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Radian Group Tackles Tenant Satisfaction Head on with Help from TTi Global
Award-winning provider of affordable rented homes, Radian Group, tasked TTi Global to use its tenant satisfaction research expertise to implement its STAR survey programme and streamline its complaints management process.
Radian Group employs over 800 staff in providing almost 21,000 homes throughout the south of England. As one of the largest registered providers in this area – which includes Berkshire, Buckinghamshire, Dorset, Hampshire, Surrey, Sussex, Isle of Wight, and Wiltshire – Radian provides quality homes from one bedroom apartments, through to four bedroom houses.
The organisation is committed to delivering homes to meet a full range of housing needs. With 21,000 homes on their books, that’s a lot of tenants and buyers to take care of. This is where TTi Global stepped in to assess tenant satisfaction using the company’s STAR survey programme.
Following the English government departments and regulators decision to end the former standard (the STATUS survey), HouseMark developed a standardised approach to measuring satisfaction that could replace STATUS on a voluntary, self-regulatory basis. HouseMark worked with their members, as well as the National Housing Federation (NHF), Chartered Institute of Housing (CIH), Tenant Participation Advisory Service (TPAS) and Tenants and Residents Organisations of England (TAROE) to develop STAR.
Glyn Luckett, Commercial Director of TTi Global, commented:
“Radian Group’s annual programme consists of some 2700 continuous telephone surveys each year, over a random sampling of its tenants and leaseholders, using the standard STAR questionnaire. Using our own in-house CATI call centre team and specialist expertise in the housing sector, we were able to obtain a continuous picture of the levels of tenant satisfaction on a range of key indicators. This informs service performance and enables Radian to take action through a number of channels and support improvement.”
TTi Global was also brought in to help Radian Group improve its complaints management processes.
Glyn Luckett said of the project:
“Radian’s complaints management team has a process of understanding complaints in order to bring about resolution. They have a clear plan and an open complaints policy, which is an utmost priority for their team. Radian asked TTi Global to assess the level of post-complaint resolution satisfaction, in order to help them understand which touchpoints throughout the process were causing dissatisfaction for tenants.”
Our approach enabled Radian to accurately monitor and track changes in performance standards and service and capture verbatim comments from managers to use in the identification of service improvement actions. Perceptions improved positively by 5% overall, across the study, and Radian has been able to understand through this initiative exactly where its complaints management process is having an impact on perceptions.
Radian had high expectations from us from the outset. We are ambassadors of their brand and we are committed to reflecting the high standards of service that Radian provides. Throughout the project, Radian has been able to continuously track satisfaction, with the confidence that their research is being delivered professionally, and to the highest standards.