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Continually Seeking Improvement

Real Time Coverage

On a daily basis, we know the views of households in each of the nine regions of England.

During 2012, representative opinions were sampled from 341,000 homes at an average rate of 39 per hour, 220 days of the year.

Satisfaction Focus

Almost 85% of work is aimed at collected and understanding customer satisfaction with 980 opinions provided each week about how well our client’s perform on behalf of their customers.

Social Housing Expertise

We have extensive coverage in the housing sector and the services provided by landlords and 74% of our social housing research covers seven services:

Our social housing consultancy team provide business improvement support across this full range of services.

In-House Maintenance Insights

We measure and compare the performance of 22 Direct Labour Organisations (“DLOs”) across key areas of operation including:

These DLOs deliver services to between 4,500 and 28,000 households in England.

Repairs and Maintenance Specialists

Two in five of our research programmes seek views in respect of maintenance services performance in tenanted properties.