Housing Association London & Quadrant Transforms the Resident Experience with Agile Community Insights
London & Quadrant (L&Q) is one of the country's leading social housing associations, delivering high quality and affordable homes across London and the South East. With residents including private rental tenants, private owners, shared owners and social housing tenants, their customer base is highly diverse, with extremely varied needs and high expectations.
This diversity coupled with constant changes in legislation and government policy means that agile insights are critical to help the business understand how best to serve the evolving needs of residents.
The insight team at L&Q use Alida Sparq- the Alida Insight Community platform- to gather deep insights to support stakeholders across the business as they look to transform the customer experience. In a short time, "L&Q and You" has become instrumental in improving it’s communication strategy, providing quality services and homes and diversity and inclusion initiatives, amongst others.
Watch this webinar to learn:
- How to successfully build positive and meaningful customer relations by navigating complexities unique to housing associations
- Why an insight community is the right solution to help shape policy, test propositions and improve the customer experience
- How to drive business objectives with specific examples on how L&Q tackles diversity and inclusion and their evolving services in the face of COVID-19