Closing the feedback loop in Housing & Local Authorities

A discussion panel in partnership with SocietyWorks

Reporting communal problems can be a stressful experience for both Housing Associations / Local Authorities and your residents. Make this process smoother. In this panel discussion, we focus on the challenges and a solution from SocietyWorks called Fix My Street.

In this discussion panel, we cover:

(1:22) The communication loop between residents and the housing organisation or local authorities:

Who is accountable and responsible for liaising with the customer?
Who is responsible for resolving the customer issue that gets raised?

(20:29) How do you manage communal queries where there is more than one stakeholder involved?

(30:44) What tools and strategies do you recommend to enable customers to receive and have access to the right level of information? The right communication levels at the right time.

(42:55) Fix My Street demo from Amelia Nicholas. Link for the showcase site.

Who are SocietyWorks?

SocietyWorks is the wholly owned subsidiary of mySociety, the registered charity behind some of the UK’s most well-loved, open-source civic technology, including services like FixMyStreet, WriteToThem and WhatDoTheyKnow.

Formed to extend the impact of mySociety, SocietyWorks provides digital products and consultancy for local government and the public sector. It’s SocietyWorks’ mission to help local authorities and other public sector organisations better serve citizens through effective and intuitive digital solutions.

Meet our panel of experts

Amelia Nicholas

Head of Client Partnerships at SocietyWorks

Amelia has over a decade of experience in helping public sector organisations improve communication and transparency both internally and externally with smart digital solutions, working most recently to help the Peabody housing association to implement a new reporting service for residents in the Thamesmead area of London.

Sally Reader

Account Manager at SocietyWorks

Sally is well versed in the peaks and pitfalls of closing the feedback loop between citizens and public sector organisations, having been directly involved in the set-up of a transport authority’s reporting system in 2019. At SocietyWorks, she now helps to support other organisations as they deploy their own citizen-facing digital solutions.

Jonathan Richards

Technical Support & Market Manager (Environment and Public Protection Services), London Borough of Bromley

Jonathan has played an integral role in shaping the configuration of Bromley Council’s version of SocietyWorks’ FixMyStreet Pro reporting tool since 2012. When it comes to closing the feedback loop between residents and authorities, Jonathan can provide first hand experience of what works best, and what to avoid.

Genette Pinwill

Head of Tenancy Management at Golding Homes

Genette is an experienced Head of Service Management, skilled in strategic & cultural development, leadership & change management, continuous improvement, negotiation, and coaching. She is a current board member of Maidstone Homelessness Prevention Forum and is passionate about supporting Housing supply, quality homes, and thriving communities with opportunities for all.

(HOST) Rhiannon Gibbs

Director at Ad Esse Consulting

As a Director at Ad Esse Consulting, Rhiannon uses Lean principles and her consultancy skillset to help organisations with a social purpose deliver operational excellence and sustainable performance improvement.