Resident voice

The White Paper highlighted the importance of resident voice in social housing.

With expertise in resident feedback, customer experience, segmentation and data, we can work with you on a single project or across your overall resident voice strategy.

How to use resident voice to improve your services

Find out more

Resident feedback framework

The response of social housing organisations to the Covid-19 pandemic and the Government’s social housing bill have both put residents at the heart of service delivery.

Our framework, developed and published in 2020, can help you build on that engagement and implement a resident feedback model that has the experience of residents – and their voice – at the heart of the business of social housing.


A review of your current approach to resident feedback or any aspect of each individual stage, highlighting your strengths and weaknesses and providing you with a strategy to improve your approach to resident feedback.


Expert advice, best practice examples and coaching around a specific aspect of resident feedback, including segmentation techniques, feedback loops and experiential metrics.

Data service

Ranging from a high-level data diagnostic or data governance framework to training for data stewards or e-learning data modules for everyone in your organisation.

Recent publications

Optimising resident feedback: developing a resident feedback framework to optimise business delivery

Rethinking customer insight: Moving beyond the numbers


27 September, 2022
Measuring resident resilience amid the cost-of-living crisis: Housing Digital
28 July, 2022
The Centre’s impact measures: a year review
29 June, 2022
HACT works with Hyperoptic to present solutions in tackling digital poverty


15 September, 2022
Unlocking the potential of social prescribing
28 July, 2022
The UK Social Value Bank now includes environment outcomes
15 November, 2021
Understanding fuel poverty