Find information about

Section 2 Key principles of quality in research and consultation

2.10 Use feedback for learning and action

It is a regulatory expectation that social landlords seek the views of all service users and that they respond to service users' views and priorities. However, this should not be seen as a regulatory burden that can be satisfied by the occasional satisfaction survey. It is crucial that social landlords use feedback from service users for learning and action.

A key principle in judging the quality of research and consultation is that landlords should seek feedback and that landlords should be able to demonstrate that feedback has led to learning and action – to actual changes in the way services are delivered. This relates to the principle of adopting a utilisation focus to research and refers to the outcomes of the UFR process.

An important aspect of using feedback for learning and action is that the findings of research and consultation should be reported to service users and other interested parties, and that they should be told what changes have been made as a result. This will help to encourage a greater awareness of the purpose of research and consultation and may encourage future participation. Planned changes should be monitored and kept under review as part of an ongoing research and consultation strategy. Action points should be cross-referenced in the Action Plan for the service team.

Practice point

• Research and consultation that seeks feedback on service quality should demonstrate a clear link with outcomes in terms of changes to service delivery. Service users should be told how their views have influenced change.

Previous page Next page