TLF Research have been working with Housemark to review the current STAR Customer Satisfaction Framework for the housing sector.
We're really pleased to be able to share the finding from the first stage of the review - the consultation with social housing landlords and sectors specialists. More than 250 providers took part in the sector-wide survey, making this the most extensive research of its kind.
Talking about the research HouseMark Chief Executive Laurice Ponting said: “Capturing the customer voice to improve ways of working and shape services is essential. It is also a key tool to enable the sector to respond proactively to emerging policy direction. The scale of response from across the sector demonstrates the huge interest and enthusiasm from landlords to engage with residents to improve their services."
Some of the key findings on Social Landlords usage of research taken from the report include:
What surveys are Social Landlords carrying out?
What are landlords doing with the results?
What measures are being used?
How advanced is the sector's customer research and analysis?
Plans for the future?