Service Excellence

City West Housing is starting an important project to understand the needs of our residents.

What we’re aiming to do

• Find out if there’s a difference between what we think our residents want and what they actually want, and if this varies among different groups of residents.
• Check if there’s a gap between the level of service we promise and what our staff actually deliver.

This project isn’t just about fixing problems now. It’s also about planning for the future, based on what our residents tell us they need. This is different from the annual Tenant Satisfaction Survey, which asks residents if they are satisfied with the service we already deliver.

How we’re going to do it

• We’ll talk to members of our Tenant Voice Group over the phone.
• We’ll have face-to-face discussions with different groups of residents.
• We’ll also interview a small number of new residents about their experience applying for a home with us.
• Our staff who deal directly with residents will have a workshop.
• Shadowing key staff as they perform their frontline duties in line with our policies and values.

We plan to do all this talking and observing in May and June 2024.