Home Group

With extensive knowledge and experience in the social housing sector, we have developed and maintained a great relationship with Home Group.

"The team are positive and proactive and the flexibility of their approach means they are able to continuously deliver our research need."

The Customer

Home Group is one of the leading providers of affordable and supported housing for people in the UK. Their work is focused on the delivery of improvements to communities as well as providing homes for those who may struggle to obtain one. Their main challenge is to ensure that customers and clients are at the centre of everything that the organisation does – which means delivering ongoing improvements and achieving goals for customer service. For that reason, Home Group relies heavily upon regular customer feedback to deliver the management information they need to shape service delivery for the future.

The Need 

We have worked in close partnership with Home Group for eight years on a variety of different projects, helping them to ensure that the needs of their tenants are listened to and used to drive the on-going improvement of their customer-focused service goals.

To gain insight into customer satisfaction and ensure they deliver a high class customer service, Home Group commissioned Explain to carry out an ongoing programme of monthly satisfaction research with their customers. This involves around 900 telephone interviews a month to investigate satisfaction with a number of key service areas such as repair work, gas servicing and planned maintenance. The key objectives of this research were to:

  • Improve and measure overall satisfaction ratings and the satisfaction of customers who have recently had work carried out at their property
  • Improve services, customer involvement and performance (in relation to key performance indicators (KPIs))
  • Gather in-depth information to determine drivers of customer satisfaction

Alongside the monthly satisfaction research with their tenants, Explain conduct satisfaction telephone research, known as ‘Enterprise and Development,’ with tenants who have moved into new build properties. This research is carried out quarterly to ensure new tenants are satisfied with the properties and service they receive.

‘Care and Support’ is another ongoing project Home Group commissioned Explain to carry out. Home Group work with many vulnerable people with a variety of needs, offering them a range of services and support. Explain carry out around 600 postal services bi-annually with their customers who use these services to ensure the services are meeting their needs.

Explain have also carried out a number of bespoke projects for Home Group as and when required to meet the needs of the business.  

The Outcome 

The results of the monthly satisfaction research are provided through a series of dashboards, highlighting any trends in satisfaction, any areas for improvement, and through the coding of grouped responses we provide explanations for any changes in scores. This tracking research programme identifies the necessary service improvements that are needed to uplift customer satisfaction and goodwill towards the company as our work leads to an improved service rating as the project has progressed.

The Enterprise and Development project allows the new build branch of the business to ensure they are providing a high-class service, highlighting any areas for improvement within the business to ensure customer satisfaction remains high. Through the Care and Support project we provide insight to ensure Home Group provide a high level of care to those customers who need it the most, and our recommendations allow Home Group to make any necessary changes to enable their business to continue to do so.

Our ongoing relationship with Home Group means we can be flexible with the research we carry out, we understand the needs of the business, and our approach remains flexible allowing changes to the programme to be implemented as company needs and structures changes, and as our understanding of the business and its customers develop. 

“Working with Explain allows us to drive on-going improvements in our customer-focused service goals. Explain deliver a monthly satisfaction survey programme which then enables Home Group to undertake analysis to determine cause and drive improvement. Explain also deliver a range of strategic ad hoc projects for Home Group, which is testament to the approach they take to our ongoing relationship. They are positive and proactive and the flexibility of their approach means they are able to continuously deliver our research needs.” 

James Marsh, Insight Manager, Home Group 

Download case study (149.24 KB)
Sage Bellway

Register today to receive our
Market Research E-Bulletin

Back to top