The Challenge
BPHA is one of the UK's leading housing associations, managing over 19,000 homes across the Oxford to Cambridge arc. Sherene Bryan, Customer Experience Manager, faced a challenge familiar to many in the sector: drowning in feedback.
"We're very blessed that we get a lot of customer feedback but sometimes we drown in it and we can't see the wood for the trees," Sherene explained.
With thousands of tenant feedback points flowing in monthly across surveys, complaints, repairs feedback, and social channels, the manual analysis process created critical business risks: 160 hours monthly spent on categorisation with senior analysts consumed by copy-paste tasks, regulatory compliance pressure with Awaab's Law requiring immediate responses, and missed improvement opportunities.
"By the time we compile our quarterly report, the feedback is already three months old. It feels like we're always playing catch-up, not getting ahead of issues," noted their Head of Insights.
The Solution
BPHA implemented Wordnerds' comprehensive feedback analysis platform. Instead of manually reading thousands of comments, Wordnerds' AI automatically surfaces emerging themes and issues, identifies sentiment patterns, groups related issues to show true problem scale, and detects early warning signals.
The platform broke down data silos by combining TSM surveys, repairs feedback, complaints data, contact centre interactions, social media mentions, and email communications in one place.
"Having everything in one place means we can finally connect the dots between that complaint and a sudden dip in our loyalty scores," Bryan explained.
The system also provided bespoke regulatory frameworks purpose-built for housing compliance, including pre-configured RSH frameworks and Awaab's Law monitoring for damp and mould mentions.
The Impact
The results were immediate and powerful. Wordnerds returned 160 hours monthly to strategic work and reduced Week 1 analysis to Day 1. BPHA now analyses 100% of feedback—previously they could only sample 20%—with zero bias through consistent AI analysis.
Within six months, BPHA achieved a 32% reduction in repeat complaints and saved £180,000 annually through early issue identification. Tenant satisfaction scores improved by 15%.
But perhaps most importantly, the transformation changed how the team presented insights to leadership.
"It would give me so much more confidence when I go into those meetings," Bryan reflected. "We're not just saying 'tenants told us' - we're showing exactly what 2,847 tenants said about repairs, with the data to prove our recommended actions."
BPHA achieved C1 rating in their latest RSH assessment, with board reports now including quantified tenant voice evidence. The investment delivered a 425% annual ROI through labour cost savings, complaint prevention, and regulatory fines avoided.
From drowning in feedback to acting with confidence—and the evidence to prove it.
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