TSMs are a key part of the new social housing regulation regime – and the first to be introduced. Six months into their collection, this workshop looks at the key issues that are coming up, providing practical advice and guidance and an opportunity to share experiences with experts and practitioners.

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    Since the unveiling of the TSMs back in 2022, registered providers have been busy working on their approaches to make sure they are ready to submit their first results to the regulator for the year April 2023 – 2024.

    HQN ran a short survey to get a measure of how things were going: 

    • For many it meant “business more or less as usual” whilst others have had to overhaul their approach
    • Many had a “practice run” prior to April 2023
    • There were some common questions and queries about:
      • Methodology and definitions
      • Findings – how were other providers performing? How did they compare?
      • What was the regulator really looking for?

    We’ve put together this workshop to explore these issues and more. Drawing on the knowledge and skills of experts and practitioners we’ll be looking at some early results, emerging themes as well as comparing methodologies and the practicalities.

    The session will cover:

    • Key findings so far / early results from TSMs
    • Key driver analysis
    • Factors currently likely to impact on tenant satisfaction
    • Various expectations of organisations
    • What do we do with all this data?
    • Impact of Cost-of-Living crisis
    • Benchmarking and survey mode bias
    • Ensuring surveys are compliant – pitfalls to avoid
    • Acuity’s experiences of collecting the TSMs with organisations
    • Case study – West Kent Housing’s journey
    • The latest insight from HQN – what the regulator is expecting and emerging themes from our work with members.

    The TSMs are wide raging and impact on many different parts of an organisation so this workshop is essential for a diverse range of people:

    • Data analysts and business improvement teams
    • Operational teams – repairs and maintenance, estate services, housing management and customer services
    • Resident engagement teams.
  • Our programme

    10.30 Chair’s welcome and introduction

      • Lydia Dlaboha, Deputy Chief Executive, HQN

    10.40 The TSMs and where do we go from here – the next steps

      • Dr Jo Simpson, Housing & Development research consultant
        • Factors likely to affect tenant satisfaction/brief overview of various expectations of organisations 
        • What do we do with all this data? How can we act on this data? 

    11.10 Acuity’s experience of collection with organisations

      • Denise Raine, Director, Acuity Research & Practice
        • Acuity’s experiences of collection and key findings so far
        • Early results
        • Key Driver Analysis 
        • Impact of Cost-of-Living crisis
        • Benchmarking and survey mode bias
        • Ensuring surveys are compliant – pitfalls to avoid. 

    11.40 Break 

    12.00 Waltham Forest’s experience so far

      • Eoin Quiery, Head of Housing Strategy, London Borough of Waltham Forest
        • A local authority perspective 
        • Definitions – are we/you measuring the right thing?
        • A deep dive into complaints and repairs TSMs. 

    12.30 West Kent’s journey

      • Cathy McCarty, Executive Director of Housing and Communities, West Kent Housing Association
        • From no data to data driven
        • Use of feedback to improve services
        • Getting buy in for change across the organisation
        • Progress in resident satisfaction.

    13.00 Q&A

    13.30 Close

  • Our speakers

    Lydia Dlaboha, Deputy Chief Executive, HQN

    Lydia joined HQN in 2007 and is currently the Deputy CEO. Her background is in housing management – both general needs and supported. She has worked extensively as a consultant on a wide variety of performance improvement projects. In her current role, Lydia has responsibility for overseeing all of HQN’s work and for quality assurance in particular. She spends the majority of her time talking to HQN members to make sure that our service meets their needs, and on consultancy-related work.

    Eoin Quiery, Head of Housing Strategy, London Borough of Waltham Forest

    Eoin has a long history of working in innovation and governance roles across both Housing Associations and Local Government.

    As Servite and Viridian Housing Eoin led on Equality, Diversity and Business Excellence and Eoin has also worked in corporate roles in the London boroughs of Towner Hamlets, Hackney and Brent.

    Eoin was recently appointed as Head of Housing Strategy at London borough of Waltham Forest where he is leading on preparations for Social Housing Regulation.

    Dr Jo Simpson, Housing & development research consultant

    Dr Jo Simpson is an independent research consultant with nearly 30 years of experience in research, which combines academic research, agency and client side research, with nearly ten years as Head of Group Research for a national housebuilder. For housing and developer clients a raft of different research is undertaken from customer insight work, customer satisfaction as well as property based market research and intelligence reports and analysis. Jo is also a non-Executive Board Member and Chair of the Communities and Housing committee for Kent based Housing Association. Jo Simpson Research has undertaken a range of research for a variety of clients such as various County Council’s, large and small private home developers and a number of larger housing providers.

    Denise Raine, Director, Acuity Research & Practice

    Denise has over 30 years’ experience of market research in the social housing sector and heads one of the sector’s leading market research companies, Acuity Research & Practice Ltd, who work with over 160 housing associations, ALMOs and local authorities across England, Wales and Ireland. From developing the original sector-wide satisfaction survey while working at the National Housing Federation, Denise has subsequently worked on the development of Housemark’s STAR framework and its various reviews. This included the 2019 strategic review of customer satisfaction measurement in the social housing sector. Acuity was one of the organisations consulted by the RSH on the development of the Tenant Satisfaction Metrics and works in partnership with Housemark to deliver benchmarking to smaller landlords. Each year, Denise works with around 60 registered providers, delivering and developing their customer feedback & engagement programmes and providing consultancy & training.

    Cathy McCarthy, Executive Director of Housing and Communities, West Kent Housing Association

    Cathy is a champion of providing excellent customer focussed services and has over 30 years’ experience in the housing sector. She is lead director for the Consumer standards and is responsible for West Kent’s housing and communities services including customer and tenancy services, income, community development and older persons & supported housing services. At West Kent she has led a significant change in the collection and use of feedback data and insight to understand priorities and drive improvement. Cathy has held a wide range senior strategic and operational roles in social housing including at Southern Housing and Origin Housing. She is the Chair of PCHA, a community based housing association working in and around Bromley and Bexley.

  • 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.

  • 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


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