How housing associations are making every contact count

In October 2024 we published Making every contact count, which outlines an approach for using routine and planned interactions with residents to gather important information about the condition of their homes and needs.

This project followed the Better Social Housing Review, which highlighted how important good quality data is to understanding the quality of residents’ homes, the support residents need, and how equitably services are delivered to different groups of residents. The panel recommended that social landlords improve how they use data to assess how equitably services are delivered, to address structural inequalities and the experiences of Black, Asian and Minority Ethnic people.

The eleven case studies featured in the report show many different ways that social landlords of different types, sizes and geographies can make every contact with residents count.

Now, one year on, we’re exploring how other NHF members have been applying the principles of making every contact count to proactively and strategically improve the condition of residents’ homes, services, health and wellbeing.

‘Through the use of data and insight Onward has identified several neighbourhoods that will benefit most from intervention to deliver improved outcomes for customers; we call this our neighbourhood + approach. Several weeks of action have taken place where neighbourhood teams, supported by the wider organisation, will ‘get behind the door’ of our customers’ homes. The aim is to come away with an in depth understanding of what Onward can do to help customers and communities in these areas.’

Andrew Kidds, Director of Customer Experience and Digital at Onward

Data capture and analysis is crucial for housing associations as it helps us identify residents that may be in need of help, it supports us to streamline processes and is needed to assess how equitably services are being delivered to residents.

‘Resident involvement is important to us – we do this because it matters – it will make a difference to the quality of their home and the people living in them – now and in the future. Our residents help us shape the future of our housing services, these initiatives provide a platform for residents to directly shape policies and practices and influence decisions that impact their lives.’

Rachael Fullwood, Chief Executive of LRHA

The role of culture features heavily in the report. It reiterates that we should never ignore a problem and reminds us of the cultural competence required to effectively and compassionately communicate with all residents.

‘Collecting customer data requires persistence and a sustained effort over time to make meaningful progress.’

Sarah Seeger, Head of Consumer Regulation and Policy at LiveWest

The principles of making every contact count remain sound, and we know that many NHF members have adopted them. If your organisation has a story to tell, then please get in touch – we would love to hear from you.

To mark the one year anniversary of ‘Making every contact count’ we recorded a webinar and will be sharing case studies over the coming weeks.

How housing associations are making every contact count

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