Hillcroft Partners helps housing organisations to close performance gaps to improve customer satisfaction and increase financial returns by becoming more "tenant centric".

We do this via a 4 stage process:

  • 1. Generating insight
    We help organisations to manage tenant data and generate research and insight in order to better understand who their tenants are, how they behave, what they do and why they do it, what they like and don't like about the services they currently receive and/or might receive in the future.

  • 2. Developing strategies and services
    We help organisations to act on the insights gained in order to design and improve service delivery and efficiency levels. We help clients to track key service and efficiency measures to ensure that customers are at the heart of decision making.

  • 3. Engaging with tenants and delivering services
    We help organisations to communicate with and deliver services to tenants. We help to ensure that communications - whether via the call centre, in person, via the post, internet or mobile phone are relevant and effective. We help organisations to use insight to improve the ways that repairs are reported, planned and delivered; to optimise rent collections and minimise voids through effective targeting of resources. We help use insight to "test and learn" new ways of service delivery and efficiency improvement.

  • 4. Gathering tenant feedback, nudge and reward
    We help organisations to gather feedback from tenants on the services they have received in order to help understand what is and isn't working. We seek to use “nudge” theory and recognition and reward.

Organisation alignment

We also help organisations to create a "tenant centric" vision, business plan and measures that are understood throughout the organisation; we help create "tenant centric" job descriptions and measures; help build customer centric IT solutions and help improve HR and management processes.

Private sector partnering

We help organisations to develop partnerships with private sector companies in order to improve how they develop services for the social housing market.

Customer Insight
Key questions and how we can help