Surpass compliance standards and leverage regulatory exercises to gain powerful insights, enhancing the lives of your residents and boosting your business
Tenant Satisfaction Measures
Use the power of insights from your TSM data and create real change for the things that matter to your communities
Learn moreEnd-to-end tenant satisfaction transformation using our TSM Survey, TSM Analysis, TSM Audit solutions
Prioritise what truly matters to create exceptional experiences for your communities to feel safe & secure. Elevate your customer satisfaction and meet regulatory demands with our people-centric Customer Experience consultancy team.
Get ahead of regulatory auditing
Identify regulatory focus areas and highlight key service delivery aspects to excel in survey scores and achieve compliance excellence.
Create inclusive communication channels
Foster a sense of belonging and enhance engagement by ensuring your communication channels are accessible and inclusive for all demographics.
Understand your community context
Gain valuable insights into your community’s unique needs and preferences, enabling you to tailor services and initiatives that resonate and drive meaningful impact.
Elevate advocacy not complaints
Transform customer interactions into positive advocacy, reducing complaints and nurturing a loyal, supportive community that champions your brand.
Going beyond compliance to know your people and your homes better
Partner with us throughout the entire TSM lifecycle – Take action to support your communities, publish exceptional reports and successfully communicate performance insights by leveraging TSM data effectively. Our expert team help you get the best results whilst cocreating exceptional service experience.
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Qualified research design
We’ll work closely with you to design a regulatory-compliant questionnaire and sample frame that provide actionable insights.
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Data collection
We’ll recommend the best data collection methods for you, with a full suite of methods available including telephone interviews, online surveys, postal surveys, face-to-face interviews, or a mixed-method approach. Together, we’ll find the right plan.
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Detailed analysis
Our analysis and reporting team will ensure robust, reliable, and compliant data.
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Engaging reporting
We can present your results in a variety of ways from detailed reports and presentations to key stakeholders, bringing TSM results to life with recommendations for improvement.
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Post-survey support
We can help you maximise your survey effectiveness with creative communications, feedback sessions, action planning workshops, and tenant deep dives.
Maximise the effectiveness of TSM survey and priorities meaningful change to level-up your scores from the regulator whilst improving service to residence
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Tailored reporting
From detailed reports to visual presentations, our expert team ensures that your data is not only compliant but also meaningful and easy to understand. We break down complex datasets into clear, actionable insights that are relevant to your business goals.
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Comprehensive analysis:
Our cutting-edge analysis techniques turn raw TSM data into a powerful tool for change. By identifying pain points and opportunities, we provide actionable recommendations that improve tenant satisfaction and operational efficiency.
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Benchmarking for excellence
Our unmatched benchmarking capabilities compare your results with industry standards, giving you a clear view of your performance and where you can lead in the market.
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Clear action plans
Post-survey, we don’t stop at reporting. We can provide hands on support, feeding back results to both employees and tenants and action planning workshops helping you translate insights into strategies for tangible improvements.
Build Successful TSM strategies for the future and improve your reporting to the regulator with a deep understating of your survey performance
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Survey design
We help you gain clarity around your survey design and strategical objectives when implementing TSM survey initiatives, to get the best results for your organisation and people.
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Survey methodology
Understand the various survey methodologies, timing of surveys and frequency of delivery. So, you can make informed decisions to set your organisation up for success when engaging with your communities.
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Data quality
We and process data cleaning and validation checks. Plus, assess respondent anonymity and data confidentiality are maintained to encourage honest and accurate responses.
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Reporting & communication of outcomes
We will audit current reporting structures and formats, looking for gaps in reporting that potential miss key findings and actionable insights. Additionally, help you ensure clear communications is made to the right stakeholders, and feedback loops are created to allow your people to support continuous improvement.
Delivering TSM excellence across the sector
Helps bring the data to 'life' in an engaging way; highlighting key issues and areas for further consideration
Berneslai Homes Executive Director of Customer and Estate Services
Really helpful interpretations and analysis. While it's really encouraging to see comparatively positive performance - it's actually very helpful to have the areas where we can improve highlighted, with some tangible actions and recommendations made that we will be able to act on
Leeds City Council Head of Business Development and Housing Projects
Detailed information and confirmation of our benchmarking group and our generally excellent all-round performance
Pine Court Housing Association Operations Director
The tailored feedback session is exactly that and the cost and quality data to both peers and our prior data is very informative. The most important aspect being the flagging up of current key trends and sector changes and the wider
Queens Cross Housing Association Director of Finance and Corporate Support
Really good to see how the organisation are performing across a broad range of measures against peers. Lots to take away including where our higher and lower costs are, and our higher and lower performing service areas
Solihull Community Housing Head of Housing and Neighbourhoods
A good insight into the current position of Wolverhampton Homes in the sector in relation to cost, performance and VFM.
Wolverhampton Homes Performance Manager
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