duration

Location
Virtual

Join us for a dynamic deep-dive into the latest Tenant Satisfaction Measures (TSMs), featuring exclusive insight from the Regulator of Social Housing, leading data specialists and high-performing landlords.

  • Read more

    With the second year of TSM results now published, the picture is becoming clearer: where the sector is stepping up, where progress has stalled, and what’s driving the shifts. This energised, insight-packed session cuts through the noise to reveal what’s changed since year one – and how you can turn your own results into real, measurable improvement.

    We’ll unpack the data, spotlight how methodology shapes outcomes, and show how to build a golden thread between your actions, your performance and your tenants’ experience.

    The session will help you:

    • Interpret the 2024/25 results in context
    • Identify where movement is real vs. method-driven
    • Use segmentation and triangulation to pinpoint what’s driving satisfaction
    • Refine your approach to data collection without ‘gaming’ the system
    • Turn insights into assurance and improvement plans for 2026.

    Why attend?

    • Get under the skin of the sector’s 2024/25 TSM trends
    • Connect the dots between actions, KPIs and satisfaction outcomes
    • Segment your data meaningfully—by age, region, tenure and more
  • Our speakers

    Alistair McIntosh, Chief Executive, HQN
    Alistair McIntosh is one of the social housing sector’s most respected and best known personalities.

    As founder and Chief Executive of HQN, he is regarded as one of the foremost advisers on governance and regulation.  His hands-on approach sees Alistair leading on all HQN’s mock inspection exercises and chairing/speaking at conferences and events.

    Career highlights include setting up and running the National Federation of ALMOs, leading the popular consultation on the regulatory standards for housing, and developing an approach to VfM that won praise from the housing minister.

    A regular contributor to the housing press, Alistair’s columns are known for their humorous, pointed and painfully accurate assessment of the state of social housing.

    Andrew Clegg, Head of Economics and Consumer Analysis, RSH
    Andrew has worked on the regulator’s data and analysis for several years. He played a leading role in the development of the proposed Tenant Satisfaction Measures and the technical requirements that support them.

    Patrick Gelanos, Senior Financial Analysis Manager, RSH

    Donna Cezair, Chief Executive, Worthing Homes
    Donna Cezair joined Worthing Homes as Chief Executive in January 2023,  having previously worked across the sector in a wide variety of roles.

    With an extensive background in social housing, coupled with a real passion for delivering great customer experience, she ensures that customers have a voice and an impact on influencing and shaping the organisation.

    Donna’s experience in delivering change and transformation, with focus on collaborating with communities and key stakeholders – all while creating a great environment for colleagues to be their best selves – fits in perfectly with the existing Worthing Homes ethos.

    Gemma Cook, Director of Operations, Cross Keys Homes (CKH)
    Gemma has worked at Cros Keys Homes for over 20 years, delivering frontline services to residents. She is now the director overseeing neighbourhood and estate management and ASB and tenancy sustainment support.

    CKH believes in ensuring the resident voice is heard throughout the business. In 2024 Gemma led the process of co-creating the new resident engagement structure along with residents which puts them at the heart of decision making, from the Board down.

    Gemma was also instrumental in CKH achieving the Domestic Abuse Housing Alliance accreditation in 2022, which is currently being reaccredited.

    Jane Alexander, Director of Customer Services, Cross Keys Homes (CKH)
    Jane has over 30 years of experience delivering customer service, over eight years of those with CKH. She is responsible for the key customer service operations, including the Resident Contact Centre, CKH Customer Central store and the 24-hour LifeLine telecare service.

    CKH believes passionately in putting residents at the forefront of the services we deliver. Jane instils in her teams the need to ensure that all residents feel heard, understood and treated as individuals and leave all interactions with the company feeling respected and empowered.

    Adam Jewitt, Client Services Director, Acuity Research & Practice Ltd
    Adam Jewitt is Client Services Director at Acuity Research & Practice Ltd, a market research company specialising in social housing research. Acuity is the largest external provider of Tenant Satisfaction Measures (TSM) surveys in England and deliver surveys for over 200 social housing providers.

    Adam has over 12 years’ experience in market research across a range of sectors, including social housing, elite sport, retail, health & wellbeing, and hospitality. He has particular expertise in behavioural psychology, which helps to place humans at the heart of all decision-making and service improvements.
  • Programme

    10:30am – Welcome and introductions

    Alistair McIntosh, Chief Executive, HQN

    10:40am – What the 2024/25 TSMs really show

    Andrew Clegg, Head of Economics and Consumer Analysis, RSH

    Patrick Gelanos, Senior Financial Analysis Manager, RSH

    • Key messages from the latest TSM results
    • How the Regulator interprets performance, context and trends
    • Common misconceptions and emerging issues
    • What landlords should be thinking about next

    11:20am – From results to root cause: how to triangulate satisfaction, KPIs and action

    Adam Jewitt, Client Services Director, Acuity Research & Practice Ltd.

    • What sits beneath headline TSM scores across different landlords
    • How collection methods influence results and insight quality
    • Using transactional surveys and operational data to diagnose issues
    • Turning TSM data into meaningful evidence for improvement

    11:50am – Break

    12:00pm – Behind the Scores: How Cross Keys Homes Turned Insight into Improvement

    Gemma Cook, Director of Operations, Cross Keys Homes

    Jane Alexander, Director of Customer Services, Cross Keys Homes

    • How Cross Keys Homes ensured robustness in its TSM approach and results
    • What analysis revealed about performance and tenant experience
    • How insight was translated into actions and service improvements
    • Early reflections on future priorities and engagement

    12:30pm – Turning Feedback into Better Services: The Worthing Homes TSM Journey

    Donna Cezair, Chief Executive, Worthing Homes

    • What Worthing Homes’ TSM results showed over time
    • How feedback and benchmarking informed leadership decisions
    • Actions taken to improve services and satisfaction
    • Reflections on using TSMs as a strategic improvement tool

    1:00pm – Discussion, wrap-up and key takeaways

    Alistair McIntosh, Chief Executive, HQN

    1:30pm – Close

  • Cancellations and substitutions

    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.

  • Price and booking

    Bookings are closed for this event.

    If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we'll process the booking for you.

Dates



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