What we learnt
The Tenant Satisfaction Measures are a way of comparing how landlords across the country are performing, and the results show us how you think we’re doing.
This year the results showed that customers from ethnic minority communities were less engaged with us, and reported lower satisfaction levels compared to other customer groups.
What we did
We used the results to find a community in Manningham where we could really make a difference.
We connected with community organisations including Bradford Education and Employment Partnership (BEAP), Bradford Youth Outreach (BYO), and other local partnerships active in the area. And together, we came up with some ways we can engage with our customers to understand the barriers they’re facing.
We also spoke to our Diversity Counts members, who shared some really useful ideas on how we could become more visible and accessible to underrepresented communities.
We started ‘showing up’ more. Going along to community events hosted by BEAP and BYO over the summer gave us chance to speak to more customers and build relationships.
What it meant for customers
It built ties with key organisations which can help support our customers.
By introducing BEAP drop-in sessions, it gave customers regular opportunities to speak to us in familiar, trusted settings.
It linked customers up with the services they needed. We resolved a long-standing repair issue for one customer who had limited English, this personal contact at a drop-in session was exactly what they needed!
Customers are now more comfortable getting in touch when they need us, and because we’re more involved with community events it’s easier for them to reach out in a way that works for them.
What's next
We’re not stopping here, we’ll continue going along to events and community spaces to keep these relationships going. And we’ll be bringing what we’ve learnt from Manningham to other areas with lower satisfaction among ethnic minority communities too.