Omni-Channel Communication
[caption id="attachment_1115" align="alignnone" width="200"] © 2015 Housing Technology Magazine[/caption]
What is Resident Involvement?
Resident Involvement is the term used in the UK social Housing sector to describe a range of activities in which housing providers engage with their residents, to help facilitate improvements to the services they provide.
Refining Resident Feedback Workshop
Back in September we ran a workshop on how to get the best out of resident feedback surveys. The day was started with an inspiring case study from Apt Quest – a team of Rooftop residents specially trained to perform Rooftop’s surveys by phone. Rooftop found that by using their own trained residents to do these surveys they experienced a number of benefits including: increased customer satisfaction, financial savings, clearer identification and resolution of tenant issues and promotion of their social value credentials.
NHF Annual Conference Roundup
In September we attended and exhibited at the NHF Annual conference. It was an exciting few days for us, we enjoyed meeting up with many of our existing customers and talking to others who are currently working in the sector and were interested in our products and services. It was at the exhibition we met Panda Media who have been working in the sector innovatively using film making to engage with traditionally hard to engage tenants. It was through this meeting that we realised many of our customers would be interested to find out more about their approach and invited them to speak our Communities Workshop. This proved very popular with many of our attendees citing this as one of their favourite sessions.
Targeting Support for neighbourhoods and communities
The best approach to targeting support for neighbourhoods and communities is the headline theme of the second workshop in Arena’s popular autumn series.
New range of Arena software products to meet new needs
2014 has already proved to be an exciting year for Arena Partnership and its partners. Not only have we released a completely new, intuitive and easy to implement version of TP Tracker (v.2014) with exciting new features and a completely new look and feel; we have also added three new and exciting products to the existing range to better meet and respond to customer demand.
Why Rooftop Housing put its residents on the telephone
Rooftop Housing, a well established Arena customer, has been increasing customer satisfaction by using tenant to tenant surveying and promoting social return by using a resident social enterprise... And now it has partnered with Arena using the Tracker software to offer its telephone survey services to other housing associations.
Refining Resident Feedback
A variety of methodologies are currently used to perform tenant surveys and gain resident feedback. While the use of postal surveys continues to be the most popular method for performing STAR surveys (Star Benchmarking Service 2014), a number of other methodologies for example telephone surveys are now becoming increasingly popular and are seeing a rise in delivery.
