Turning Listening into Leadership

Previously, we shared more on how Camden Council transformed its approach to resident engagement using GovMetric CX.

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At Camden Council, resident insight isn’t an add-on - it’s a fundamental driver of service design. Using GovMetric CX, Camden collects and acts on feedback across multiple points of contact, including housing repairs, WhatsApp services, and lift outage notifications.

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“We are proud of how we’ve transformed our services by listening, learning, and responding to our residents. GovMetric has played a vital role in helping us move from reactive service delivery to proactive, co-designed improvement.”

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Key improvements include:

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• New repair processes to reduce missed appointments

• Refresher training for contact centre agents based on WhatsApp feedback

• Co-designed lift outage communications with residents to improve clarity

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Feedback doesn’t sit in silos. Quarterly ‘Voice of the Resident’ reviews, staff recognition initiatives, and service co-design workshops ensure Camden turns insight into action.

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The outcomes?

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✅ Increased satisfaction with housing repairs

✅ Fewer avoidable contacts around lift outages

✅ Greater trust from residents

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GovMetric has helped Camden shift from reactive to proactive - placing the voice of the customer at the heart of everything they do.