Case study · Housing
Improving the resident journey for leaks, condensation, damp, and mould
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.
AudienceResidents with different experiences of leaks, condensation, damp, and mould
ApproachThree 75-minute online focus groups
Value to Clarion Housing GroupQualitative evidence to refine the resident experience of Clarion’s LCDM process
The brief
- 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
The approach
- 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
The outcome
- 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
- Three distinct resident groups reflecting different repair journeys
- Qualitative evidence on experiences, perceptions, and suggested improvements