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Resource: Our definitive guide to the TSMs
Find everything you need to know to be ready and compliant with the Tenant Satisfaction Measures set out by the Regulator of Social Housing.
Webinar: TSMs explained
Click here to watch the webinar where we talk through all the requirements needed to be ready for the launch of the Tenant Satisfaction Measures in April 2023
Blog: Integration Area Programme Evaluation
Read the findings that were published from our evaluation for three strands of the Integration Area Programme (IAP), an initiative from the Department for Levelling Up, Housing and Communities (DLUHC)
Case Study: One Manchester conduct a census
Read the case study conducted by One Manchester, with a focus on equality and diversity characteristics to improve two-way communications with the households they serve, ensure fairness, and offer services tailored to individual needs.
Blog: Finding the best ways to communicate
In this new world, you want to know the best methods for listening to your residents, and we’re pleased to share a back-to-basics approach that is driving improvements in satisfaction performance.
Case Study: Clanmil stakeholder perceptions
Research results and key insights from the Clanmil stakeholder perceptions study.
Case Study: Peabody resident engagement
Learn how Peabody has reframed the resident engagement conversation to boost results.
Case Study: Resident insight at LiveWest
Learn how the Slice of Life survey is informing resident engagement strategies at LiveWest.
BLOG: Social Housing Decarbonisation Research
We’re excited to announce the launch of a study we’re conducting on behalf of BEIS to understand the decarbonisation of social housing.
Webinar: How to create great customer experiences
Learn from Sarah Sargent, Director of Customer Experience at Abri, as she explore the factors that make up a great customer experience in social housing.
Blog: Get started writing your CX strategy
We collaborated with Ann Gibbons, Executive Director of Customer Services at MTVH, to set out a practical framework to help you get started with your CX strategy.
Webinar: How is CX changing in social housing?
We speak with Jo Causon, CEO of The Institute of Customer Service about how customer experiences and expectations are changing and how a global pandemic impacts what ‘good CX’ looks like in practice.
Case Study: Trust and Transparency at BCHG
Working together with staff and residents, Black Country Housing Group is transforming their customer feedback programme.
Resource: How to write an effective research brief
Step by step instructions and headings in our downloadable guide.
Learn more about the services we offer
Tracking surveys, qualitative research, focus groups and more.
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Our purpose and values start with being human first.
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