I have had a good read of the report this afternoon and just wanted to say I think it is really great. I have also looked at the management agreement and it’s great too. This really gives me what I need – a robust overview of where we are at, with key risks highlighted, all of which you have pulled together very promptly. Thank you very much for what is an excellent report.

We needed to ascertain the baseline levels of awareness of the Housing Ombudsman Service from its users and key stakeholders, and to review whether there were any factors which precluded access to the Service by those who are entitled to it. Campbell Tickell carried out imaginative and thorough research involving tenants, landlords, and a range of agencies who affect the way the Service operates. The outcomes were robust and well presented, enabling us to incorporate into both our strategic thinking and our current operational plans many of the pointers suggested by the research. We were particularly grateful that CT gave a presentation on the research findings at a public meeting organised by the Service, and answered questions from users and stakeholders directly.

“Thank you for your effective and swift contribution, which has given me the removed eye and related professional clarity I sought.”

“As the new CE of Worthing Homes I wanted to establish the baseline of stakeholder engagement. Maggie Rafalowicz and her team undertook a very thorough stakeholder survey giving the respondents a choice of face to face or telephone conversations. This approach elicited a wealth of information that I can now incorporate into our marketing and communications strategy. The presentation that Maggie gave to the board on the findings was very good, clear and engaged everyone.”

Working with Daphne Ingham has been a real pleasure. Her knowledge of the housing care and support field is comprehensive and up-to-date. Her analytical ability is exemplary. She is also good fun to work with, which is always nice.

The report you have prepared is an excellent piece of work. It is clear and the recommendations easily implementable … a ready to use document.

We were pleased with the report. It was clear, thorough, covered what we wanted and avoided the pitfalls we’d feared of being over complicated and detailed.