Tapping into tenant talk
November 2008
The Bridge Group has been commissioned to give Stadium Housing Association residents a say on what makes quality kitchens and bathrooms.
The work pilots a range of engagement techniques including customer journey maps, telephone conferences, supplier visits and interviews. By finding out how residents would prefer the association to invest in their homes, the project aims to increase satisfaction levels with kitchen and bathroom replacements.
Residents are being consulted on their experience at different stages of the process, new performance measures and communications preferences.
Ian Hembrow, senior consultant at The Bridge Group, said: “This project will significantly change the customer experience for residents who have new bathrooms or kitchens fitted and lay a positive foundation for future resident involvement.
“By ensuring residents can see the differences made as a result of their feedback, Stadium Housing Association will be in a strong position to apply similar approaches in other areas of the organisation.”
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