Walsall Housing Group- Culture Review

Walsall Housing Group (WHG) owns and maintains around 22,000 homes across the West Midlands, and commissioned ARK to conduct a culture review of their repairs and maintenance in-house contracting (IHC) team.

We initially held a workshop with the repairs and maintenance team leaders to enable them to share their views and perspectives on the organisation, service, and the challenges faced by themselves and their teams, both before and after the Covid-19 pandemic. Following the initial workshop, we developed a questionnaire and shared with the team leaders, who commented on the content before it was issued to the IHC team.

Following the survey, three focus groups took place, enabling us to quantify and triangulate the survey findings and to deep dive into emerging themes. We then held a final meeting with the team leaders to share our findings and explore how these aligned with their initial thoughts from the kick-start meeting.

Feedback from the team helped form both short and longer-term plans to support the morale and engagement of the team, supporting future recruitment and engagement events and to better focus communications.

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