Caridon prepares to launch real time tenant feedback across key housing sites
13th January 2026
Caridon is set to launch a new real time tenant satisfaction system across its housing portfolio, with the first installations going live in January 2026 following several months of preparation.
The initiative, which has been in development since November 2025, introduces a simple and accessible way for tenants to share feedback about their experience of housing services. All materials for the rollout are now in place, with branded posters printed and distributed across all 12 Caridon sites, and the first feedback terminals scheduled for installation on 13 of January 2026 at two of the group’s largest sites.
The initial phase will see physical feedback terminals installed at Imperial Apartments in Bristol and Sutherland Quarters in Crawley. These locations have been selected due to their scale and footfall, allowing the organisation to gather meaningful insight from a large and diverse tenant population from day one.
Designed to remove barriers to participation
The system has been designed with accessibility firmly in mind. Tenants can respond using simple on screen prompts, similar to those commonly found in public service environments, alongside the option to scan a QR code if they wish to provide additional information or request a call back.
This approach recognises that not all tenants are digitally confident, fluent in English, or comfortable completing formal surveys. By placing feedback points in communal areas, Caridon is ensuring that tenant voice is captured in a way that is inclusive, intuitive and easy to use.
Each terminal will operate independently using an inbuilt 4G connection, removing the need for site WiFi, and will collect feedback through pre programmed questions. Responses are analysed using AI enabled software, with reports delivered to head office in real time, allowing teams to identify trends and respond quickly where issues arise.
Holding itself to registered provider standards
While Caridon Group is not a registered provider, the organisation has made a deliberate decision to align this initiative with the transparency and accountability standards expected within the social housing sector.
Tenant satisfaction measures are increasingly recognised as a cornerstone of strong governance, ESG performance and social impact. By implementing this system ahead of regulatory requirement, Caridon is signalling its intention to place tenant experience at the centre of service improvement and organisational oversight.
Lora Bencheikh, Group Executive Director at Caridon Group, who led the introduction of the initiative, commented:
“Tenant feedback should be immediate, legitimate and easy to give. If we only listen through formal surveys or online platforms, we risk missing the voices of people who need to be heard the most. This system allows us to capture honest feedback in real time and, more importantly, act on it. It reflects how seriously we take our responsibility to the people who live in our homes.”
From preparation to action
The rollout follows detailed internal planning, site coordination and staff briefings, with clear operational procedures in place to ensure terminals are secure, visible and consistently available during the day.
The first phase will focus on learning from the two flagship sites before expanding further across the portfolio, including the introduction of digital poster locations at additional schemes.
Measuring satisfaction is only the starting point. The longer term aim is to embed tenant feedback into everyday decision making, ensuring that service improvements are driven by lived experience rather than assumptions.
As the system goes live in January 2026, Caridon Group will begin publishing insights internally and using the data to support service reviews, investment decisions and wider ESG reporting.
This marks the beginning of a more transparent, accountable and responsive approach to tenant engagement across the organisation.