How Beyond Housing put customer voice at the heart of service improvement
Data-led insight drives faster, more compassionate action
Company: Beyond Housing
Location: North East and North Yorkshire, supporting thousands of customers across diverse communities
Beyond Housing is one of the largest housing associations in the North East and North Yorkshire, providing homes and support to thousands of residents across urban, coastal and rural communities.
With a strong focus on customer experience, Beyond Housing is committed to ensuring that customers’ voices shape services, inform decisions and lead to meaningful improvements. Its approach goes beyond compliance, embedding listening and learning into everyday operations.
Tell us about Beyond Housing…
Beyond Housing delivers a comprehensive range of landlord and neighbourhood services, including responsive repairs, minor adaptations that help customers live independently, anti-social behaviour management, communal cleaning and grounds maintenance. The organisation also provides tenancy and money support, alongside access to advice, training and wellbeing services. In addition, Beyond Housing develops newbuild homes and undertakes ongoing improvement works to maintain and enhance the quality of its housing stock.
As well as providing safe, affordable homes, the organisation plays an active role in supporting customers’ wellbeing and strengthening local communities. Central to this mission is a commitment to transparency, accountability, and genuinely listening to customers at every stage of their journey.
To support this ambition, Beyond Housing set out to modernise how customer feedback was collected, understood and acted upon across the organisation.
What challenges were you facing?
Before working with CustomerSure, customer feedback was being gathered in a fragmented and inconsistent way. While teams were collecting valuable insight, it was difficult to bring everything together, spot trends or turn comments into meaningful action at scale.
There were also missed opportunities for service recovery. Feedback often arrived too late or lacked the structure needed to highlight urgent issues such as vulnerabilities or dissatisfaction following key interactions.
Beyond Housing recognised the need for a more joined-up, data-driven approach that could capture feedback across the full customer journey, provide real-time insight, and support both frontline teams and senior leaders with clear, actionable information
How did CustomerSure help?
CustomerSure partnered with Beyond Housing to embed a comprehensive Voice of the Customer programme across all major services. Together, they mapped the full customer journey and introduced feedback touchpoints at moments that matter most, including repairs, complaints, neighbourhood services, adaptations and new build experiences
Feedback is now collected through multiple inclusive channels, including email, SMS, IVR and web links used during telephone conversations. This ensures customers can share their views in ways that suit them.
CustomerSure’s platform uses AI to categorise every comment, apply sentiment, generate summaries and automatically flag vulnerabilities, complaints or suggestions requiring urgent attention. These insights are integrated with Power BI and internal systems, giving leaders a complete view of customer sentiment alongside operational performance.
What began as a technology implementation quickly became a true partnership, with CustomerSure working closely alongside Beyond Housing to tailor surveys, configure AI analysis and embed insight into everyday workflows.
What results have you achieved?
Since implementation, Beyond Housing has seen clear and measurable improvements across key service areas. Feedback is now shared instantly with the right teams, enabling faster responses and near real-time service recovery where issues arise.
In high-volume areas such as responsive repairs, customer satisfaction has increased by 7%, supported by instant notifications that allow issues to be resolved quickly after they are raised.
Automatic vulnerability detection has enhanced Beyond Housing’s ability to recognise when customers may be at risk, helping colleagues to act promptly and with compassion when feedback indicates health, financial or personal challenges.
At a strategic level, leaders now use integrated dashboards to track Tenant Satisfaction Measures, link customer experience directly to service performance, and make evidence-based decisions with confidence.
The introduction of a more intuitive, user-friendly system has also made it significantly easier for stakeholders to access the insight they need to make a difference day-to-day. This has helped shift the organisational focus from simply monitoring scores to understanding the sentiment behind customers’ own words, enabling richer insight and more meaningful improvements across services.
What would be your advice to organisations starting a feedback project?
Beyond Housing’s experience shows the importance of treating feedback as a core part of service delivery rather than a standalone exercise. Listening consistently, acting quickly and using insight to drive improvement builds trust with customers and confidence within teams.
Having the right partner makes a real difference. CustomerSure has enabled Beyond Housing to move beyond collecting comments to truly understanding what matters to customers and responding at scale.
By embedding insight across the organisation, feedback becomes a powerful tool for accountability, continuous improvement and delivering services that genuinely reflect customers’ needs.
