Customer Feedback Programme Provider

Description

Stonewater is an ambitious social housing provider, with a mission to deliver good quality affordable homes to people who need them most. We manage around 32,000 homes in England for over 65,000 customers, including affordable properties for general rent, shared ownership and sale, alongside specialist accommodation such as retirement and supported living schemes for older and vulnerable people, Foyers and women's refuges. Our bold house-building programme of 2,800 new homes by 2022 is driven by our vision of everyone having the opportunity to have a place they can call home. We plough our surplus into building more homes, improving our existing housing stock and investing in our customer services. We have over 600 employees and our values focus on being ethical, ambitious, passionate, agile and commercial. Our mission is for everyone to have the opportunity to have a place to call home, which we aim to deliver through providing quality housing and services, setting ourselves high standards, focussing on delivery and sustainability and, achieving these aims through effective partnerships both internally and with external organisations. Stonewater wants to develop such a partnership with a supplier who will enable us to deliver our values to our customers and colleagues. Focussing on the customer and demonstrating excellent and efficient investment of resources to deliver both value for money and a continuously improving service, allowing us to effectively use our resources and maximising our income to achieve our strategic plan objectives. Stonewater wants to access and utilise high quality customer insight. Our current survey programme utilises a series of telephone surveys to obtain feedback on a number of transactional service areas as close to the point of experience as possible. This approach developed several years ago covers the following service areas: • Responsive Repairs • Planned Maintenance • Anti-Social Behaviour • Complaints • New Lettings and Shared Ownership Sales • Contact Centre • Estate Services In addition to a transactional survey programme, Stonewater require the ability and flexibility to create a perception or relational survey to gain further insight periodically from our customers. To deliver this survey we require the flexibility to swap out questions around a core set of standard questions allowing the tracking of trends over time. We want the same system to deliver both the transactional and perception survey programmes allowing analysis and causation to be established between our transactional and perception surveys. Stonewater wants to bring its approach to gathering and using customer insight in line with our business objectives around digital transformation and communication and customer satisfaction. However, to achieve this we recognise a step change in our approach is required. Our proposal is to introduce a new system for the service areas identified above from 1st April 2020.