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Customer Engagement of the Future

One of SFHA's innovation teams has compiled case studies and resources for our members to help them widen and deepen customer engagement.  Find out about their work here.

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We want to help SFHA members to target the right people and offer more flexible and modern approaches which will widen and deepen customer engagement.  Members have told us that they want to learn from others’ practice, and build capacity and skills in this area.

We also want to help our members to expand their services by sharing case studies and examples of good practice by the sector in relation to tackling poverty and demonstrating impact.

Things to think about:

  • Knowing your tenants – using customer insight tools
  • Ladder of participation – what different types of engagement are available?
  • Priority groups – think about your communities
  • Resourcing – building towards sustainability
  • Skills for housing staff – using co-design tools

What have we done?

We have spoken to social housing providers to find out how they involve their tenants in their work. We also spoke to organisations from other sectors to find out how they engage with their customer bases.

In addition, we have asked members to share examples of the broader work they do which has a positive social and economic impact for their communities.

We have used all of this information to create a resource to inspire our members, while also informing them about challenges, examples of what’s worked and why, and when it did not work and why.  

We have we learned?

Social housing providers use a range of methods to connect with and involve tenants and local people in their work, including surveys, events, buddy schemes, resident panels, estate walkabouts, forums, and customer inspectors/review groups.

Customer/tenant participation is often labour intensive and sometimes ends with low levels of engagement. Some are starting to use social media, however, many struggle to recruit tenants on to more ‘formal’ structures such as committees, boards and panels.

Some housing associations describe some of their tenants as ‘hard to reach’. One-to-one relationships between tenants and housing association staff members are the building blocks upon which trust, hope and participation develops.