Preparing for your STATUS Survey

Background

The outcomes of a STATUS survey are very important for your organisation and the results of this survey are publically published and provide the readers of the results with a view on how well the organisation is delivering its services. 

It is therefore important that preparation for the survey is undertaken by the organisation and this is where echelon can help.

Strategy

We need to have a clear understanding of the current perception of service delivery. 

Often the internal perception differs to the external perception and this is often reflected in the results of the survey.

In order for you to have a structured approach with measureable outcomes we would use 121 interviews and questionnaires through emails or as face to face interviews to assess the current perception. Interviewees should consist of:

• Resident Focus Groups/Asset Management Group
• Resident Engagement Teams
• Resident groups ie TA’s, scrutiny panels etc
• Director of Asset Management
• Chief Executive
• Customer Advisors

Analyse

Using the information collated at review stage we will prepare a communications plan that could include the following to publicises the good services, to inform of actions and progress that had been identified against poor services.

Communication

Repairs Bulletin

This will be drafted by Echelon following the review and analysis. The intention is to provide bulletins in the run up to the STATUS survey being sent out. We would also want to ensure that within the timescales the bulletins are added to any void welcome packs. Key messages of the bulletin will be:

• KPI data
• Customer Satisfaction
• We listened and made the changes in service you required
• Continuous improvement
• Good News Stories

Notice Board Updates

Once again utilising all the information gathered a notice board format will be produced by Echelon for distribution for communal areas and office areas

Email Bulletin

This will be the repairs bulletin made available in email format. If possible we would ask all Customer Advisors to request email addresses from residents to gather as many email contacts as possible. The email distribution list would also include internal employees. 

Estate Events

Working with your Resident Engagement Teams we would identify any events that could be utilised to promote the services of your organisation and give residents the opportunity to comment on the services

Press Release

Following the first Estate Event and the information gathered a press release will be drafted in partnership with your PR team. This will include any good news stories gathered throughout the process.  We would propose distribution considered to the following:

• Local press
• Industry Press 
• Website

Newsletter

As a summary of this exercise we would propose a whole page in any newsletter or communication that you produce. This will then be distributed during the STATUS Survey collection period.

Training

To support the exercise we believe engaged Residents will be your biggest asset. Therefore we feel if you are able to engage and facilitate and offer the necessary resources then a number of different mystery shopping exercises will be hugely beneficial to enable the ongoing review of your services.

We are able to provide training session for any Residents that may be willing to take part. This would take 4 hours training time with onwards support where necessary.