In England, over 20 new tenant satisfaction measures (TSMs) will be used by the Regulator of Social Housing (RSH) from April 2023 to gather data on how satisfied tenants are with the performance of their housing providers.
The TSMs will address five primary topics, including maintenance, building safety, effective complaint handling, tenant interactions and neighbourhood management. The data for the TSMs will be gathered via tenant surveys and landlord statistics.
To meet these requirements, we suggest the use of the Microsoft Customer Voice (MSCV) platform; a platform that makes it easier for housing providers to meet these requirements.
Gaining real-time insights into tenants’ sentiment toward your organisation and the quality of your services can have a significant effect on the quality of your tenants’ experiences, and you can achieve this with the help of MSCV.
At TSG, we’ve supported many housing providers; in this article, we’ll look at how we’ve worked with MHS Homes and how MSCV helped it to enhance its tenants’ experiences.
How does MSCV help housing providers?
MSCV gives you the opportunity to future proof your systems and make significant cost savings by automating surveys, emails, SMS and more.
Feedback can be categorised and collected using MSCV depending on triggers from multiple systems. This lets you focus on what really matters to your customers by automating what are normally very time-consuming processes.
MSCV also collects a wide range of data that can help you to understand:
- What tenants think about your organisation;
- What tenants think about specific interactions with your staff;
- How easy it is to deal with your organisation.
Automated workflows will also make your teams more productive by sending feedback direct to the right people, allowing them to then address any areas of concern via automated email alerts. The data you gather can be quickly examined through MSCV for compliance and reporting or exported to Excel or other reporting platforms such as Microsoft Power BI.
MHS Homes, TSG and Microsoft Customer Voice
MHS Homes wanted to improve its customer engagement via more efficient processes and better data analysis/insights. The housing provider was previously conducting telephone-based tenant surveys but this was time-consuming, involved restricted numbers of respondents, lacked scalability and provided only limited insights.
TSG helped MHS Homes to improve the quality and quantity of its customer engagement, support easier regulatory compliance, expand the housing provider’s capabilities around Microsoft 365 technologies and achieve integrated data analysis and insights. The overall solution provided by TSG to MHS Homes was:
- Microsoft Dynamics 365 Customer Voice;
- Microsoft Dataverse for data storage;
- Integration with MHS Homes’ on-premise data warehouse to trigger surveys;
- Integration with Capita OpenHousing to record survey sends and unsubscribes;
- All survey data available for integration into MHS Homes’ data.
Since the recent implementation of this, MHS Homes has not only already seen a higher percentage (22 per cent response rate) of tenants completing surveys but it can also now dive deeper into the surveys’ data. For example, with all of the data linking up and telling a larger story, MHS Homes can now see statistics regarding what tenants are most satisfied and dissatisfied with, right down to the operations and satisfaction of individuals within the organisation.
Automating and future-proofing your organisation
Moving from legacy systems or manual processes doesn’t need to be difficult; TSG has supported and continues to support many housing providers with their move to modern cloud technologies, including MSCV.
Kirsty Marsden is the head of housing at TSG.