10th March 2023
Tenant Satisfaction Measures (TSMs) aim to improve the lives of social housing tenants — making sure they are listened to, able to live in safe homes in good repair and their complaints are well handled. They form part of a set of ways, laid out by Government, in ‘The charter for social housing residents: social housing white paper’— to improve things for people living in social housing. While some steps are for the Regulator of Social Housing, TSMs impact landlords and social housing organisations from 1st April 2023.
TSMs will be the recipe that delivers increased tenant satisfaction, reductions in complaints and improved overall well-being for residents. At a high level, TSMs let tenants see how well their landlord is doing, and where improvements need to be made – spanning five key themes, including:
Of the 22 tenant satisfaction measures, ten of these will be measured by landlords directly, and 12 will be measured by landlords via tenant perception surveys.
If TSMs are implemented effectively they could be hugely impactful for the Social Housing sector in UK. Along with providing a good tenant service and improving the quality of homes, they could foster better collaboration between landlords.
But landlords will need to keep tenant needs firmly in focus — rather than switching their attention to TSM metrics and targets. If they don’t, they risk a drop in tenant satisfaction scores. Landlords getting the top scores in Summer 2023 will be those who embrace process, workflow and application design — listening to tenants, delivering a consistent service and responding quickly to changing tenant/organisation requirements.
Working with a customer experience and case management specialist like Netcall, social landlords can improve processes and workflows — using low-code, RPA, contact centre and AI — to optimise resources and achieve TSM objectives:
In today’s fast-paced digital landscape, great customer experience has become a pivotal factor in the success of businesses across industries. To meet the growing demands of customers, companies are constantly searching for innovative ways to streamline their operations and enhance their interactions with clients.
Contact centres play a pivotal role in modern business operations, directly linking companies to their customers. The dynamic nature of customer service demands a comprehensive approach that goes beyond agent capabilities. This is where low-code application development comes into play.
Cloud is transforming organisations the world over, unleashing $1 trillion in value for Fortune 500 companies alone. About 90% of the cloud’s value comes from the innovation, faster time-to-market, resiliency, and cost savings it unleashes. The contact centre — the portal between a business and its customers — is especially poised to reap the benefits of cloud migration.
Contact centres are the frontlines of customer service for many organisations, and they play a crucial role in shaping customer experiences. Traditionally, much of the focus in contact centres has been on agent training and performance. While agents are undeniably essential, there’s a growing recognition that cross-functional streamlining of processes and automation can profoundly impact both the customer and employee experience.
Keep up with regular news from Netcall – you’ll hear about cut-through process automation and communications solutions to help you achieve your business goals faster.
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