Missing the Mark?

Over the last 15 years, resident satisfaction has been one of the key ways for housing providers to measure their operational performance, and to benchmark themselves against others. However, Family Mosaic has found that our current approach of prioritising customer satisfaction as a major driver of the organisation is no longer appropriate.  In the current climate, we can no longer afford to see our tenants just as passive recipients of basic housing services; we expect them to be more demanding of us and more aspirational in their own lives and we need to know we’re getting it right. While tenant satisfaction gives us an impression of how we provide basic services, we now need a more sophisticated index, incorporating a range of measures around health, wealth and wellbeing to determine how successful we really are as a landlord. Read more on the Family Mosaic website.