Unlocking Discretionary Behaviour at the Housing Ombudsman Service

The Housing Ombudsman Service wished to engage its employees with the organisation in order to further unlock discretionary behaviour and sustainable performance improvement. To monitor the progress in raising the levels of engagement they used the IES online engagement indicator. The survey also used the validated IES drivers of engagement to inform the organisation of the factors that were key to engaging employees these include job satisfaction, feeling valued and involved, personal development, communication and line management.