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Location
Virtual

Everything you need to know about how to prepare for the new Tenant Satisfaction Measures at this practical, interactive session led by IFF Research.

  • Read more
    With Tenant Satisfaction Measures (TSMs) due to officially launched in early 2023, the Regulator of Social Housing says it expects landlords to be already well underway with their preparations.

    RSH director of consumer standards Kate Dodsworth believes significant culture change is required in order to evidence assurance on tenant concerns with housing providers expected get on data collection and management as a priority.

    The way data is presented to executive teams, boards, councillors and other stakeholders is equally important with the expectation that landlords develop a dashboard to provide transparency on tenant satisfaction – as well as assurance that their requirements are being met.

    “What does your dashboard look like? Put it this way, it cannot be an Excel spreadsheet tucked away in a drawer, it needs to be clear, current and transparent,” Kate Dodsworth, Regulator of Social Housing

    In the pivot to proactive consumer regulation, RSH has also emphasised the importance of capturing meaningful feedback from all tenants, with the ‘silent majority’ highlighted as a key priority.

    At this interactive session, Kate Roberts from IFF Research will lead the discussion on what organisations should be doing now to prepare – providing practical advice on how to tackle the priorities set out by the regulator.

    Kate has a good understanding of what is expected of social housing providers when it comes to preparing for the launch of the TSMs. Earlier this year, IFF Research were commissioned by the Department for Levelling Up,

    Housing and Communities (DLUHC) to gather baseline results from social housing tenants in England about how landlords are currently performing against the commitments in the Social Housing White Paper.

    You will also get to hear from landlords who are well underway with their preparations.

    What will be covered?

    • An overview of the Tenant Satisfaction Measures and why they are so important
    • A breakdown of the key priorities that landlords should be working on now – including culture, data management, TSM dashboards and strategies to engage with all tenants, including ‘the silent majority’
    • Advice on how to provide both evidence and assurance to boards, executive teams and other stakeholders
    • Hear how landlords are already preparing with practical advice on how to approach the key requirements
    • Understand the role of different parts of your organisation and how they fit into the TSM process.

    Who should attend:

    This session is essential for:

    • Chief executives
    • Executive teams
    • Customer experience directors
    • Customer experience teams
    • Business and customer insight teams
    • Business transformation leaders
    • Data management teams
    • Resident engagement teams
    • Operational teams.

    Key speakers:

    • Kate Roberts, Housing Research Director, IFF Research

    More to be announced shortly…
  • Our speakers

    Kate Roberts, Housing Research Director, IFF Research

    Kate is an Associate Director of Housing Research from the London-based agency IFF Research. Using her many years of experience working within the social housing sector, she works with housing providers to maximise their opportunities to engage with their residents, ensure that they gather valuable insight in how to improve services and their overall customer experience.

    Kate has previously worked in operational roles and in more strategic roles for social housing providers across the UK, including; working in Business Intelligence at First Choice Homes Oldham, and as the Customer Insight Manager for Peabody.

    Her unique expertise has helped organisations to produce robust, effective, and impactful customer-focused strategies and processes. She has also worked with housing providers to embed culture change within their organisations.

    Dean Ballard, Head of Customer Insight, Stonewater

    Dean has worked in social housing sector for over 15 years at both Orbit and currently as head of customer insight at Stonewater. His role encompasses leading on a range of customer centric projects and improvement actions that both inform and support Stonewater to better understand and improve our customer experience through utilising the voice of the customer. He is responsible for our customer insight initiatives which include utilising data to develop innovative solutions to improve service delivery for customers in a modern and efficient way that underpins our aspirations and social values.

    Katie Teasdale, Assistant Customer Experience Director – Customer Voice & Influence, Lettings, and Income, Stonewater

    Katie is Assistant Director-Customer Experience at Stonewater. Katie leads Stonewater’s Customer Voice function, which brings together Customer Engagement and Customer Communication with Stonewater’s customer complaint handling service. Previously, she was Head of Member Relations at the National Housing Federation and Director of Policy and Strategic Relationships at the Greater Birmingham Chambers of Commerce.

    Melanie Hughes, Research & Intelligence Manager, Future Housing Group

    Mel has over 15 years’ experience in customer research and insight within the private sector, working both agency and client side for a number of commercial organisations including Asda, Npower and Elsevier. Through these roles she has focused on delivering and embedding a deep understanding of customer insight to commercial stakeholders of all levels, to ensure that the voice of the customer is at the heart of decision making.

    Mel has spent the last 4 years developing the Research and Intelligence function at Futures Housing Group, to support the growing requirement for evidence-based decision making that we see within the housing sector. Mel is passionate about ensuring that customer insight is heard and acted upon at all levels of the organisation and is focused on bringing together the best of both data and research worlds to shape business strategy.

  • Our programme

    14.00 Welcome and introduction

      • Jon Land. HQN

    14.05 Bringing Tenant Satisfaction Measures to life – what you should be doing now

      • Kate Roberts, Housing Research Director, IFF Research

    14.50 Q&A

    15:05 Break

    15.15 How Futures is approaching the TSMs – from data to customer closeness

      • Melanie Hughes, Research & Intelligence Manager, Futures Housing Group

    15:40 Q&A

    15.45 How Stonewater is preparing for the TSMs

      • Dean Ballard, Head of Customer Insight, Stonewater and
      • Katie Teasdale, Assistant Customer Experience Director – Customer Voice & Influence, Lettings, and Income, Stonewater

    16.10 Q&A

    16.15 Closing remarks

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