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Housing associations use digital platform to gather tenant feedback

The digital engagement platform – designed specifically for landlords – aims to help RSLs make better use of tenant feedback and engagement.

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Three housing associations have kicked off the new year with a renewed approach to tenant engagement. The organisations – all in Renfrewshire and East Renfrewshire – have begun using a tenant engagement platform called CX Feedback from Glasgow-based Target Applications.

The digital engagement platform – designed specifically for landlords – aims to help RSLs make better use of tenant feedback and engagement.

The three housing associations are Barrhead, Williamsburgh in Paisley and Bridgewater in Erskine. Williamsburgh and Barrhead have already taken the first implementation steps while Bridgewater will be doing so in early 2021.

They follow other housing associations, including Elderpark in Govan which has described the tool as “invaluable” in understanding tenants’ needs – and responding to them – during the ongoing health emergency. Neighbouring housing associations Linthouse and Govan also use the technology. 

The platform works by automating the sending of surveys to tenants by text or email which they then complete online providing an up-to-date snapshot of tenant opinion via dashboards and reports.

Johnathan Briggs, CEO of Target Applications Ltd, said: “This is about protecting the resources for housing associations while giving them more effective and modern ways in which to connect with tenants.” 

“During the current coronavirus emergency, it has provided an invaluable benefit to dozens of housing associations, especially as an essential communication lifeline to isolated and vulnerable tenants.

“We continue to deliver this platform to a range of new housing association clients and are delighted to be working with Barrhead, Bridgewater and Williamsburgh.

“This application is about listening to tenants – something housing providers place great emphasis on to ensure the delivery of range of services meets tenants’ understandably high expectations.

“In short, the automated nature of the technology saves time and resources, meaning an association can focus more resources where they are needed most, while maintaining a very personal service.”

Lorna Wilson, Chief Executive of Barrhead Housing Association, said: “We will use the technology to collect tenant feedback on key services, including repairs and dealing with anti-social behaviour. We will also use the tool to ask our tenants what is most important to them, and we’ll plan our services, investment and community work to respond to these priorities.”

Ian McLean, Chief Executive at Bridgewater Housing Association, said: “This is an exciting opportunity for Bridgewater to begin to engage more closely and in ‘real time’ with our customers. 

“We expect to be able to utilise this new technology to fundamentally change and improve on the way we make decisions about providing services and supporting tenants in the future.”

Joe McBride, Chief Executive of Williamsburgh Housing Association, said: “We want to make it as quick and easy as possible for our customers to give feedback on service provision and are looking forward to working with the team at Target Applications to make this happen in the coming year.”

Meanwhile, in the last 12 months, Elderpark has so far used CX Feedback to tackle the challenges of the pandemic, notably in fighting isolation and identifying vulnerability among tenants, to ask about rent increase proposals and to seek tenant views on various community consultations.

Pictured: Johnathan Briggs.

 

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