Survey Report

Experience as a Service: Key findings for… Housing Associations

The ways in which citizens interact with services and how public sector organisations have changed in their responses are the key focus of this ‘Experience as a Service’ survey

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The ways in which public services are being used and contracted is changing dramatically. After the global pandemic, and the Government’s introduction of Digital, Data and Technology (DDaT) first policies, public services are dramatically transforming to focus on providing the best experience for service users.

Empathy is at the heart of this movement towards modern public services. This means that service users are treated as individuals, that they feel heard, and that their problems are remedied on a case-by-case basis without a ‘one size fits all’ approach.

It’s never been more crucial for this approach to take root within Housing Associations. As the modern world progresses it is imperative that tenants feel safe, protected, and heard in their homes.

In this supplement to the ‘Experience as a Service’ survey report, we examine the survey responses specifically from workers in Housing Associations and examine the key issues the findings highlight.