We were commissioned through HouseMark to conduct a Best Value review for stock transfer organisation, Rockingham Forest Housing Association. RFHA had developed a small contact centre/reception service a year prior to the assignment and required a Best Value review to assess its effectiveness and produce a strategy for its future development. We began with a desktop review of background documents and carried out an analysis of current performance data, benchmarking it against other housing providers. This was followed by visits to site where we shadowed staff as they took calls. We also sought the views of internal departments and external contractors. We held challenge groups for staff and tenants and also drafted a questionnaire which RFHA sent to all of its residents. We analysed the results of the survey and took everyone’s views into account in our subsequent report and action plan which provided RFHA with a clear strategy for the future of the service.