It’s now three months since the introduction of new Tenant Satisfaction Measures (TSMs) across social housing. They cover five areas, including the state and safety of properties, and how landlords effectively handle complaints. Housing associations must report on TSMs to the regulator, using a mix of tenant satisfaction surveys and management information. Initial indications suggest that TSMs are highlighting multiple…
As they cater for a very wide demographic, housing association customer service must meet diverse needs, including supporting some of the most vulnerable groups in society. They also have to deliver on new Tenant Satisfaction Measures set by the regulator. This requires housing associations to become more open and engage with their tenants and their needs. Meeting diverse needs across…
From 1 April 2023, housing associations must report on their performance against 22 Tenant Satisfaction Measures (TSMs). Set by the Regulator of Social Housing, these TSMs are part of the drive to ensure the sector is customer-centric and responding to the changing needs of tenants. The TSMs cover five key areas: Keeping properties in good repair Maintaining building safety Effective…
Delivering the right experience to tenants is at the heart of every successful housing association. And, as customer needs change, offering more digital channels and services is crucial to both effectiveness and efficiency of their operations, as we covered in this previous blog. The benefits of AI-powered chatbots for housing associations As part of this digital shift, more and more…
The ability to deliver high quality, consistent customer service is essential for housing associations. It one of the key areas that regulators evaluate when assessing providers. However, housing associations today face multiple customer service-related challenges, some intensified by the pandemic. What are these challenges and how can they be overcome? Building on our previous guest post from consultant Phil Riley…
For Housing Associations, customer service is key to success – it is essential to keep customers happy and make it very easy for them to communicate with the organisation. Previously, customer contact has often been limited to office and telephone interactions. Coronavirus necessitated a rethink to maintain service standards and customer satisfaction whilst creating a safe working environment for staff…
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