Housing 2024, the biggest UK social housing show in the UK has just taken place in Manchester., Ciptex had a stand again this year but we also took the opportunity to attend conference sessions and discuss matters impacting this sector
The Tenant Satisfaction Measures (TSM) Standard was one of the topics at conference, it is designed to enhance the lives of social housing tenants by ensuring they are heard, live in safe homes in good repair, and have their complaints efficiently managed.
The Importance of the TSM Standard
The TSM Standard sets a new benchmark for what good tenant services look like, holding landlords and housing associations accountable. Those who prioritise process, workflow, and responsive application design by actively listening to tenants and swiftly adapting to their needs are poised to excel. Summer 2024 marks the first submission of performance data by landlords, with public results expected in the autumn. This makes it crucial for housing associations to have effective processes in place to optimise tenant experience and capture satisfaction data accurately.
Challenges and Opportunities in Capturing Satisfaction Data
Of the 22 tenant satisfaction measures, 10 are to be measured directly by landlords, while the other 12 rely on tenant perception surveys. This extensive data collection and analysis process presents a significant challenge for many housing associations, which may lack the necessary infrastructure to report satisfaction effectively.
The Role of Customer Feedback Solutions
Customer feedback solutions are essential for housing associations, not only to meet TSM objectives but also to give tenants a voice on critical issues such as housing conditions and maintenance.
Multi-Channel Communication: A Necessity
Effective tenant engagement requires the right balance of open communication, supported through multi-channel approaches which can maximise inclusiveness and accessibility. Surveys and feedback mechanisms can be made available via email, SMS, social media, as well traditional phone calls. Those same platforms can help with the other systems measurements such as response times and reporting. Additionally, providing appropriate customer service contact channels ensures tenants can report issues at any time. Self-service options play a crucial role, complementing traditional means of contact. For example, giving tenants access to correctly deployed chatbots can reduce pressure on contact centres while enhancing tenant satisfaction. These approaches can provide an opportunity to safely start testing the use of emerging AI technology to support the TSM process.
Communications platforms can also track performance against the regulated requirements and proactively generate alerts if response targets are at risk of being missed
Embracing Innovation for Success
Landlords who achieve top scores in Summer 2024 will be those who embrace process, workflow, and application optimisation. By listening to tenants, delivering consistent service, and responding swiftly to changing needs, they can meet TSM objectives and realise significant savings and efficiencies.
Ciptex’s Commitment
At Ciptex, we are dedicated to helping housing associations navigate these challenges and opportunities. Our contact centre solutions, powered by Twilio Flex and Ciptex RACE, deliver multi-channel tenant engagement, efficient data and workflow management, as well as a platform to experiment with the safe use of emerging AI. By leveraging technologies such as AI and automation we can empower housing associations to deliver exceptional tenant experiences and help meet the targets set by the TSM Standard.
