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Seven people skills that drive tenant satisfaction and service excellence

Social housing providers play a vital role in creating communities where people feel safe, supported and heard. As Tenant Satisfaction Measures continue to shape expectations across the sector, positive tenant interactions are central to building trust and delivering excellent service. Alongside the Housing Ombudsman’s Complaint Handling Code and the new Competence and Conduct Standard, there is an […]

Repairs teams are central to the Competence and Conduct Standard

Across the social housing sector, organisations are placing increasing focus on the operational behaviours, communication standards and service approaches that shape the resident repairs experience. This shift is helping providers strengthen Tenant Satisfaction Measures, improve professionalism across frontline teams and build greater resident confidence throughout the repairs journey. With the introduction of the upcoming Competence and Conduct […]

Social housing: Embedding the behaviours required by the Competence and Conduct Standard

Turning behavioural expectations into everyday practice As the Competence and Conduct Standard moves closer to implementation, social housing providers are increasingly asking the same question: how do we move beyond policies and ensure professional behaviours are consistently demonstrated in practice? The conduct expectations within the Standard will apply from implementation. This means providers need to ensure professional, respectful and accountable behaviours are embedded […]

Social Housing: Delivering the Competence and Conduct Standard in Practice

The professionalisation of social housing is entering a new phase. With the outcome-based Competence and Conduct Standard coming into force this year, every registered provider in the UK is being asked to demonstrate that their team members have the knowledge, skills and behaviours to deliver safe, professional, respectful and customer-focused services. This is an opportunity to strengthen a customer-centric culture, build tenant trust and support people to thrive in […]

How Can UK Social Housing Providers Improve Tenant Satisfaction in Complaint Handling?

Social housing providers can lift Tenant Satisfaction Measures (TSMs) on complaint handling by giving frontline teams and managers the confidence and communication skills to find constructive solutions, express appropriate empathy, keep tenants updated and, when needed, deliver difficult messages in a way that still feels fair, transparent and well-handled. Why Are Complaint Handling Scores Lower Than […]

Building strength through people: How customer service training helps Social Housing excel in changing times

The social housing sector is experiencing one of the most dynamic periods in its history. From evolving government standards to increasing financial pressures, organisations are being called upon to deliver more, respond faster and maintain exceptional service, often with fewer resources. Within this climate of change lies a powerful opportunity to make a real difference: […]

Insights from MGI: Why people skills make a significant difference to tenant perception

Creating a thriving living environment for tenants is a fundamental priority for social housing associations. The 2024 National Tenant Survey from the Regulator of Social Housing outlines that while technical service delivery such as repairs and maintenance is critical, the way these services are provided significantly shapes tenant perceptions. So, how much do interpersonal skills […]

10 steps to boost tenant satisfaction with complaint handling

Building confidence and capability to handle any feedback coming into your social housing organisation lays the foundation for higher scores for complaint handling against the Tenant Satisfaction Measures (TSMs). It is becoming widely reported that achievement against this measure was lower than organisations in the sector can feel comfortable with. In our discussions across the […]

People power: The core skills vital for regulatory compliance and high TSM scores

Social housing organisations are embracing and working with several key changes in 2024 to conform to regulatory requirements. When working closely with our customers in the sector, we can appreciate the importance of working positively and productively to meet the expectations laid out in consumer standards, the Tenant Satisfaction Measures, the Ombudsman’s Complaint Handling Code […]

Housing Series: Confident complaint handling skills – 7 key questions to ask

How equipped your team members feel they are to handle any complaint and feedback that they receive will have a direct impact on how satisfied your tenants are with your organisation’s complaint handling. As the Housing Ombudsman’s updated Complaint Handling Code becomes statutory and UK social housing organisations prepare to publish their Tenant Satisfaction Measures […]