The work done to ensure customers of a major housing association were involved in decision making during the coronavirus pandemic has been shortlisted for a national award.
Creating a direct link between customer sentiment and key decisions during the coronavirus pandemic has helped believe housing make the final cut in a top award.
The shortlisting comes in the TPAS Awards, a national event that recognises the best engagement with tenants in the housing sector. believe housing has been named in the Outstanding Tenant Engagement (over 10,000 homes) category.
The work done by the County Durham-based organisation to survey the views of customers regularly during the pandemic was used to ensure that services were tailored to match their views. It was a key part of the data driven approach taken during Covid-19 that has already seen other award wins for believe housing.
The extended research into customers views was mirrored by a high level of communication with customers online, by phone and to the door, to ensure that the latest information was available.
The work saw customer satisfaction rise to a score of 8.89 out of 10 during the pandemic, while customers scored believe housing’s efforts to keep them informed at 8.9 out of 10 … both slightly up from pre-pandemic times.
Director of Corporate Strategy and Assurance at believe housing, Louise Taylor, said: “The coronavirus pandemic has been challenging for everyone. But we decided from the outset that we had to work with customers as much as possible to find solutions. We wanted to have the views of customers at the heart of all the key decisions being made by believe housing throughout Covid-19 and I think we achieved that in the best way possible.
“We strive to engage customers in the decision-making process at all times, but to do so during the ever-changing landscape caused by coronavirus was an extra challenge.
“Although you never do this kind of work for the accolades, making the shortlist at such an influential awards event means a lot to us.”
The results of the 2021 TPAS Awards will be announced at an event in October. believe housing also took top honours in the Northern Housing Awards ‘covid resilience’ category earlier this year.