Major housing association moves customer satisfaction surveys to In-house Research
Published by Anonymous for In-house Research in Housing
The Network Housing Group, a group of five registered housing providers based in London has asked In-house Research and Training Ltd to undertake a range of customer and tenant satisfaction surveys for new homes.
Richard Wiseman, Quality and Improvement Manager for Network Housing Group’s Development Team says, ‘We’re really pleased to be working with In-house. We put our surveys out to tender and received a range of responses but In-house offered more than just completed surveys and reports. They wanted to own responsibility for our levels of customer satisfaction as much as we wanted to and really wanted to help us improve. The whole team has been involved and they offer advice and ways of doing things better which is a breath of fresh air’.
Richard continues, ‘When you embark on a new project it can be quite fractious as the project plan comes together. But Malcolm, the managing director of In-house worked with us to ensure that our expectations were met by providing insight with experience from similar projects. We were guided in the right direction by Malcolm before he handed over to the rest of the team. Whilst we are still in the early stages of the relationship, I feel that in partnership with In-house we can understand current levels of customer satisfaction and deliver tangible improvements to our customers’ experience’.
The Network Housing Group builds about 600 new homes annually. It also owns and manages in excess of 19,000 properties. The Group is formed of London Strategic Housing, Rivermead Housing Association, Network Stadium Housing Association, Community Trust Housing and Willow Housing and Care.
Malcolm Pitcher, Managing Director of In-house Research comments, ‘We are delighted to welcome Network Housing Group as a client. Whilst the bulk of our clients are private developers we are seeing some of them branching more into the shared ownership and housing association market. With The Network Housing Group joining us it adds a prestige name to our housing association benchmarking and client base. We’re really thrilled that we can use our expertise in delivering high response rates and gathering the voice of the customer to add value to their customer satisfaction surveys’.