How can we help?

We deliver research and business intelligence as a service. What ever you need from us, our services will always concentrate on your destination as well as how you want to get there. Check how our services answer your questions:

Merger support +

Undergoing a merger?  Count on Voluntas to help.  We have over 50 years of housing sector experience.

Customer Insight Audit

Voluntas will conduct a customer insight audit, gathering together all the mechanisms currently used for recording and reporting data and insight across the two organisations.

What you will achieve:

Best practice. Optimise your insight methods and mechanisms by drawing on the best of both organisations.

Deep understanding.  Learn about your combined organisational capabilities from a trusted, independent housing research expert.

Proven value for money. Rationalising your data and analysis activities with expert guidance ensures the highest quality insight and cashable savings.

What we will do:

  • Provide an independent overview of current customer satisfaction scores across the two organisations.
  • Identify points of consistency and difference in the two organisations current methods
  • Make recommendations as to how these approaches could be combined while retaining comparability over time.

Transform your insight

Voluntas will facilitate discussions to help you shape the merged organisations’ approach to customer insight.

What you will achieve:

Collaboration with confidence.  Your new organisation will need to come together and deliver results quickly; our facilitation provides a trusting environment where your vision for the future is realised.

Evidence-based outcomes. Our facilitators will provide the data and evidence you need to validate your collective vision for customer insight – formatted to justify resource savings and support investments in new technology.

Innovation in insight.  Be inspired by your colleagues and best practice from across the sector to bring your new organisations unique purpose to life.

What we will do:

  • Provide an environment, led by social housing experts, where you create your own vision for customer insight
  • Deliver example of best practice from across the sector — from merged organisations just like yours
  • Challenge the status quo as a critical friend, pushing to unlock insight meaningful to the new organisation
  • Evidence decisions as they are made, providing an audit trail of your innovation, collaboration, and value for money.

Critical Friend

Voluntas will act as a critical friend during the development of the merged organisations’ customer insight approach.

What you will achieve:

Insight your way. No one knows your tenants better than you.  Ensure your organisations unique communication style comes through in your survey delivery, while ensuring confident, robust, defendable results with Voluntas guidance.

Learning from experts.  Our consultants are experienced in housing and social research, and we will share best practice and the latest thinking with your new organisation at regular meetings.

A robust approach.  Acting as a critical friend sometimes calls for challenging how and why things are done. Bulletproof your approach with regular advice and support from the recognised leaders in the housing research.

What we will do:

  • Optimise your joint meetings with expert-led, facilitated topics to unlock innovation and savings
  • Support by Skype™ video conference twice monthly throughout the duration of your merger
  • Provide a platform for thought leadership in insight to emerge from within your new organisation

Training and Development

Voluntas will provide training to new or existing members of staff who use customer insight, to create an equal knowledge base across the new teams.

What you will achieve:

Equal footing. Training and development for teams to understand the language and science of data analysis and insight.

Educated teams. A period of change provides provide an opportunity to educate about confidence, sample size, representation, and methodology.

Forward progress. A collaborative, developed team is capable of innovating, leading and influencing positive change in the new organisation.

What we will do:

  • Listen to your organisations pains and problems to develop a bespoke training programme for you
  • Conduct a skills analysis to understand knowledge gaps and the best way to provide support for that gap
  • Use multimedia methods to meet the needs of learning styles within your teams.

Your future methodology

Voluntas will provide technical advice on representative sampling and engagement

What you will achieve:

Bulletproof Insight.  Depend on the experts at Voluntas to provide leading-edge technical advice that will stand up to scrutiny.

Practical knowledge: Day in and day out, you will depend on your sampling and methodology to deliver the data you need without fail.

Systems expertise: Gain an understanding of the theories behind the methods and mechanisms to improve the expertise of your entire team.

What we will do:

  • Analysis and recommendations in terms of methods and mechanisms – explicitly linked to your organisational strategy.
  • Provide advice on demographics and go beyond conventional thinking, to unlock data that you can influence and nudge.
  • Work with you to ensure under-represented groups have a voice in your new organisation, both quantitatively and qualitatively.

Your future reporting

Voluntas will provide an audit of current satisfaction reporting, including methodology and frequency.  We can also work with you to bring about changes in reporting to reflect and support your new organisation’s vision and values.

What you will achieve:

Alignment. Your reporting will be explicitly linked to and support your new organisations activities, KPI’s and strategy.

Actionable Insight.  Reporting feedback that is clear, honest and quantifiable – and a qualitative response that brings about focused service improvement.

Authentic Storytelling. Voluntas experts will show you how tell the story of the customer’s journey in a meaningful way that truly delivers the voice of the customer.

What we will do:

  • A Voluntas audit of your reporting provides the analysis and scrutiny of leading experts in housing research.
  • We work with you to unlock new, actionable opportunities in your data collection, data analysis, research and reporting.
  • Understanding your new organisations aims and objectives to underpin that strategy with supporting data, trends, and importantly, your customer’s voice.
  • Update your dashboards and reporting templates to implement best practice in housing research and insight.


Communicating with stakeholders

Voluntas will facilitate workshops with key stakeholders to discuss customer feedback and help identify specific actionable improvements to service.

What you will achieve:

Buy-in.  Professional, robust data and insight with the expertise and capability to tell the story of your customer journey gives your stakeholders’ confidence in your messages.

Ownership: High quality, actionable communications allow stakeholders to own the research results and implement service improvements.

Real representation of your customers.  Become an authentic revealer of insight and a customer’s storyteller. Voluntas helps you represent the customer and different stakeholders throughout the merger process and beyond.

What we will do:

  • Voluntas will conduct a stakeholder analysis to understand who to consult within the new organisation, with whom to communicate and on what basis and frequency
  • Once best practice is identified and a way forward agreed with stakeholder involvement, Voluntas will provide assistance to set out a communication plan for all internal staff.
  • We provide advice and support for your communication plan with regular and frequent ongoing updates, and supporting pages on the company website.
  • Voluntas will share best practice in using modern communication tools to capture the interest of internal staff.
  • Communicate the positive impact of your merger and your shared actionable insight across all work streams.
Get in touch

Expert support +

Voluntas will advise you on how to make best use of the insights you have gained to deliver real value throughout your whole business. From tenant satisfaction through to staff motivation and policy development, the insights you will gain are a powerful way to build relationships throughout your business and your reputation in the wider community.


We can offer training in Market Research analysis for your team to build value out of the data you are collecting either through Voluntas or through in-house surveys.


We provide constructive advice to ensure your in house data collection is both valid and reliable. We can assist in question design, sample selection and statistical analysis.

Ad hoc Market Research

Using the appropriate channel for your target respondents Voluntas can undertake analysis and reporting both of unique surveys and of your existing insights within the Voluntas platform.

Voluntas can also offer presentation of reports if required giving you the opportunity to further question your survey outcomes.


Contact Voluntas Today!

Data collection +

How can we help


Using Computer Aided Telephone Interviewing or CATI, is a widely used methodology and forms part of many market research projects and our telephone survey team has extensive experience of conducting telephone surveys across a number of sectors.

The low comparative cost and relatively high response rate ensures that telephone interviewing is an efficient and cost effective method.


The methodology is particularly useful when trying to quickly and efficiently reach large target audiences. We use our in-house online survey software with My.Research to manage your campaigns and Responses are instantaneously available for you to review and analyse.

Postal surveys

Self-completed postal surveys are a cost effective means of getting research data from a relatively large number of people.

Typically response rates are lower than other forms of data collection, the self-completion method provides the respondent with time to reflect on the questions before answering them.

Focus groups

We have used focus groups to capture opinions, beliefs and attitudes towards a service and ideas.

We’ll normally aim to recruit between 8-10 people in order to create a meaningful discussion. The Groups are guided by our team who will use a topic guide to regulate discussions to ensure it meets the research objectives agreed with you.

Our expert researchers are trained moderators and are experienced in utilising specialised qualitative techniques. We advise our customers to consider using incentives for participation and suggest a group runs for around one to two hours.

Face to Face

We are able to provide a number of face to face research techniques, including:

  • Mystery shopping
  • Door to door interviewing
  • Exit surveys
  • Recruitment

All projects are supervised by a trained market researcher ensuring best practice and quality standards are met.

Contact Voluntas Today!

Customer insight +

How we can help

We provide our customers with insights to tailor services, improvements and intervention.

Our customers tell us that our work enables them to:

  • Respond to customers based on their characteristics and behaviour
  • Learn from measuring the impact of their work with customers
  • Improve value for money by achieving more with existing data
  • Move customers to service channels which are more effective
  • Achieve their organisation aspirations for customer insight
  • Innovate for future customer needs and preferences
  • Respond to cost drivers in service delivery

The impact we can have

We worked closely with Housing Plus in South Staffordshire to shift their delivery model. Adrian Eggington, Assistant Director said:

Voluntas worked with us to create and implement our neighbourhood strategy and customer insight was a big part of that. We’re now able to better identify priority estates, engage with tenants who had previously been hard to engage, and understand the different needs of our tenants

Housing Plus

What we can deliver for you

We focus on the areas that matter to you and find the intelligence that helps you make the right decision:

Your Aim We’ll Produce Enabling You To
Tailor services for customers Channel shift plan Meet customer preferences and maximise resources.
Understand the strength of your service proposition Customer experience assessment Value what you currently delivered.
Reduce costs Customer score card Identify and change costly customer segments.
Tackle risks or identify opportunities Behavioural segmentation Respond to changes in customer interactions.
Improve income performance Customer and income analysis Reduce bad debt levels and support customers to pay.


Contact Voluntas Today!

Strategic research +

How we can help

We provide our customers with insights to support their plans to respond to opportunities and threats.

By working with Voluntas, our customers are better placed to:

  • Assess their competitive position and gaps relative to their markets
  • Enhance services and products  for current and future customers
  • Assist their customers in achieving their aspirations
  • Identify and make acquisitions and investments
  • Track competitors movements and decisions
  • Tackle changing market conditions
  • Understand stakeholder needs

The impact we can have

In the midst of consolidation, Knightstone Housing Association asked Voluntas to complete a major piece of research to support their strategic review of their older persons services and property provision. After the strategic research was completed, Darrell Jackson, Strategic Business Manager at Knightstone, commented

The project had a tight deadline and we found Voluntas added value to the whole process. Their prompt responses, constructive advice, and excellent project planning meant that everything was managed through on time and in budget.

Knightstone Housing Logio



Knightstone’s Futures team has taken the research forward to inform their service offer and strategic direction.

What we can do for you

Working closely with your leaders and project team, we’ll quickly immerse ourselves in your environment to ensure we isolate the drivers for your research.

Your Aim We will produce Enabling you to
Identify opportunities and threats Independent reporting. Welcome the highest levels of scrutiny into your services.
Ensure all data is available for decision making. Full service data collection. Provide leadership to improve customer satisfaction.
Bring impetus to the organisation’s customer satisfaction plans. Action planning events. Refocus efforts on what matters to customers.
Make decisions based on the right feedback. Question sets. Identify key drivers of satisfaction and customer advocacy.
Have an organisational approach to acting on customer feedback. A customer feedback strategy. Achieve higher levels of customer satisfaction by co-ordinating the organisation’s efforts.
Obtain representative views from customers. Data audit and sampling guidance. Be more confident in decision making as your data is accurate and comprehensive.
Match customer preferences with data collection methods. Research methods plan. Improve value for money whilst obtaining higher response rates from your customers.

Five strategic values

We bring five indispensable values to the leadership teams we work with:

  1. Tailored approach
  2. Risk awareness
  3. Impartial insights
  4. Expert-led process
  5.  Return of investment

With these in mind, our expert team will help you focus on getting the right decision as the alternative can lead to organisation failure, reputational damage or asset loss.


Contact Voluntas Today

Employee engagement +

How we can help

We provide our customers with insights to maximise every employees’ contribution to organisational and individual success.

Our customers tell us our work for them enables:

  • Tailor HR policies and plans for current and future employees
  • Generate more resilient ideas and organisational strategies
  • Develop employees’ sense of ownership and responsibility
  • Encourage movement within the organisation
  • Identify specific knowledge and role gaps
  • Improve organisational culture
  • Increase loyalty and retention

The impact we can have

During Spring 2013, Jephson Housing Association who have merged with Raglan Housing Association to form Stonewater challenged us to get more insight out of their in-house employee research. Sue Shirt (nee Rowley), Corporate Director said:

Voluntas’s research has provided us with clarity about where to focus our resources to further improve employee engagement, validate our existing plans and demonstrate transparency to our Board, managers and staff.

Stonewater Logo




Our approach to employee research is summed up in three words; Mission focused; Bespoke; and Evidenced based. We’ll:

  • Understand your current approach to employee involvement and organisational development
  • Work with leaders, managers and staff to develop engage surveys and methods
  • Develop a research plan to dovetail with your organisational development plans
  • Collect employee feedback via online, telephone, 121 or group sessions
  • Analyse and report in-depth the feedback collected from employees
  • Co-create practical action plans to take recommendations forward
  • Mentor your organisation during the implementation process

Contact Voluntas Today!

Nurturing customers +

Customer feedback is a powerful driving force in how successful a business can be its approach to nurturing customers and meeting their needs. Happy customers can result in increased sales, positive word-of-mouth advertising and rapid growth. A negative customer experience can result in the opposite and be very damaging. Customer satisfaction doesn’t need to be difficult to achieve.

With expert research and advice, achieving an outstanding level of customer satisfaction couldn’t be easier. Voluntas take out the hard work so all you have to concentrate on is the day-to-day running of your business. Once you’re armed with the correct feedback, you’ll be able to make informed decisions based in key drivers in customer satisfaction.

We’ll also enable you to:

  • Discover inconsistencies between service standards and customer expectations
  • Optimise processes based on representative customer feedback
  • Reduce the risk of costly and damaging complaints
  • Produce new ideas for developing or new services
  • Celebrate service successes and grow your brand
Contact Voluntas Today

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