As part of our recent Tracker client’s research programme, designed to help us understand the priorities and challenges within the social housing sector, we also asked for feedback on the software and services available from Arena Partnership and here are a few of the key comments received back: (more…)
Kings House Conference Centre in Manchester was the new venue selected this year for the Arena Tracker Network Conference which took place on the 23rd May. More than 40 of the UK’s leading social housing providers from across the country were represented and all were keen to hear about how housing providers are adapting, within the political, economic and social environment in which they function, to meet the changing needs of residents and also what users see as priorities.
The keynote speaker at this years’ Arena Tracker Network Conference at the Kings House Conference Centre in Manchester in May was Matt Leach, the CEO of HACT, a housing sector think tank/do tank, relaunched in 2012 with support from ten of the largest and most forward thinking social landlords in the country.
With vast amounts of valuable information in their computer systems, it was widely agreed by all the delegates who attended the recent TPTracker Network Conference, that harnessing the power that is contained within customer databases is key to the successful implementation and reporting of many of the initiatives being delivered.
Focussing on individuals who respond to a survey saying that they are neither satisfied nor dissatisfied will really drive an improvement in services – as the changes needed to shift a neutral customer are often quite simple when you know them.
When it comes to engaging with residents, nobody will have more experience than those on the front line. Through the Tracker Network we can put you in direct contact with a social housing provider that has personal experience of many of the issues you may be facing.
Recently completed research, sponsored by Tracker, has reviewed the impact that survey methodology, type and size have on response rates and resident satisfaction scores – generating some interesting and enlightening results which should help when developing and planning future survey programmes.
Two Network Members are starting trials of one of the latest developments within the Tracker Suite; the facility for tracking programmes of intervention and support for residents. Accord’s Add Ventures team is using the new ‘Programme Tracker’ module to manage its employment and skills support programme: tracking individual intervention journeys for clients and evaluating overall impact. This includes profiling the specific needs of each client, monitoring their personal support programme, tracking their progress with a series of feedback questionnaires and star evaluations, and then evaluating the overall impact achieved.
Recent research indicated that if you were to replace all your customer feedback questionnaires with a single question, it should be: “How likely would you be to recommend your landlord to friends or family?”
Some Tracker users operate resident reward schemes to incentivise participation in a range of activities based on a variety of criteria. The general view however is that the quality, and the resulting impact of participation, is of far greater importance than quantity. The best incentive for residents is for them to see real value from participation in an initiative or their adoption of new ways of working, rather than being incentivised and rewarded to take part, or to change their behaviour.
