This provided the information they needed to shape services and resulted in an increase in the number of portal registrations.
Carol Trappett, Assistant Director of Customer Experience, Platform Housing Group
“Voicescape technology allows us to communicate more effectively with customers and gather feedback at lower costs and in a more digitally inclusive manner. We love the real time feedback we can access on the surveys as it allows us identify processes of areas where the customer experience can be improved.”