The Regulator of Social Housing says the first set of TSM results are a ‘line in the sand’ and ‘something for organisations to build on’.

They are expecting to see better results in 2025 so you need to improve.

In order to do so you must understand what drives your tenant satisfaction and get to grips with key services.

This practical event will help you by focusing on:   

• How to drill down and understand the reasons for the satisfaction scores
• How to gather the feedback on what would make a difference in future
• How to get it right for your tenants and deliver the services they really want.

Plus receive a copy of HQN’s exclusive Tenant Satisfaction Measures benchmarking model so you’ll be able to compare your results with others.

What will be covered:

• Segmentation and the differences in customer priorities – older people, families, BAME, disability etc
• Knowing what’s going wrong and putting it right
• Going beyond the bare minimum. Delivering a service that wows your customers
• Survey methods – what differences they result in? Should you change methods?
• Thinking ahead – what should be on your to do list?

Why attend?

• Get a summary of what the national TSMs are telling us
• Hear what landlords are doing across the country to understand their own scores and work with tenants to find the key to improvements in outcomes
• Understand how transactional surveys, focus groups and other customer satisfaction measures can help you get ahead of the curve and make improvements as you go
• Receive a copy of HQN’s exclusive Tenant Satisfaction Measures benchmarking model so you’ll be able to compare your results with others.

Who should attend:

• CEOs and managing directors
• Directors and managers of housing services
• Directors and managers of customer service
• Directors and managers of repairs services
• Directors of operations
• Service standard and performance teams
• Data teams
• Customer engagement and insight team managers
• Governance managers.

10:30am Chair’s welcome

• Chloe Fletcher, Director, HQN

10:40am The national TSMs – what are they telling us?

• Jack Harper, Research Director, BMG Research

Commissioned by the Regulator of Social Housing, the National Tenant Survey (NTS), delivered by BMG Research, goes beyond individual TSMs to provide an independent benchmark across the sector. Using the same core questions, the NTS reveals critical insights into tenant satisfaction across different groups—shining a light on what matters most. Join Jack Harper, Research Director at BMG, as he dives into the headline findings and delivers clear, actionable recommendations for social landlords. Discover where the sector is succeeding, where it’s falling short—and how you can use these insights to lead the way in driving real improvement.

11:10am What do our TSMs tell us? 

• Kate Wareing, Chief Executive, Soha Housing

What happens after the results come in? At Soha Housing, a community mutual association which prides itself on its resident engagement work, the TSM scores sparked a deeper dive—and a renewed commitment to listening. Kate Wareing, Chief Executive at Soha Housing, will share how Soha is going beyond the numbers to truly understand the “why” behind tenant dissatisfaction. She’ll reveal the key areas they’re zeroing in on, how residents are actively shaping the journey, and what steps Soha is taking to translate insight into meaningful improvement. This is about more than metrics—it’s about action, accountability, and building trust from the ground up.

11:40am Break

11:55am Using other customer feedback

• Dean Ballard, Head of Policy, Insight and Performance, Orbit

• Liz Paul, Research and Insight Manager, Orbit

Orbit have been very honest with their residents about their strengths and weaknesses as an organisation and have said “we are not satisfied with our Tenant Satisfaction Measures (TSMs) scores or our Housing Ombudsman determinations and know there is much more to be done.”  Liz Paul and Dean Ballard will talk about their new strategy, focusing on improving the customer experience and detail the practical steps they are taking to improve the quality of their customer feedback and how they use it to drive improvements across the business.

12:25pm The science of surveying – are you getting the most from your methods? 

• Susan Richmond, Senior Project Manager and Senior Analyst, Kwest Research

Susan Richmond from Kwest Research will look at the issues involved in deciding what methods and timing to use for your TSM surveys.  She will explain the differences that your choices could make to the results and her recommendations from the work she has done with landlords across the country in the last few years.  Susan has helped to develop specialist services to enhance TSM surveys, including automated quota management, representativeness dashboards and graphical benchmarks. In this session, she will share her expertise to help you create and conduct better TSM surveys in future.

12:55pm How to turn your feedback into a plan for action

• Suzanne Hemingway, Associate, HQN

1:25pm Chair’s summing up

• Chloe Fletcher, Director, HQN

1:30pm Close

Chloe Fletcher, Director, HQN

Chloe has worked in the social housing sector for over 25 years since her first role in housing management with JSS Pinnacle as a trainee housing officer. She completed a Masters in Housing with Professional Qualification at the London School of Economics and then moved into housing policy, working on behalf of the London boroughs, initially for London Housing Unit and then London Councils. She joined the National Federation of ALMOs (NFA) in 2007 working with members, government officials and wider housing stakeholders to develop NFA policy and support the ALMO movement. She brings her wide range of housing management and policy knowledge to HQN as Director, working across the business and bringing her skills and experience to the whole social housing sector.

Jack Harper, Research Director, BMG Research

Jack is an experienced Research Director with over 15 years’ experience in research and leads BMG’s resident and customer experience division.

During his career, Jack has worked with some of the UK’s largest social landlords to help them understand resident perceptions and how they can improve their services. He has also worked closely with the Regulator of Social Housing, providing advice when developing the Tenant Satisfaction Measures (TSMs) survey requirements and delivering the National Tenant Survey. The findings of which were published alongside the first year of TSM data, providing detailed insight into the factors that influence TSM results.

Kate Wareing, Chief Executive, Soha Housing

Kate has been Chief Executive of Soha Housing for 3 years. Soha is a community mutual association, with a long history of resident engagement in Soha’s decision making and governance, and also support for community led projects.

Prior to joining Soha Kate spent 10 years working for International Development organisations. Her roles included leading Oxfam’s UK Poverty Programme where her team had a strong focus on participatory decision-making methodologies. During her time at Oxfam she also led on innovation and urban programming.

Kate has personal experience of navigating the intricacies of impenetrable services and is interested in what it takes from both a cultural and process perspective to do far better!

Liz Paul, Research and Insight Manager, Orbit

Liz has over 40 years’ experience in the housing sector, the majority which has been working for Orbit. Her background is in housing management, starting out as a housing trainee and moving up to manage a Regional Housing Team in the Midlands, providing frontline housing services.

Liz subsequently moved to support roles in Strategy and Performance and then to Research and Insight. She now heads up a small team who are responsible for running Orbit’s research programme, delivering the TSM perception metrics and gathering insights on transactional services.

She is passionate about using insights to deliver real change that makes a difference to Orbit’s customers. Liz’s mantra is to only ask for feedback if you plan to actually listen and use it.

Dean Ballard, Head of Policy, Insight and Performance, Orbit

Dean has worked in the social housing sector for nearly 20 years in various reporting, data and insight roles for both Orbit and Stonewater. His passion is being able to use data and insight to improve services and bring customers to life through the use of customer personas and segmentation, running successful real time customer feedback programmes and undertaking research projects. Dean currently leads a multi-disciplinary team at Orbit focussing on policy and standards, research and insight and corporate planning and performance.

Susan Richmond, Senior Project Manager and Senior Analyst, Kwest Research

Susan is an extremely experienced project manager who has worked as a specialist researcher and analyst in the field of social housing for more than 15 years.  Prior to her career at Kwest, she worked in finance for a variety of organisations including Merrill Lynch.

Susan currently manages a varied portfolio of social housing clients.  She is instrumental in many large-scale research programmes, and, in recent years, has been part of the team to develop specialist services to enhance TSM surveys, such as automated quota management, TSM Representativeness Dashboards and graphical benchmarks calculated using TSM data released by the Regulator in 2024.

Susan has successfully designed and implemented more than 400 social housing research projects, with current clients including local authorities and RSLs across the country.

Suzanne Hemingway, Associate, HQN

Suzanne has over 30 years’ experience of the social housing sector. She started as a volunteer in a women’s refuge, and a homelessness shelter and went on to manage a variety of services for disadvantaged groups. She has held senior roles in both strategic and operational teams.  As a consultant, Suzanne provided advice and training to a wide range or national, regional and local organisations from 2008 – 2016, when she returned to a full-time director role, integrating the wider housing brief – strategy, repairs, management and homelessness – with wider community engagement, development, arts and leisure briefs. In returning to consultancy, Suzanne brings experience of supporting boards and elected members to deal with adverse events, and to prepare for new housing regulation, as well as of providing advice and training at a senior level.  Suzanne has been a Fellow of CIH for many years.

If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected]

Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

Cancellations must be made in writing, and will be acknowledged by HQN Limited.