Please note: this event is England-specific, focusing on the RSH Tenant Satisfaction Measures framework and consumer gradings.

Chaired by HQN’s CEO Alistair McIntosh, speakers include:

• Andrew Clegg, Head of Economics and Consumer Analysis, RSH
• Patrick Gelanos, Senior Financial Analysis Manager, RSH
• Philip Gowenlock, Senior Analyst, RSH
• Tom Stephenson, Dashboard Lead Builder, HAILIE
• Alison Leach, Strategic Lead for IT Services, Stockport Homes 
• Christian Hartley, Assistant Director of Customer Experience, Stockport Homes.

Three years of TSM results give us a much clearer picture of what is changing, who is getting it right and what appears to make the difference. 

But the numbers are only the starting point. 

• What are the big trends, and what should you be paying attention to? 
• Do strong TSM results translate into better RSH gradings? 
• Which landlords are consistently performing well? 
• Who has made the biggest improvements, and how have they done it? 
• Most importantly, what can you learn from the results to improve your own performance? 

This practical session will get behind the TSM headlines. We will combine analysis of three years of sector results with benchmarking, landlord examples and practical exercises to help you understand where you stand, what may be driving your results and where to focus next. 

We will also look beyond the TSMs. A score can tell you what residents think, but often not why. We will explore how to combine TSM results with complaints, transactional surveys, customer insight, focus groups and other intelligence to build a much richer picture of residents’ experiences. 

It isn’t simply about getting a better score. It is about using the results to make better decisions, improve services and demonstrate that those improvements are making a difference. 

What we’ll cover 

By the end of the session, you will be better equipped to: 

• Spot the trends: understand what three years of TSM results tell us about satisfaction and performance across the sector
• Make the regulatory connection: explore the relationship between TSM performance and RSH consumer gradings
• Learn from the best and most improved: identify consistently strong performers and landlords that have made significant progress, and explore what sits behind their results
• Benchmark your performance: use free tools to compare your results with relevant peers and identify strengths, weaknesses and outliers
• Get behind the numbers: combine TSMs with complaints, transactional surveys, customer insight, focus groups and other evidence to understand what is really happening
• Identify what to tackle first: move from a long list of results to clear priorities for action
• Turn insight into improvement: translate your findings into practical actions and demonstrate the impact they have on residents. 

Come prepared to look critically at your own results. Leave with a clearer understanding of where you stand, what you can learn from others and where to focus your improvement effort next. 

10:30am Welcome and introductions 

Alistair McIntosh, Chief Executive, HQN

10:40am Three years of TSMs: the key trends 

Andrew Clegg, Head of Economics and Consumer Analysis, Regulator of Social Housing

Patrick Gelanos, Senior Financial Analysis Manager, Regulator of Social Housing

Philip Gowenlock, Senior Analyst, Regulator of Social Housing

• What the three years of sector results show 
• The strongest trends and changes in performance 
• The results landlords should be paying attention to. 

11:20am TSMs and RSH gradings: is there a connection? 

Alistair McIntosh, Chief Executive, HQN

• Comparing TSM performance with RSH consumer gradings 
• Where the results and regulatory picture align or differ 
• What boards and leadership teams should take from the analysis. 

11:50am Break 

12:05pm Benchmarking your performance: free tools in action 

Tom Stephenson, Dashboard Lead Builder, HAILIE

• Using HAILIE to compare results 
• Choosing relevant peers and identifying outliers 
• Turning comparisons into better questions and priorities. 

12:35pm Consistently strong: what sits behind the results? 

Alison Leach, Strategic Lead for IT Services, Stockport Homes

Christian Hartley, Assistant Director of Customer Experience, Stockport Homes

• What supports consistently high resident satisfaction 
• How insight is used alongside the headline TSM scores 
• How the organisation acts on results and evidence impact.

1:05pm What should you do next? Discussion and questions 

All speakers

• Combining TSMs with wider resident and service intelligence 
• Identifying the issues to tackle first 
• Turning findings into action and evidence of improvement. 

1:30pm Close 

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.