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From the frontline – customer insight manager Aaron Dohnt
Aaron Dohnt, customer insight manager at Islington & Shoreditch Housing Association, talks about giving tenants a voice, breaking the stigma of social housing and releasing music
Tell us about your job.
I’m responsible for giving residents a voice within the business. This includes resident satisfaction surveys and analysis, resident involvement and scrutiny, social media and innovation in these areas.
How did you get into housing?
Unintentionally. In 2015, my wife and I moved to London and I got a job at Circle Housing. I’ve always worked in the public sector and am truly motivated by working in an industry geared towards improving people’s lives.
What is the best part of your job?
We’ve been able to introduce several initiatives since I started, building a culture of agility while shifting the mindset to one of customer experience. In October I facilitated our very first Resident Action Forum – a new intensive and collaborative approach to resident scrutiny. ISHA is one of the first housing associations to try moving scrutiny from a dry, paper-based exercise to something dynamic and involving, making real changes.
What’s the worst part?
The worst part of my job is working with residents who feel disenfranchised and stigmatised due to living in social housing. It’s heartbreaking to see people feeling they are treated unfairly. I hope to be part of the generation that breaks this stigma.
What would your superpower be?
If I could pick one superpower it would be to live free from injury. I’m often in the gym, however I feel like I’m plagued by injuries these days.
What would you change about the sector?
I would change our collective mindset from a ‘customer service’ perspective to a ‘customer experience’ angle, approaching all aspects of our work through the eyes of our residents. It seems like a small thing but on scale would have dramatic positive effects for them and the industry.
If you could be prime minister for the day, what would you do?
I would dramatically increase education spending and teachers’ salaries, as well as mental health support for young adults.
What’s the most private thing you’d be willing to admit to your colleagues?
I’m a very active musician – I’ve played in bands since I was a teenager, released music on Spotify and been in music videos. The music my band makes right now isn’t to everyone’s taste, but is incredibly fun.
Nominate a housing professional for From the Frontline
Do you know an outstanding housing professional who deserves to be featured in From the Frontline? Perhaps they are working in new ways or are dedicated, unsung heroes doing good work.
Email jess.mccabe@insidehousing.co.uk with your suggestions.
