Evaluation of innovative pilot program to repair government housing assets informs decision about the future approach.

Challenge

This organisation is responsible for managing and renewing a state’s government housing assets to benefit its current and future residents.

In 2024, they designed a new approach to repairing and maintaining the state’s housing assets. They piloted it at numerous sites to test its effectiveness in improving the quality and timeliness of maintenance and repair for clients.

Zing & Co. was engaged to independently evaluate the pilot and capture forward-looking insights to drive the organisation’s future approach.

What Zing & Co did

We consulted with four stakeholder groups via 48 in-depth 1:1 interviews with tenants and staff responsible for tenancy and property management, plus an interactive workshop. Zing & Co administered a short survey ahead of the workshop to allow participants opportunity for reflection. This shaped the priorities to discuss in the workshop, enabling us to focus the in-person time to surface deep and relevant insights, as well as identify the drivers of different experiences across different pilot sites.

Zing & Co. analysed the large volume of feedback data, slicing it by stakeholder group and by theme. Once analysed, we tested the themes with the organisation to ensure the language was actionable and relevant to decisions they had on their agenda.

We delivered a formal, final report they could share with other stakeholders and refer to when making those decisions.

What you can learn from this organisation

Independent and confidential consultation by a third-party can elicit more candid and in-depth feedback. This enables insights to be uncovered and strengthens the credibility of the findings.