What will delegates learn?

By the end of this half-day session, delegates will be able to:

• Understand why TSMs were introduced and what they are designed to achieve
• Know what the Regulator expects and how TSMs link to consumer regulation
• Identify the different TSM measures and what “good” data collection looks like
• Interpret results and use them to drive service improvement and resident communication
• Share and learn from best practice approaches across the sector.

This course will cover

• The background to TSMs and the reforms that introduced them
• What the Regulator of Social Housing requires from landlords
• The full set of measures: management information and tenant perception measures
• Practical approaches to collecting robust, reliable data
• Avoiding common pitfalls and ensuring results are meaningful and comparable
• Using outcomes: reporting, learning, action planning and continuous improvement
• Communicating results to tenants in clear, accessible ways
• Engaging residents in scrutiny and improvement linked to TSM findings
• What to provide to the Regulator and how to evidence your approach.

Who should attend?

This course is ideal for:

• Engaged residents, tenant representatives and scrutiny panel members
• Resident involvement teams and customer experience staff
• Service managers who contribute to performance and improvement plans
• Governance, compliance and quality colleagues supporting regulatory readiness
• Anyone who needs a practical understanding of TSMs and how to use them well.

Michael Guest is a well-established and sought-after consultant and trainer in housing. His expertise and experience extend across the housing sector, with specialisms in Governance, Housing Management, Change in the Sector and Resident Engagement.

He is known for his highly professional, yet relaxed and approachable working style that lends itself to learning and development assignments. This is combined with working comfortably at political and governance levels, through executive, management, and operational staff and with involved residents and communities.

After holding a number of senior management positions in housing, Michael has for over 30 years been Director of Michael Guest Associates Ltd., providing consultancy and training to the sector. A key aspect of this work is as part of HQN programmes since its inception.

Michael is a Chartered Housing Professional, Chartered Management Consultant, and a Chartered Manager. A Fellow of the Chartered Institute of Housing he is a:

• Regular Chair of and Lead Assessor on its Experienced Professional Route Professional Interview Panels for Chartered Membership
• Member of the Executive Route Professional Interview Panel for Chartered Membership
• Registered CIH Mentor for Senior Housing Professionals
• Member of the CIH Housing Academy.

He is also a Fellow of the Institute of Leadership, the Royal Society for Public Health, the Chartered Management Institute, the Institute of Consulting, was awarded an MSc. (with Merit) in Leadership and Management in 2017, an MSc. (with Distinction) in Housing Studies in 2020 and a Postgraduate Certificate in Corporate Governance (with Distinction) in 2020.

Outside of housing, Michael is Chair of the Board of a Learning Partnership company of schools, Retained Voluntary Advisor to a Leaseholders’ (Right to Manage) Company, and National Level Coach with an Institute of Advanced Motorist Group.