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Saxon Weald Housing Corporate Plan

The Challenge

Saxon Weald was developing a new 3 year corporate plan, Delivering Better Together, and needed to ensure it was genuinely shaped by customer and colleague insight.

Following regulatory scrutiny and evolving expectations around Tenant Satisfaction Measures (TSMs), the organisation required a deep understanding of resident needs, priorities and pain points.

The challenge was to bring together multiple voices, including customers, colleagues and external stakeholders, into a clear, evidence-led strategy that would improve services, rebuild trust and drive measurable improvements in satisfaction, efficiency and customer experience.

Saxon Weald Housing Customer Insight Project

Research Objectives

The research was designed to inform the development of Saxon Weald’s corporate strategy through robust, multi-source insight. The key objectives were to:

  • Understand resident priorities, pain points and service expectations
  • Identify key drivers of satisfaction and dissatisfaction aligned to TSM metrics
  • Capture feedback across the full customer journey, including repairs, communication and engagement
  • Explore colleague perspectives through internal engagement programmes
  • Incorporate stakeholder and regulatory feedback into strategic planning

Together, these objectives aimed to ensure the corporate plan was grounded in real experience and aligned with measurable outcomes.

Research Approach

Vision One delivered a comprehensive, multi-method research programme integrating customer, colleague and stakeholder insight. The approach included:

  • Quantitative surveys to capture resident satisfaction and priority areas
  • In person and online qualitative research interviews and focus groups to explore lived experiences
  • “Your Voice” engagement sessions to co-create ideas with residents
  • Internal “Big Conversation” and pulse research with colleagues
  • Integration of external stakeholder feedback and regulatory insight

This approach ensured a holistic, 360-degree understanding of experience across the organisation.

Findings

The research identified clear priorities for improvement, with repairs, communication and feeling listened to emerging as critical drivers of satisfaction. Residents highlighted the importance of reliability, transparency and ease of interaction across services. Safety and trust also emerged as key themes, reflecting broader sector pressures.

The findings revealed gaps between service delivery and expectation, but also strong opportunities to improve through better communication, first-time resolution and more proactive engagement. Importantly, the research provided a prioritised, evidence-based view of what mattered most to their customers.

Action & Recommendations

The insights directly shaped Saxon Weald’s corporate plan, embedding a more customer-centric approach across strategy and operations across all housing types. Key actions focused on improving repair performance, strengthening communication, increasing first-time fix rates and enhancing engagement through programmes such as Your Voice.

Supported by initiatives including Evolve and More IQ, Saxon Weald is now better positioned to deliver measurable improvements in satisfaction, efficiency and service quality.

Qualitative Research Agency

Testimonial from Saxon Weald

Saxon Weald Housing Association

Thank you so much for yesterday! It is an awesome piece of work with so much to take in and digest!!!

Saxon Weald White Logo

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