Online focus groups explored residents’ experiences of leaks, condensation, damp, and mould, comparing standard and case-managed repair journeys and including residents who had not reported issues.
Focused qualitative research designed to understand how residents experienced both existing and newly case-managed approaches.
Earlier research had identified that a significant proportion of Clarion residents experienced leaks, condensation, damp, and mould that they felt unable to manage. After introducing a new case-managed approach, Clarion commissioned Enventure Research to explore how it could better support residents experiencing these issues.
Three online focus groups were held with distinct audiences: residents who had used the standard repair process, those who had experienced the newer case-managed process, and residents who had experienced issues but had not reported them. Each 75-minute group used a flexible discussion guide and was recorded with informed consent for thematic analysis.
We analysed the discussions thematically and produced a report setting out the main themes, supported by anonymised quotations and explanatory commentary. The findings provided resident evidence to help Clarion refine and improve its approach to managing LCDM cases.
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