Tenant Satisfaction Measures (TSMs) are becoming increasingly important in the social housing sector, where the demand for transparency and accountability is on the rise. But TSMs are more than just a regulatory box to tick - they're a vital tool for understanding what tenants need and improving the services that matter most to them. To truly benefit from TSMs, the key is clear and effective communication that makes tenants feel heard and valued.
Moving Beyond Compliance
While implementing Tenant Satisfaction Measures is now a law, compliance is just the beginning. To truly make a difference, TSMs should be woven into a broader strategy that prioritises tenant feedback, fosters community engagement, and guides better decision-making. This isn’t just about meeting a requirement—it's about creating a meaningful dialogue where tenants know their voices shape the services they receive.
Why Communication Matters
Effective communication is at the core of successful TSM implementation. It’s about clearly explaining what TSMs are, how tenant feedback will be used, and what changes will be made as a result. Take Wigan Council, for example. Their success in engaging tenants came from a well-planned communication strategy that reached out across multiple channels, ensuring every voice was heard.
Wigan Council didn’t just collect data - they built trust by showing tenants how their feedback leads to real change. This approach resulted in higher engagement and satisfaction, paving the way for more targeted and effective service improvements.
Crafting a Strategic Communication Plan
A solid communication plan is essential for any organisation looking to make the most of TSMs. From raising initial awareness to providing regular updates, every step should be thoughtfully planned. Here are a few key elements to include:
Educating Tenants: Use clear, straightforward language to explain why TSMs are important and how they benefit tenants.
Multi-Channel Outreach: Reach tenants through various channels to ensure everyone has the opportunity to be heard.
Closing the Feedback Loop: Regularly update tenants on how their feedback is driving real, tangible improvements.
GovMetric’s TSM solutions are designed to support this approach. With real-time feedback tools and robust data analytics, our platform helps organisations not only comply with regulations but also boost tenant satisfaction by making informed decisions.
To help you get started, we’ve created a sample communication plan that you can download by clicking here or on the icon to your right. This resource will guide you in planning your organisation’s content and messaging, ensuring your TSM campaign is successful.
Making a Real Difference
TSMs offer a powerful opportunity to improve service delivery in ways that genuinely matter to tenants. By focusing on effective communication, you can turn a compliance task into a tool for meaningful growth and improvement.
The success of Wigan Council demonstrates how a well-executed communication strategy, paired with the right technology, can transform tenant feedback into actionable insights, leading to better outcomes for everyone involved.
Ready to take the next step? Download our communication plan today and start making tenant satisfaction a cornerstone of your service strategy.
Helping Housing Providers Understand the Tenant Experience
We provide solutions to enable feedback and complaints to be captured for regulated and non-regulated services.
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