Through the resident's eyes
Resident Voice and Experience.
A day on seeing services as residents do: experience, inclusion, tenant voice and complaints handled with humanity.
- Level
- Immerse
- Learning time
- 9 hours
- Where
- Homes and residents
- Price
- £249
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Read the full terms
Certificate of Completion, or Certificate of Completion and Assessment with a short assessment
Overview and Outcomes.
Who It's For
Housing and council service teams and their boards
Overview
Residents judge a service by what it is like to use. Through the resident's eyes helps housing and council teams, and their boards, see services as residents do. It begins with outcome, effort and respect, Carlzon's moments of truth and how to measure experience, including the Tenant Satisfaction Measures. It explores Seddon's failure demand, journey maps and life events, respect, vulnerability and reasonable adjustments, and accessible, bilingual and digitally inclusive services. The frontline, service climate and emotional labour follow, with complaints as learning, Awaab's Law, tenant involvement and housing regulation. Capstone cases include Grenfell residents' warnings, Trivallis and Tell Us Once.
Aims
This programme aims to help service teams and boards see and shape services through the eyes of residents, treating experience, voice and complaints as evidence of what really happens. It develops the judgement and practice to reduce failure demand, include everyone, support frontline staff and respond to residents with humanity and respect.
In summary, you will be able to:
- Explain how residents experience services through outcome, effort and respect, and how measures, voice and complaints reveal that experience.
- Use journey mapping, failure demand analysis and complaint data to redesign services around residents' lives and needs.
- Lead services and teams that are accessible, bilingual, inclusive and respectful, and that act on resident voice and regulatory standards.
What you'll develop
By the end of this Immerse, you will be able to:
- Explain why experience is part of the service itself and assess a service against the strands of outcome, ease and effort, and respect.
- Distinguish value demand from failure demand and explain why studying the reasons for contact reveals where a system fails.
- Explain the Housing Ombudsman's findings on respect and identify where respect breaks down in your own service.
- Explain how service climate, the service-profit chain, emotional labour and staff voice connect staff experience to resident experience.
- Explain what the Grenfell, Trivallis and Tell Us Once cases show about voice, records, respect, leadership attention and learning.
- Distinguish consultation, involvement and partnership, and place your own involvement activities on the participation ladder.
- Explain the purpose and main timescales of Awaab's Law in England and the different route Wales has taken through the Welsh Housing Quality Standard.
- Explain the Best Value Duty and the stages of intervention when an English council fails to meet it.
Built from 4 parts.
9 hours of learning.
- 01Through the resident's eyesResident and Customer ExperienceExplore · Resident and Customer Experience9 modules
- 02Tenants as true partnersRegulatory judgements, viability and tenantsBitesize · Foundations of Social Housing2 modules
- 03Handling complaints with humanityAwaab's Law, damp and mould and complaintsBitesize · Complaints, Ombudsmen and Learning from Failure2 modules
- 04Safe homes and sound councilsHousing consumer standards and local auditBitesize · Regulation and Compliance2 modules