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South Wales housing organisations team up to focus on customer insight

Katy Wilburn, Head of Research and Insight at Voluntas MRS

Voluntas MRS Head of Research and Insight, Katy Wilburn, presents to delegates representing housing organisations from across South Wales and beyond.

Housing Associations in South Wales met to improve housing services through understanding customer data

United Welsh and Voluntas co-hosted a customer service and data analytics events in Caerphilly on 22 March 2017.

Expert guest speakers from around the country covered topics like customer insight, data quality, root cause analysis, and business intelligence to an audience of 30 delegates.  Understanding tenant data is important for delivering a tailored housing service and a value for money result for housing organisations.

Voluntas Executive Director, Dylan Chipp said, “A room of a talent from 15+ organisations resulted in an electric atmosphere throughout the day. We’ve had so much interaction and shared best practice amongst delegates – everyone will come away from this event energised and bursting with practical tips for delivering a better service for communities in South Wales and beyond. Amazing and inspiring.

Kevin Hedges, IT Housing Business Partner for Coastal Housing in Swansea said, “Great agenda and well organised event. The content offered practical advice and help.”

Rebecca Murphy, Senior Income Officer at Family Housing Association in Swansea said the sessions were “useful for increasing engagement and learning the best ways to analyse and simplify customer feedback.”

Simon Phillips, Customer Services Manager from Tai Calon Community Housing in Blaina said he learned “some very good tips and ideas on how to help with data management.

Invited guests included representatives from Alliance Homes Group, Charter Housing, Coastal Housing, Family Housing, Gwalia Housing, Herefordshire Housing, Knightstone, Newport City Homes, Newydd Housing, Tai Calon Community Housing, Trivallis, Valleys 2 Coast, Yarlington Housing Group, and United Welsh’s repairs organization, Celtic Horizons.

Speakers included:  Erica Cawood, Head of Business Information and Insight at Catalyst Housing Ltd, Stephen Russell, Director of Communications and Business Insight at Midland Heart, Katy Wilburn, Head of Research and Insight at Voluntas, Hilary Simpson, Solutions Delivery at Nesta and Warren Earl, Customer Insight Manager at Peabody Trust.

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