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Listen, Act, Change: The Customer Experience Transformation in Social Housing
How can the UK’s social housing sector rebuild trust, deliver fairer services, and put people at the heart of every decision? Listen, Act, Change offers the first comprehensive guide to transforming customer experience in housing—combining practical strategies, regulatory insights, and inspiring case studies from across the industry.
Written by Oliver Goldring, a leading expert in customer experience and service design, this book shows how housing associations and landlords can respond to the new consumer regulation, deliver against the Tenant Satisfaction Measures, and create cultures that genuinely value tenants’ voices. It is essential reading for leaders, practitioners, policymakers, and anyone committed to reshaping services in housing and beyond.
Inside, you’ll
What customer experience really means—and how it differs from customer service or operations (Chapter 1).
The history and evolution of housing services—from basic provision to today’s emphasis on tenant wellbeing, engagement, and accountability (Chapter 2).
The new Consumer Standards and the “C Rating”—explained in clear terms, with guidance on what they mean for providers (Chapter 3).
How to redesign organisations to meet regulatory expectations and embed customer-first cultures (Chapter 4).
Psychographic segmentation—moving beyond demographics to understand the real motivations, behaviours, and needs of tenants (Chapter 5).
Vulnerability in social housing—practical steps for designing services that remove barriers and support those most at risk (Chapter 6).
Digital inclusion—closing the skills and access gap that continues to leave millions behind, and making the business case for action (Chapter 7).
Service design—principles, pitfalls, and success stories showing how to redesign services that work for people, not against them (Chapter 8).
Content design—why the words and information housing providers use matter as much as policies and processes (Chapter 9).
Empathy in action—how to embed empathy as a leadership and frontline practice, drawing lessons from other industries (Chapter 10).
Digital enterprise and technology—a deep dive into systems, suppliers, data, and the future of AI in housing (Chapter 11).
Measuring what matters—tools, metrics, and frameworks for evaluating customer experience effectively in a regulated environment (Chapter 12).
Through these chapters, Goldring combines plain, human language with deep technical knowledge. The result is a book that doesn’t just describe problems—it offers a roadmap for lasting change.
At its core, Listen, Act, Change argues that social housing providers can only succeed by doing three things listening to tenants, acting on what they hear, and committing to continuous change. By adopting this mindset, housing organisations can comply with regulation, rebuild trust, and most importantly, deliver services that meet the real needs of the people they serve.
Written by Oliver Goldring, a leading expert in customer experience and service design, this book shows how housing associations and landlords can respond to the new consumer regulation, deliver against the Tenant Satisfaction Measures, and create cultures that genuinely value tenants’ voices. It is essential reading for leaders, practitioners, policymakers, and anyone committed to reshaping services in housing and beyond.
Inside, you’ll
What customer experience really means—and how it differs from customer service or operations (Chapter 1).
The history and evolution of housing services—from basic provision to today’s emphasis on tenant wellbeing, engagement, and accountability (Chapter 2).
The new Consumer Standards and the “C Rating”—explained in clear terms, with guidance on what they mean for providers (Chapter 3).
How to redesign organisations to meet regulatory expectations and embed customer-first cultures (Chapter 4).
Psychographic segmentation—moving beyond demographics to understand the real motivations, behaviours, and needs of tenants (Chapter 5).
Vulnerability in social housing—practical steps for designing services that remove barriers and support those most at risk (Chapter 6).
Digital inclusion—closing the skills and access gap that continues to leave millions behind, and making the business case for action (Chapter 7).
Service design—principles, pitfalls, and success stories showing how to redesign services that work for people, not against them (Chapter 8).
Content design—why the words and information housing providers use matter as much as policies and processes (Chapter 9).
Empathy in action—how to embed empathy as a leadership and frontline practice, drawing lessons from other industries (Chapter 10).
Digital enterprise and technology—a deep dive into systems, suppliers, data, and the future of AI in housing (Chapter 11).
Measuring what matters—tools, metrics, and frameworks for evaluating customer experience effectively in a regulated environment (Chapter 12).
Through these chapters, Goldring combines plain, human language with deep technical knowledge. The result is a book that doesn’t just describe problems—it offers a roadmap for lasting change.
At its core, Listen, Act, Change argues that social housing providers can only succeed by doing three things listening to tenants, acting on what they hear, and committing to continuous change. By adopting this mindset, housing organisations can comply with regulation, rebuild trust, and most importantly, deliver services that meet the real needs of the people they serve.
280 pages, Paperback
Published October 17, 2025
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