Feedback Ferret have launched their latest White Paper discussing, bridging the gap between customer feedback comments and Health and Safety Ratings System.
Feedback Ferret have been providing Text Analytic services for over 20 years turning customer feedback comments into meaningful and actionable insights to drive positive change in the organisations they serve.
Specialist support has been provided to a number of housing associations over the past five years, which has enabled Feedback Ferret to jointly develop a dedicated code-base that includes over 450 housing sector-specific topics.
Support from The Guinness Partnership, Catalyst Housing Group, Halton Housing and One Housing has fuelled the development work and made sure all topics are relevant to the needs of the sector.
The housing sector topics provide different levels of insights, from board-level reporting through to line of business, divisional, regional and analyst-level reporting capabilities.
By delving deeper in to the “why”, Feedback Ferret will turn comments into insights that drive significant improvements in customer health and safety satisfaction scores, create efficiencies in the business and provide direction towards initiatives that maximise the return on investment.
Regulatory pressures in the Housing sector
Since the publication of the Social Housing White Paper in November 2020 the government intent is clear; to increase focus on new regulations and enforce regulatory compliance and, above all, ensure the voice of the residents is listened to.
We have already seen the appointment of a number of key industry figures in key regulatory departments to bolster these efforts, as well as recent adverse news coverage of the living conditions of tenants.
Release of the Pre-coded HHSRS Solution
To this end, Feedback Ferret have developed an additional capability to help ensure regulatory compliance a solution aligned to the Housing Health & Safety Ratings System (HHSRS).
The pre-coded solution will monitor customer feedback for comments relating to the 29 Category-1 hazards concerning resident safety, provide close to real-time reporting and alerts to items requiring immediate attention, e.g. mentions of Damp & Mould AND Respiratory issues, which have a clear link to potential health issues if not dealt with in a timely fashion.
Future Proofing
Feedback Ferret are closely monitoring the regulatory developments and have started initial coding for likely compliance requirements, particularly those that will be covered by the new Consumer Standards.
For now, they continue to provide customer experience insights and improvements, significantly reducing the propensity for customer feedback to be missed and subsequently turn into costly complaints.
By working with clients, Feedback Ferret can deliver a service that helps “create effortless, end-to-end customer journeys ” which are beneficial for the residents.
Learn more about using Text Analytics to monitor residents’ health and safety by downloading the White Paper.
Image: Drazen Zigic/Shutterstock
Housing Digital Stakeholder Feedback Ferret’s pre-coded housing sector-specific solutions capture what residents say across all feedback channels to give a 360° view of their experience.
Read next: Etopia: A revolution in housing
Are you a social housing professional? Sign up for a FREE MEMBERSHIP to upload news stories, post job vacancies, and connect with colleagues on our secure social feed.