Woonin

At Woonin, the tenant decides where maintenance has to improve

For many tenants a repair is the moment they judge their housing association. So after every repair Woonin asks how it went and what it came down to. That cause is the difference between knowing something can be better and knowing what to do about it.

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The challenge

Giving tenants a repair that holds up from the first report through to the finish, whether the work is done by Woonin's own maintenance service or by an external contractor.

Project

Reparatiemonitor (repairs monitor)

Client

Woonin

Solution

Continuous feedback after every repair, with the cause behind the score

Onze aanpak

Three short questions, and the cause in view

We measure with our smart three-question methodology. The tenant scores the repair, says in their own words what was right about it, and then points out what it came down to: the reporting and the planning, the work itself, or the tradesperson who turned up. Under each theme sit the things that matter in practice, from being reachable and keeping to appointments through to working tidily.

With every response we also know how the tenant reported the repair and who did the work. So a score is never a loose number. It can always be placed: with a channel, with a contractor, with a residential area.

The measurement runs alongside the work. Anyone who has just had a repair gets an invitation from Woonin itself, and exclusion periods make sure a resident is never over-asked.

That is how the repairs monitor has run without a break since January 2020. When Mitros and Viveste continued together as Woonin, the question to the tenant stayed the same, and so did the series Woonin steers by.

Three short questions, and the cause in view

Resultaten

The conversation about quality runs on what tenants say themselves

In the dashboards Woonin sees which topics pull the score up or down, and which of those come up most often. That makes it a good deal easier to choose what to tackle first.

The own maintenance service and the external contractors are held to the same measure. So Woonin can sit down with a contractor on the basis of what that contractor’s own customers say, rather than on a gut feeling.

The same comparison runs per residential area, so it is visible where the experience lags behind. And because tenants write in their own words what happened, there is a story behind every low score that you can act on.

Eindconclusie

The tenant stays the measure, even when the organization changes

Woonin has now measured the repair experience in exactly the same way for over six years. That series ran straight through the merger, so the new organisation could see from day one how tenants experience maintenance.

We think along the moment the question or the approach has to move with what Woonin wants to know.

“

We used to hear that a repair had gone wrong, but rarely why. Now I can see where it went wrong and with whom, and then it is a matter of starting the conversation.

Woonin • Manager Huurderonderhoud, Woonin

Jos Bulter

“

Woonin kept the question small and kept it up for six years. That is where the gain sits, in a line you can really steer by rather than a one-off poll.