{"id":40734,"date":"2022-04-19T21:02:28","date_gmt":"2022-04-20T01:02:28","guid":{"rendered":"https:\/\/granicus.com\/blog\/social-housing-tenant-participation\/"},"modified":"2024-02-22T09:06:10","modified_gmt":"2024-02-22T14:06:10","slug":"social-housing-tenant-participation","status":"publish","type":"blog_posts","link":"https:\/\/granicus.com\/uk\/blog\/social-housing-tenant-participation\/","title":{"rendered":"Tending to Tenant\u2019s Voices Online: The Garden\u2019s proactive social housing tenant 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Marketing"}}]}},"acf":{"page_type":"internal","external_url":"","page_template":"centered","sidebar_position":"right","post_author":"","post_date":"","post_description":"","post_link":"","post_file":false,"media_gallery":false,"project_metrics_title":"","project_metrics":false,"show_hero":false,"hero_margin":false,"hero_type":"image","hero_subhead":"","hero_headline":"","hero_text":"","hero_button":"","hero_icon":false,"hero_image":false,"sidebar_type":"sticky","content_builder_sidebar_group":{"content_builder_sidebar":false},"flexible_page_builder_group":{"flexible_page_builder_fields":[{"acf_fc_layout":"wysiwyg","add_menu_anchor":false,"anchor_menu_text":"","wysiwyg_group":{"show_section":true,"alignment":"left","subhead":"","headline":"","wysiwyg":"<p><em>\u2018A society grows great when old men plant trees in whose shade they shall never sit\u2019<\/em><\/p>\n<p>Greek Proverb With the British government\u2019s <a href=\"https:\/\/www.gov.uk\/government\/publications\/the-charter-for-social-housing-residents-social-housing-white-paper\">social housing white paper<\/a> published just a few weeks prior, social housing provider Catalyst launched <a href=\"https:\/\/thegarden.chg.org.uk\/hub-page\/about-us\">The Garden<\/a> &#8211; an online community platform that enables tenant participation and provides real-time customer feedback. Responding to customers preference for online engagement since the pandemic\u2019s physical distancing requirements, this online platform enables residents to share what matters most to them while connecting at their convenience from the comfort of their home. Where <a href=\"https:\/\/www.theguardian.com\/society\/2020\/nov\/17\/social-housing-landlords-in-england-face-checks-on-tenants-satisfaction\">recent headlines reveal resident dissatisfaction<\/a> with housing associations and <a href=\"https:\/\/housingevidence.ac.uk\/wp-content\/uploads\/2021\/07\/Understanding-Approaches-to-Tenant-Participation-in-the-Private-Rented-Sector-in-Northern-Ireland-v4.pdf\">limited ability for tenants voices to be heard<\/a> as evidenced in the wake of the Grenfell disaster, Catalyst are proactively earning and keeping tenants\u2019 trust. Making digital engagement a focus, they underscore inclusivity and interaction over the usual transactional system between landlord and resident. Their genuine engagement with tenants\u2019 issues and viewpoints extends to responding to real-time data and feedback while offering residents the ability to take part in local initiatives, neighbourhood and community building. Here, digital engagement solutions allowed them to get closer to customers, share what they love about where they live and address community needs.<\/p>\n<p>To better understand these unique offerings, I recently asked Anna de Souza and Paul Nettleton from Catalyst\u2019s customer engagement team about creating a digital community and how Take That\u2019s song \u2018The Garden\u2019 inspired a philosophy of home, where people gather to exchange ideas.<\/p>\n<p><strong>What executive priorities were you looking to address? <\/strong><\/p>\n<p>Our Customer Experience Strategy was launched in September 2019 with an aim to win over hearts and minds, keep customers close, embed consistent customer promises and improve customer satisfaction. Catalyst customers wanted to engage with us digitally and the Customer Experience team were excited to progress this aspect of the customer engagement model.<\/p>\n<p>We wanted to develop an online community. An online community was not intended to duplicate a future self-serve portal, but formal and informal interaction with our customers, rather focusing on a transactional system.<\/p>\n<p>We sent a customer survey to over 32,000 Catalyst customers asking how they would like to communicate and engage with us. The response was quite encouraging, with over half of respondents saying they wanted to interact online. Covid-19 showed us more than ever how important it is to stay connected with each other. Having an online community would help customers connect with us, whenever they chose and better still, from the comfort of their own home. It would help them communicate and collaborate with us and other customers both locally and regionally about shared issues and concerns. They could choose how little or how much they interact with us, providing their feedback, when it suits them.<\/p>\n<p>We ran a series of co-creation workshops with customers in early 2020 to help design our customer promises. Colleagues and customers were asked how their customer experience could be improved and we could better communicate with them. Customers said they wanted:<\/p>\n<ul>\n<li>To receive updates about events and activities in their local area.<\/li>\n<li>Catalyst to personalise communication content, in real-time, so they could take part in local initiatives and meet their neighbours at the same time.<\/li>\n<\/ul>\n<p>We designed an inclusive engagement offer and our customer engagement model helps us listen and act upon the voices of our diverse communities. Our online community \u2018<a href=\"https:\/\/thegarden.chg.org.uk\/hub-page\/about-us\">The Garden<\/a>\u2019 allows us to do just that and offers choice and convenience so we can reach a diverse group of our customer base. The aim of that strategy was to win over hearts and minds, keep customers close, embed consistent customer promises and increase customer satisfaction. We felt <a href=\"https:\/\/granicus.uk\/solution\/govdelivery\/engagementhq\/\">EngagementHQ<\/a> offered the best digital solution for us.<\/p>\n<p><strong>What were your hopes for the first year and how did this pan out? <\/strong><\/p>\n<p>Our main aim for year one was to get the site up and running, to test and try it and co-create it with our engaged customers. We used all the golden nuggets of feedback we\u2019d received during the year during engagement sessions and interactions with colleagues to understand how The Garden would complement our digital offer.<\/p>\n<p>It\u2019s going well! We\u2019ve just over 200 registered participants on The Garden and celebrated its first birthday. We commemorated this milestone by running a competition. We encouraged customers to tell us what they love about their local community or a person or service in their neighbourhood who goes above and beyond to support people. Check out the winning response, \u2018home from home\u2019 which definitely stole our hearts! It feels like word is starting to get round that this is somewhere customers can come to collaborate with us, to share their ideas and feedback, and to work with us to find solutions to their problems.<\/p>\n<p><strong>Were there any unexpected benefits you noticed after implementing tools from Bang the Table, now part of Granicus? <\/strong><\/p>\n<p>Creating dedicated spaces for our customers to interact with us and each other has been a revelation for us. It\u2019s a style of working that we\u2019re using a lot. From communicating with customers about building safety works in their block, to working with customers to choose our new service partners together, our private groups make things simple. They\u2019ve been the gateway to some robust and useful discussions about why we do things the way we do, and how that impacts the people who live in our homes.<\/p>\n<p><strong>How much is the social housing white paper a driver of what you are doing? And how does EngagementHQ help you to meet its requirements or principles? <\/strong><\/p>\n<p>The White Paper is a huge driver of the work that we do. Of course, it was on the cards for a long time, and that gave us plenty of time to prepare. But when it arrived, the strong focus on listening and acting upon the customer voice, safety and making it easy for customers to share their feedback couldn\u2019t have been timed better. It was published just a few weeks before we launched!<\/p>\n<p>A great example of this is when we collaborate with customers to review our complaint responses. Not only do we meet the <a href=\"https:\/\/www.housing-ombudsman.org.uk\/wp-content\/uploads\/2020\/11\/Complaint-Handling-Code.pdf\">Housing Ombudsman\u2019s Complaints Handling Code<\/a>, which has a chapter dedicated to it in the White Paper, but we can continuously demonstrate how we\u2019re adapting our service offering as a result of real-time customer feedback. Our Complaints Experience Project involves customers working with us to review closed, redacted complaints. We\u2019re not really looking at the usual things like whether we\u2019ve answered complaints in time, or how many complaints are appealed. What we\u2019re concentrating on is how our complaint responses make people feel, how we can be more empathetic and kinder in the way we resolve complaints, and what we need to do differently to get there. EngagementHQ helps us to do this by providing the architecture for the group \u2013 a protected page. It hosts our quarterly survey, which customers complete once they\u2019ve reviewed the complaints, and gives us somewhere to feed back to customers about how we\u2019ve changed our processes and procedures because of what they\u2019ve told us.<\/p>\n<p><strong>Can you think of a project \u2013 or two, or three \u2013 that you think really demonstrates the benefits of EngagementHQ to Catalyst? Can you elaborate? <\/strong><\/p>\n<p>Back in the summer, we launched a new hub, which we\u2019re calling \u2018Connecting with our Communities\u2019. The main purpose of this is to provide neighbourhood-specific projects that our Community Connectors can use to develop and deliver community projects. With this project, we\u2019ve taken an innovative community-focussed approach to the government\u2019s new Kickstart scheme. Through the initiative, we\u2019re employing 30 young people between now and summer 2022 in newly created community-based roles.<\/p>\n<p>The government Kickstart scheme provides funding to create six-month paid job placements for 16 to 24-year olds who are on Universal Credit and at risk of long-term unemployment. We\u2019ve been able to use The Garden to really get close to our customers, and understand what they love about where they live, and how we can help them do more of it. And that\u2019s what we\u2019re all about as an organisation. The mapping tool has been vital to us being able to do that. It\u2019s really enhanced our understanding of what\u2019s in and around our communities, and how the people that live there use those services. Later this year, we\u2019ll be getting ahead of the curve and promoting our advice and wellbeing service. We\u2019ll use The Garden to understand what communities need from us, where the gaps are, and how we can use our knowledge, expertise and resources to address those gaps.<\/p>\n<p><strong>We love the name, The Garden. What\u2019s the story behind this? <\/strong><\/p>\n<p>When we were deciding on a name, we went through loads and loads of ideas. We wanted something warm and suggestive of home. A place where people want to gather and exchange ideas. But we got to a point where we were really stuck! The project team took the weekend to think it over. And it was one of the ideas that came back. The rationale behind it comes from a song by Take That, that Paul Nettleton in the Customer Engagement Team was listening to over the weekend. It\u2019s called \u2018The Garden\u2019, and it includes the line \u2018we can make a start, if we only learn to listen\u2019, which just felt like the place we wanted to be. There\u2019s also an old Greek proverb that \u2018a society grows great when old men plant trees in whose shade they shall never sit\u2019, and again that was the sort of feeling we were aiming for.<\/p>\n<p><strong>Money always seems such a tricky subject, but there are real savings from online participation. Do you think EngagementHQ is saving you money, or time and resources and how? How have these solutions impacted your overall budget? <\/strong><\/p>\n<p>Cost savings weren\u2019t the primary driver for launching our online community. We wanted to listen and act upon the customer voice loud and clear \u2013 and you can\u2019t put a price on that \u263a Of course, being a provider of social housing, saving money and investing in services that improve the customer experience are all important to us. The Garden allows us to reach 25 per cent more of our customer base, resulting in an uplift in real-time feedback of 150 per cent. It reduced the turnaround time for contacting customers from five days to one. It\u2019s reduced the manual effort of our team writing, emailing and calling customers. It\u2019s meant we can adhere to the Regulator of Social Housing\u2019s guidance around scrutiny and saves us over \u00a31,000 every time we run a series of face-to-face workshops.<\/p>\n<p><strong>How would you describe the impact on the community? What attributes of using EngagementHQ lead to a positive outcome for your project and organisation? <\/strong><\/p>\n<p>The thing about our \u2018community\u2019 is that it\u2019s series of smaller geographical areas, and they\u2019re spread over a massive area. So, it\u2019s hard to engage with a representative sample of our customers in a meaningful way that isn\u2019t digital. Using EngagementHQ has made our lives much easier in that respect. And we\u2019re going to be concentrating much more on our local offer over the next few years, so the platform will really come into its own as we start to do that.<\/p>\n<p><strong>How has the platform been received by your customers? Is it making participation easier? Is it making it more meaningful? Have you noticed any difference in the kind of people taking part? Are you engaging new people or a more representative sample, for example? <\/strong><\/p>\n<p>The feedback we\u2019ve had from people so far has been good. We know that in some cases, it\u2019s helping us to reach people that we wouldn\u2019t have worked with before. We\u2019ve recently been working with a customer who\u2019s agoraphobic, for example \u2013 and they\u2019ve been clear that they would never have been able to come to a residents\u2019 meeting or attended a workshop at one of our offices or community centres. So, we\u2019ve seen some positive changes at an individual level like that.<\/p>\n<p><strong>Getting together with people is really important, but the future looks to be blending digital and face-to-face engagement. How are you approaching this blended or hybrid approach? <\/strong><\/p>\n<p>Given the climate we\u2019ve been operating in over the last couple of years, there have been lots of factors beyond our direct control that governed whether we could meet up with customers safely. Being mindful of those restrictions meant we had to take a digital-first approach to engagement for a while. But now we\u2019re at the point where we can get back together with customers, we\u2019re taking the opportunity as it\u2019s something we\u2019ve really missed.<\/p>\n<p>The trick for us now is getting the balance right \u2013 doing things digitally makes lots of sense for us because of our wide geography. We can reach people who are far apart in quite an easy way. But we know we get more high-quality insight from people when we meet them in person, and that a lot of the customers we work with regularly prefer it that way. So, we\u2019re looking for a \u2018best of both\u2019 compromise that balances the needs of those who prefer digital engagement, and those who prefer tea, cake, and a chat in a community centre.<\/p>\n<p><strong>In what ways do you think that The Garden has improved trust and transparency at Catalyst Housing? How do you think it makes you seem more open and engaging to your customers? <\/strong> Earning and keeping the trust of our customers is our mission, and there\u2019s no better way to do that than by engaging with people on the issues that matter most to them. We\u2019ve been able to have some robust conversations with colleagues \u2013 backed by real-time data we\u2019ve collected directly from The Garden. By delivering a better customer experience, in a way that\u2019s meaningful to our customers, we\u2019ll enhance their perception of us as a landlord. This in turn will increase their satisfaction with the services we provide. There\u2019s been a lot in the news recently about housing associations and customer dissatisfaction, particularly around disrepair. The Garden gives us another tool to quantify that dissatisfaction, measure it, work out what to do about it, and act. We\u2019re not there yet in terms of trust but the feedback we\u2019ve been getting from customers tells us that we\u2019re trending in the right direction.<\/p>\n<p><strong>Where are you at now and what are you hoping to achieve going forward? <\/strong><\/p>\n<p>We\u2019ve got just over 200 registered participants. The Garden isn\u2019t something we\u2019ve advertised heavily. We wanted to see what the appetite was for digital engagement happening organically before we started really promoting it to customers. Our hope is that we\u2019ll be able to do more of that going forward, and that we\u2019ll see even more customers signing-up to The Garden this year. We\u2019ve created teaser GIFS to promote The Garden on our socials in a fun and interactive way. We\u2019re looking to launch a whole array of projects this year, including mapping services in and around our community centres and new projects with our resident scrutiny group. The Performance Allies and working with customers to choose our service partners of the future. The Performance Allies is our way of approaching scrutiny \u2013 a flexible group of customers who aim to get under the skin of our biggest organisational challenges and work collaboratively with us to provide our customers with the best possible service.<\/p>\n<p>We\u2019re also in the process of setting up a project where we\u2019ll track customer satisfaction with the gardening and cleaning service we provide. This will use real-time feedback from customers assessing the quality of the work we do. Long term, we\u2019re hoping that this will give us an opportunity to have a \u2018rate my estate\u2019 type tool on our website for all customers to use \u2013 so that they can give us feedback on what we already know is a hugely important service to them, in an easy and convenient way when they choose.<\/p>\n<p><strong>And, finally, what are your hopes for next year? Any specific objectives you can share? <\/strong><\/p>\n<p>We want to keep growing The Garden and make it the centrepiece of our digital offer. Our aim is to expand The Garden so that customers can interact with us, if they want, and use it to collaborate with us, share ideas and improve their experience of Catalyst.<\/p>\n<p><em>Thanks to Paul Nettleton and Anna De Souza for their time and valuable insights.<\/em><\/p>\n","button":""}}]},"posts_slider_group":{"show_section":true,"posts_slider":[{"add_anchor":false,"anchor_name":"","background_color":"green","slider_subhead":"","slider_headline":"Discover More Blogs","slider_text":"","slider_type":"blog_posts","manual_resources":false,"slider_resource_tax":"recent","add_additional_filters":false,"department_filter":false,"market_filter":false,"outcome_filter":false,"product_filter":false,"region_filter":false,"solution_filter":false,"topic_filter":false,"slider_link":{"title":"View All Resources","url":"\/uk\/learning-center\/","target":""},"slider_link_icon":false}]},"centered_layout_builder_clone":{"flexible_page_builder_group":{"flexible_page_builder_fields":[{"acf_fc_layout":"wysiwyg","add_menu_anchor":false,"anchor_menu_text":"","wysiwyg_group":{"show_section":true,"alignment":"left","subhead":"","headline":"","wysiwyg":"<p><em>\u2018A society grows great when old men plant trees in whose shade they shall never sit\u2019<\/em><\/p>\n<p>Greek Proverb With the British government\u2019s <a href=\"https:\/\/www.gov.uk\/government\/publications\/the-charter-for-social-housing-residents-social-housing-white-paper\">social housing white paper<\/a> published just a few weeks prior, social housing provider Catalyst launched <a href=\"https:\/\/thegarden.chg.org.uk\/hub-page\/about-us\">The Garden<\/a> &#8211; an online community platform that enables tenant participation and provides real-time customer feedback. Responding to customers preference for online engagement since the pandemic\u2019s physical distancing requirements, this online platform enables residents to share what matters most to them while connecting at their convenience from the comfort of their home. Where <a href=\"https:\/\/www.theguardian.com\/society\/2020\/nov\/17\/social-housing-landlords-in-england-face-checks-on-tenants-satisfaction\">recent headlines reveal resident dissatisfaction<\/a> with housing associations and <a href=\"https:\/\/housingevidence.ac.uk\/wp-content\/uploads\/2021\/07\/Understanding-Approaches-to-Tenant-Participation-in-the-Private-Rented-Sector-in-Northern-Ireland-v4.pdf\">limited ability for tenants voices to be heard<\/a> as evidenced in the wake of the Grenfell disaster, Catalyst are proactively earning and keeping tenants\u2019 trust. Making digital engagement a focus, they underscore inclusivity and interaction over the usual transactional system between landlord and resident. Their genuine engagement with tenants\u2019 issues and viewpoints extends to responding to real-time data and feedback while offering residents the ability to take part in local initiatives, neighbourhood and community building. Here, digital engagement solutions allowed them to get closer to customers, share what they love about where they live and address community needs.<\/p>\n<p>To better understand these unique offerings, I recently asked Anna de Souza and Paul Nettleton from Catalyst\u2019s customer engagement team about creating a digital community and how Take That\u2019s song \u2018The Garden\u2019 inspired a philosophy of home, where people gather to exchange ideas.<\/p>\n<p><strong>What executive priorities were you looking to address? <\/strong><\/p>\n<p>Our Customer Experience Strategy was launched in September 2019 with an aim to win over hearts and minds, keep customers close, embed consistent customer promises and improve customer satisfaction. Catalyst customers wanted to engage with us digitally and the Customer Experience team were excited to progress this aspect of the customer engagement model.<\/p>\n<p>We wanted to develop an online community. An online community was not intended to duplicate a future self-serve portal, but formal and informal interaction with our customers, rather focusing on a transactional system.<\/p>\n<p>We sent a customer survey to over 32,000 Catalyst customers asking how they would like to communicate and engage with us. The response was quite encouraging, with over half of respondents saying they wanted to interact online. Covid-19 showed us more than ever how important it is to stay connected with each other. Having an online community would help customers connect with us, whenever they chose and better still, from the comfort of their own home. It would help them communicate and collaborate with us and other customers both locally and regionally about shared issues and concerns. They could choose how little or how much they interact with us, providing their feedback, when it suits them.<\/p>\n<p>We ran a series of co-creation workshops with customers in early 2020 to help design our customer promises. Colleagues and customers were asked how their customer experience could be improved and we could better communicate with them. Customers said they wanted:<\/p>\n<ul>\n<li>To receive updates about events and activities in their local area.<\/li>\n<li>Catalyst to personalise communication content, in real-time, so they could take part in local initiatives and meet their neighbours at the same time.<\/li>\n<\/ul>\n<p>We designed an inclusive engagement offer and our customer engagement model helps us listen and act upon the voices of our diverse communities. Our online community \u2018<a href=\"https:\/\/thegarden.chg.org.uk\/hub-page\/about-us\">The Garden<\/a>\u2019 allows us to do just that and offers choice and convenience so we can reach a diverse group of our customer base. The aim of that strategy was to win over hearts and minds, keep customers close, embed consistent customer promises and increase customer satisfaction. We felt <a href=\"https:\/\/granicus.uk\/solution\/govdelivery\/engagementhq\/\">EngagementHQ<\/a> offered the best digital solution for us.<\/p>\n<p><strong>What were your hopes for the first year and how did this pan out? <\/strong><\/p>\n<p>Our main aim for year one was to get the site up and running, to test and try it and co-create it with our engaged customers. We used all the golden nuggets of feedback we\u2019d received during the year during engagement sessions and interactions with colleagues to understand how The Garden would complement our digital offer.<\/p>\n<p>It\u2019s going well! We\u2019ve just over 200 registered participants on The Garden and celebrated its first birthday. We commemorated this milestone by running a competition. We encouraged customers to tell us what they love about their local community or a person or service in their neighbourhood who goes above and beyond to support people. Check out the winning response, \u2018home from home\u2019 which definitely stole our hearts! It feels like word is starting to get round that this is somewhere customers can come to collaborate with us, to share their ideas and feedback, and to work with us to find solutions to their problems.<\/p>\n<p><strong>Were there any unexpected benefits you noticed after implementing tools from Bang the Table, now part of Granicus? <\/strong><\/p>\n<p>Creating dedicated spaces for our customers to interact with us and each other has been a revelation for us. It\u2019s a style of working that we\u2019re using a lot. From communicating with customers about building safety works in their block, to working with customers to choose our new service partners together, our private groups make things simple. They\u2019ve been the gateway to some robust and useful discussions about why we do things the way we do, and how that impacts the people who live in our homes.<\/p>\n<p><strong>How much is the social housing white paper a driver of what you are doing? And how does EngagementHQ help you to meet its requirements or principles? <\/strong><\/p>\n<p>The White Paper is a huge driver of the work that we do. Of course, it was on the cards for a long time, and that gave us plenty of time to prepare. But when it arrived, the strong focus on listening and acting upon the customer voice, safety and making it easy for customers to share their feedback couldn\u2019t have been timed better. It was published just a few weeks before we launched!<\/p>\n<p>A great example of this is when we collaborate with customers to review our complaint responses. Not only do we meet the <a href=\"https:\/\/www.housing-ombudsman.org.uk\/wp-content\/uploads\/2020\/11\/Complaint-Handling-Code.pdf\">Housing Ombudsman\u2019s Complaints Handling Code<\/a>, which has a chapter dedicated to it in the White Paper, but we can continuously demonstrate how we\u2019re adapting our service offering as a result of real-time customer feedback. Our Complaints Experience Project involves customers working with us to review closed, redacted complaints. We\u2019re not really looking at the usual things like whether we\u2019ve answered complaints in time, or how many complaints are appealed. What we\u2019re concentrating on is how our complaint responses make people feel, how we can be more empathetic and kinder in the way we resolve complaints, and what we need to do differently to get there. EngagementHQ helps us to do this by providing the architecture for the group \u2013 a protected page. It hosts our quarterly survey, which customers complete once they\u2019ve reviewed the complaints, and gives us somewhere to feed back to customers about how we\u2019ve changed our processes and procedures because of what they\u2019ve told us.<\/p>\n<p><strong>Can you think of a project \u2013 or two, or three \u2013 that you think really demonstrates the benefits of EngagementHQ to Catalyst? Can you elaborate? <\/strong><\/p>\n<p>Back in the summer, we launched a new hub, which we\u2019re calling \u2018Connecting with our Communities\u2019. The main purpose of this is to provide neighbourhood-specific projects that our Community Connectors can use to develop and deliver community projects. With this project, we\u2019ve taken an innovative community-focussed approach to the government\u2019s new Kickstart scheme. Through the initiative, we\u2019re employing 30 young people between now and summer 2022 in newly created community-based roles.<\/p>\n<p>The government Kickstart scheme provides funding to create six-month paid job placements for 16 to 24-year olds who are on Universal Credit and at risk of long-term unemployment. We\u2019ve been able to use The Garden to really get close to our customers, and understand what they love about where they live, and how we can help them do more of it. And that\u2019s what we\u2019re all about as an organisation. The mapping tool has been vital to us being able to do that. It\u2019s really enhanced our understanding of what\u2019s in and around our communities, and how the people that live there use those services. Later this year, we\u2019ll be getting ahead of the curve and promoting our advice and wellbeing service. We\u2019ll use The Garden to understand what communities need from us, where the gaps are, and how we can use our knowledge, expertise and resources to address those gaps.<\/p>\n<p><strong>We love the name, The Garden. What\u2019s the story behind this? <\/strong><\/p>\n<p>When we were deciding on a name, we went through loads and loads of ideas. We wanted something warm and suggestive of home. A place where people want to gather and exchange ideas. But we got to a point where we were really stuck! The project team took the weekend to think it over. And it was one of the ideas that came back. The rationale behind it comes from a song by Take That, that Paul Nettleton in the Customer Engagement Team was listening to over the weekend. It\u2019s called \u2018The Garden\u2019, and it includes the line \u2018we can make a start, if we only learn to listen\u2019, which just felt like the place we wanted to be. There\u2019s also an old Greek proverb that \u2018a society grows great when old men plant trees in whose shade they shall never sit\u2019, and again that was the sort of feeling we were aiming for.<\/p>\n<p><strong>Money always seems such a tricky subject, but there are real savings from online participation. Do you think EngagementHQ is saving you money, or time and resources and how? How have these solutions impacted your overall budget? <\/strong><\/p>\n<p>Cost savings weren\u2019t the primary driver for launching our online community. We wanted to listen and act upon the customer voice loud and clear \u2013 and you can\u2019t put a price on that \u263a Of course, being a provider of social housing, saving money and investing in services that improve the customer experience are all important to us. The Garden allows us to reach 25 per cent more of our customer base, resulting in an uplift in real-time feedback of 150 per cent. It reduced the turnaround time for contacting customers from five days to one. It\u2019s reduced the manual effort of our team writing, emailing and calling customers. It\u2019s meant we can adhere to the Regulator of Social Housing\u2019s guidance around scrutiny and saves us over \u00a31,000 every time we run a series of face-to-face workshops.<\/p>\n<p><strong>How would you describe the impact on the community? What attributes of using EngagementHQ lead to a positive outcome for your project and organisation? <\/strong><\/p>\n<p>The thing about our \u2018community\u2019 is that it\u2019s series of smaller geographical areas, and they\u2019re spread over a massive area. So, it\u2019s hard to engage with a representative sample of our customers in a meaningful way that isn\u2019t digital. Using EngagementHQ has made our lives much easier in that respect. And we\u2019re going to be concentrating much more on our local offer over the next few years, so the platform will really come into its own as we start to do that.<\/p>\n<p><strong>How has the platform been received by your customers? Is it making participation easier? Is it making it more meaningful? Have you noticed any difference in the kind of people taking part? Are you engaging new people or a more representative sample, for example? <\/strong><\/p>\n<p>The feedback we\u2019ve had from people so far has been good. We know that in some cases, it\u2019s helping us to reach people that we wouldn\u2019t have worked with before. We\u2019ve recently been working with a customer who\u2019s agoraphobic, for example \u2013 and they\u2019ve been clear that they would never have been able to come to a residents\u2019 meeting or attended a workshop at one of our offices or community centres. So, we\u2019ve seen some positive changes at an individual level like that.<\/p>\n<p><strong>Getting together with people is really important, but the future looks to be blending digital and face-to-face engagement. How are you approaching this blended or hybrid approach? <\/strong><\/p>\n<p>Given the climate we\u2019ve been operating in over the last couple of years, there have been lots of factors beyond our direct control that governed whether we could meet up with customers safely. Being mindful of those restrictions meant we had to take a digital-first approach to engagement for a while. But now we\u2019re at the point where we can get back together with customers, we\u2019re taking the opportunity as it\u2019s something we\u2019ve really missed.<\/p>\n<p>The trick for us now is getting the balance right \u2013 doing things digitally makes lots of sense for us because of our wide geography. We can reach people who are far apart in quite an easy way. But we know we get more high-quality insight from people when we meet them in person, and that a lot of the customers we work with regularly prefer it that way. So, we\u2019re looking for a \u2018best of both\u2019 compromise that balances the needs of those who prefer digital engagement, and those who prefer tea, cake, and a chat in a community centre.<\/p>\n<p><strong>In what ways do you think that The Garden has improved trust and transparency at Catalyst Housing? How do you think it makes you seem more open and engaging to your customers? <\/strong> Earning and keeping the trust of our customers is our mission, and there\u2019s no better way to do that than by engaging with people on the issues that matter most to them. We\u2019ve been able to have some robust conversations with colleagues \u2013 backed by real-time data we\u2019ve collected directly from The Garden. By delivering a better customer experience, in a way that\u2019s meaningful to our customers, we\u2019ll enhance their perception of us as a landlord. This in turn will increase their satisfaction with the services we provide. There\u2019s been a lot in the news recently about housing associations and customer dissatisfaction, particularly around disrepair. The Garden gives us another tool to quantify that dissatisfaction, measure it, work out what to do about it, and act. We\u2019re not there yet in terms of trust but the feedback we\u2019ve been getting from customers tells us that we\u2019re trending in the right direction.<\/p>\n<p><strong>Where are you at now and what are you hoping to achieve going forward? <\/strong><\/p>\n<p>We\u2019ve got just over 200 registered participants. The Garden isn\u2019t something we\u2019ve advertised heavily. We wanted to see what the appetite was for digital engagement happening organically before we started really promoting it to customers. Our hope is that we\u2019ll be able to do more of that going forward, and that we\u2019ll see even more customers signing-up to The Garden this year. We\u2019ve created teaser GIFS to promote The Garden on our socials in a fun and interactive way. We\u2019re looking to launch a whole array of projects this year, including mapping services in and around our community centres and new projects with our resident scrutiny group. The Performance Allies and working with customers to choose our service partners of the future. The Performance Allies is our way of approaching scrutiny \u2013 a flexible group of customers who aim to get under the skin of our biggest organisational challenges and work collaboratively with us to provide our customers with the best possible service.<\/p>\n<p>We\u2019re also in the process of setting up a project where we\u2019ll track customer satisfaction with the gardening and cleaning service we provide. This will use real-time feedback from customers assessing the quality of the work we do. Long term, we\u2019re hoping that this will give us an opportunity to have a \u2018rate my estate\u2019 type tool on our website for all customers to use \u2013 so that they can give us feedback on what we already know is a hugely important service to them, in an easy and convenient way when they choose.<\/p>\n<p><strong>And, finally, what are your hopes for next year? Any specific objectives you can share? <\/strong><\/p>\n<p>We want to keep growing The Garden and make it the centrepiece of our digital offer. Our aim is to expand The Garden so that customers can interact with us, if they want, and use it to collaborate with us, share ideas and improve their experience of Catalyst.<\/p>\n<p><em>Thanks to Paul Nettleton and Anna De Souza for their time and valuable insights.<\/em><\/p>\n","button":""}}]}},"post_slider_clone":{"posts_slider_group":{"show_section":true,"posts_slider":[{"add_anchor":false,"anchor_name":"","background_color":"green","slider_subhead":"","slider_headline":"Discover More Blogs","slider_text":"","slider_type":"blog_posts","manual_resources":false,"slider_resource_tax":"recent","add_additional_filters":false,"department_filter":false,"market_filter":false,"outcome_filter":false,"product_filter":false,"region_filter":false,"solution_filter":false,"topic_filter":false,"slider_link":{"title":"View All Resources","url":"\/uk\/learning-center\/","target":""},"slider_link_icon":false}]}},"call_to_action":{"hide_call_to_action":false,"color":"red","custom_cta":false,"custom_subhead":"","custom_headline":"","custom_description":"","custom_link":null,"custom_image":false}},"_links":{"self":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/blog_posts\/40734","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/blog_posts"}],"about":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/types\/blog_posts"}],"author":[{"embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/users\/11"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/media\/40735"}],"wp:attachment":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/media?parent=40734"}],"wp:term":[{"taxonomy":"resource_tax_market","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_market?post=40734"},{"taxonomy":"resource_tax_dept","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_dept?post=40734"},{"taxonomy":"resource_tax_type","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_type?post=40734"},{"taxonomy":"resource_tax_region","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_region?post=40734"},{"taxonomy":"resource_tax_outcomes","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_outcomes?post=40734"},{"taxonomy":"resource_tax_topic","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_topic?post=40734"},{"taxonomy":"resource_tax_products","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_products?post=40734"},{"taxonomy":"resource_tax_solutions","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_solutions?post=40734"},{"taxonomy":"resource_tax_services","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_services?post=40734"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}