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Housing provider's big act drives satisfaction levels

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Housing provider's big act drives satisfaction levels

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Published by Max Salsbury for 24dash.com in Housing and also in Communities

Housing provider's big act drives satisfaction levels Housing provider's big act drives satisfaction levels

A housing association has seen its customer satisfaction levels rise by 12% after hiring actors to play the part of tenants.

Origin Housing – which runs 5,500 homes in London and Hertfordshire – worked with West End theatre producer Jon Harris, who created real-life scenarios for Origin staff to interact with.

Housing officers were presented with difficult situations and asked what they would do next.

Now over 82% of Origin’s general needs tenants say that the staff are friendly and approachable, while over 74% claim that they are satisfied with the levels of helpfulness.

David Dent, head of business improvement at Origin Housing, has been on the course himself and believes the training is a contributing factor to the rise in satisfaction levels. He said: “I thought the course was great – a really refreshing approach which challenges staff in a way that theory doesn’t. Attendees don’t get much time to think about the situation which is exactly like real life!

“We have worked hard to improve our customer satisfaction levels and Origin Housing has introduced a number of initiatives to achieve this, including providing this new style of training.”

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