Which digital strategies can help landlords raise tenant satisfaction measures?
For housing providers to achieve a high level of tenant satisfaction, a reliable and secure digital platform needs to be in place. This Inside Housing webinar, sponsored by Quadient, finds out more
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Since April, social landlords have started to collect data on 22 measures to form the tenant satisfaction measures (TSMs) that are part of the Regulator of Housing’s new focus on consumer regulation.
Ten of the points are completed by landlords while the other 12 are answered by residents and cover repairs, building safety, effective complaint-handling, respectful and helpful tenant engagement, and responsible neighbourhood management.
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The results so far show an overall drop in tenant satisfaction of 5% since 2020.
At the core of all five themes is a need to maintaining reliable communication for everyone’s satisfaction and protection, and more so in a time of agile, remote and flexible working.
To help to achieve this a secure centralised platform can efficiently manage and automate the distribution of crucial documents such as tenancy agreements, invoices, receipts, and gas/electrical safety certificates.
This Inside Housing webinar, chaired by Martin Hilditch and sponsored by Quadient, discussed digital strategies to achieve compliance and good communication to help to raise TSM scores.
Participants
Ian Johnson, executive director of customer services, Karbon Homes
Ian Johnson is responsible for developing and delivering a vision of modern customer service delivery, bringing together all of Karbon Homes’ frontline, customer-facing operational teams to ensure a common focus, shared culture and integrated team working for the benefit of customers.
Previously, Mr Johnson worked in various housing organisations for 25 years. He started as a housing assistant at City of Sunderland Council before progressing to be head of safer neighbourhoods at Blyth Valley, executive director of operations at Homes for Northumberland, chief executive of Tyne Housing before joining Karbon Homes in 2018 as director of pre-tenancy and property services before taking up an executive role in May 2022.
Mr Johnson has extensive neighbourhood and property services experience alongside specialist knowledge of safer communities and the impacts of homelessness. He has a strong track record of delivering high performance and improving colleague and customer engagement.
He also has a strong external profile, and has sat on a small number of boards as a non-executive including as the current chair of Prosper and former chair of Age Concern Tyneside South. He also sits on the National Policy Advisory Committee of the Chartered Institute of Housing.
Antony Paul, head of global product marketing, Quadient
Antony Paul has nearly 30 years’ experience gained across multiple sales and marketing roles. Mr Paul has been with Quadient for more than 16 years, and his current role is a global one within Quadient’s Intelligent Communication Automation business line.
A key focus for him is developing innovative marketing initiatives in B2B environments. He equally manages both strategic and operational initiatives, with a focus on driving business growth.
Understanding major target segments, their needs and how the company’s solutions can help meet these challenges forms a pivotal part of Mr Paul’s modus operandi. Matching challenges to solutions and sharing these insights with internal colleagues as well as external audiences is a key focus.
Jo Kelly, corporate director of customer strategy and digital channels, London Borough of Waltham Forest
Jo Kelly is a strategic leader with extensive cross-sector experience, adept at envisioning and executing comprehensive strategies that advance organisational objectives through a blend of foresight and adaptability.
She is a champion of collaborative leadership, engaging with a spectrum of stakeholders to align goals and drive purposeful, technology-driven business transformation for measurable, impactful results. Ms Kelly is versatile in driving change: in complex environments, applying whole systems thinking for streamlined project governance, regulatory compliance, and risks management, leading to successful end-to-end delivery.
She is also committed to fostering a culture of shared success, transparent communication, and empowerment, aiming for not just immediate achievements but sustainable organisational growth.
Barbara Marsh, housing services director, Eastlight Community Homes
Barbara Marsh is responsible for tenancy management and customer service at Eastlight. She has worked in the housing sector for 12 years, most recently as head of neighbourhoods (Essex) at Moat Homes and as an assistant director at L&Q.
Prior to working in housing, she worked in the charity sector for a number of years, primarily in fundraising.
A passionate advocate for the voice of residents, Ms Marsh is focused on ensuring that the customer voice is central to service development and delivery.
