Success, Satisfaction and Scrutiny:
the Resident Engagement Toolkit
Case study four:
AmicusHorizon’s feedback loop
Residents’ involvement in shaping our
services is such that we have a hugely
valuable ‘feedback loop’. Residents help
us specify contracts, select contractors,
and test services directly through postinspections and mystery shopping.
That’s in addition to the wealth of insights
we gain through completing roughly
11,000 telephone satisfaction surveys
each year and analysing thousands of
customer contact records. Having an
internal survey team helps in identifying and
acting upon resident priorities swiftly.
Feedback loop for repairs and maintenance service
Residents assist
in selections of
contractors
Resident Monitors
carry out postwork inspections
Residents and staff
discuss performance
at contractor meetings,
Repairs & Maintenance
Panels, and Area Panels
Resident Mystery
Shoppers assess
customer service
Residents help
review feedback from
surveys and CRM
Value For
Money Task
Group carries
out review of
expenditure
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