We have completed a discovery phase to understand more about how our housing allocations service operates in practice.
We aim to improve understanding of how social housing is allocated. With a focus on customers with medical needs, we reviewed the end-to-end journey from customers seeking advice and information, through to applications and assessments being carried out and individuals bidding on properties.
During discovery we aimed to:
- Gain a clearer understanding of customer satisfaction and expectations
- Review the process from a customer’s perspective
- Understand how the policy is interpreted and applied in decision making
- Learn more about the experiences of our partners who support customers with social housing related needs
Our latest show and tell shares:
- What we learnt about customers’ experience
- Insights from user research with customers who recently applied to join the housing list
- How third-party organisations support customers, the challenges they face, and suggested improvements
- Findings and gaps in how the current policy shapes decision making
- Our planned next steps
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