Aire Valley Homes, an ALMO working on behalf of Leeds City Council, is now using Arena’s Tracker suite of software to measure and improve its engagement with its 18,000 tenants.
Ian Montgomery, customer involvement manager, Aire Valley Homes, said, “Prior to using Tracker, we were manually updating complicated standalone Excel spreadsheets to record our interactions with tenants. This was really labour intensive, we were duplicating effort and information was often out of date or at least out of sync with our housing management package, plus it was a real headache when it came to sending out information.”
AVH reported that it was hard to record activities and outcomes, making any meaningful form of analysis difficult. The ALMO found that it was consistently under-reporting the scale and value of all tenant activities and was therefore unable to demonstrate not only where it was being successful but also where additional effort was required and would provide most benefit.
Montgomery said, “Arena Tracker has really helped us improve efficiency, understand better who is getting involved and therefore where the gaps are. We can now target different customer groups with involvement opportunities. As the system uses our core tenant data, we can easily record, correlate and compare information to our wider tenant profile. A significant achievement is that we can now demonstrate that our tenant engagement activities are coordinated, cost effective, meet targets and are having a positive effect.
“Our staff find Tracker intuitive and easy to use and this means we can measure what we do, focus our energies on under-represented groups and also communicate quickly to get news and events to tenants.”
AVH is also using the Feedback Tracker module to manage its in-house tenant satisfaction programme incorporating the new STARsurvey questions and take advantage of features such as keyword analysis. The Impact Tracker module is also being used to record the day-to-day business of various tenant forums and groups so that AVH can evaluate the time and costs associated with these activities against the outcomes they achieve.
