From Listening to Improving: Turning Customer Feedback into Real Change in Social Housing

What you'll learn

• spot repairs, damp and mould, missed appointment and repeat-contact risks earlier
• identify small moments that make a big difference, such as delay updates, cleanliness, ID badges and repair communication
• route urgent feedback to the teams who can act on it
• create an audit trail showing what happened, what action was taken and what outcome followed
• use benchmarking to learn from high performers, not just check who is below them
• report very satisfied separately so improvement is not hidden inside the combined TSM measure
• connect feedback themes to policy reviews, service design, contractor instructions and board KPIs

Topics covered