Monitor your residents feedback

using our health and safety pre-coded text analytics solution


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With  regulatory pressures in the sector and the publication of the Social Housing White Paper in November 2020, we have developed a dedicated code-base framework aligned to the Housing Health & Safety Ratings System (HHSRS).

The solution demonstrates to the regulator that residents have a voice to report the most important of issues - safety. Those issues are identified through text analytic technology, reported on and a prompt response commensurate with the severity of the issue can be actioned.  


The HHSRS Solution

To help ensure regulatory compliance aligned to the Housing Health & Safety Ratings System (HHSRS) the solution will:

  • Monitor customer feedback for comments relating to the 29 Category-1 hazards concerning resident safety,
  • Provide close to real-time reporting
  • Identify numerous urgent issues with reporting that provides visibility at your fingertips
  • Send hot alerts routed to front line staff via SMS or email  when specific comments are made e.g Damp & Mould AND Respiratory issues which have a clear link to potential health issues

The HHSRS solution is available as a stand-alone solution or as an optional bolt-onto the Customer Experience Essential or Premium Packages

Reporting Outcomes

We use the industry-leading reporting tool, Tableau. The reporting views are housing sector specific to ensure they are both relevant to seniority levels, various lines of business and other organisational structures.

You can also have your data returned labelled and returned for use in your own internal reporting tools such as Power BI, Qlik Sense, Domo or any other platform.

Whether you prefer to build your own reports or use the Feedback Ferret reporting suite, our expertise is available to support and help. Feedback Ferret data is not tied to any proprietary customer feedback reporting tools.

Some Examples of Reporting Outcomes

  • Identifying disparities by resident vulnerability
  • Demonstrating regulatory compliance
  • Complaints and legal action

About the Code Framework

The code framework consists of 326 sub-topics, of which 188 are classed as category-1 hazards and will therefore generate a “priority-1” hot alert. The 326 sub-topics are generated from the intersect of 1,672 individual topics. that is over a million computations applied to every sentence, phrase and comment to ensure a very high level of accuracy.

This framework is under constant scrutiny by both machines and people to maintain consistency and the highest of standards.