What’s Driving The Shift Towards Tenant Satisfaction?

It goes without saying that the ongoing events of 2020 have caused a level of uncertainty for the UK social housing sector. Approaches to rent collection, tenant engagement and the landlord-tenant relationship as a whole have all changed.

But more recently, we’re seeing tenant satisfaction move further up the agenda. So, what’s driving this shift? And where should social landlords be aiming for?

New, efficient methods

Years ago, tenant satisfaction was measured by manually posting surveys. This was a long and costly process, wasting critical time and resources. It’s no secret that providers up and down the country have been searching for ways to improve efficiency, doing less with more. And where better to look than at a process that was far from good use of time.

Today, more providers are taking advantage of technology to send automated surveys. Not only does this save time but can provide landlords with crucial data and insights into their tenants and their payment preferences. Something that every association could do with…

The pandemic

It’s fair to say that COVID-19 has had a huge impact on the ways in which social housing providers think and work. They’ve been forced to reassess their role and responsibilities as well as how they communicate with, collect income from and ultimately engage with their tenants. In turn, directly impacting tenant satisfaction.

In fact, our research shows that regular, tenant communication that’s relational – not just transactional – is directly linked to a positive overall tenant experience. Not to mention that it means landlords can often become aware of issues – even before the problem arises – passing on specific feedback to the relevant departments.

The Social Housing White Paper

The government’s Social Housing White Paper, published in November 2020, outlined new regulatory tenant satisfaction measures that are to be implemented by the Regulator of Social Housing.

As noted in the Regulator of Social Housing’s Consumer Regulation review, it’s crucial that registered providers treat their tenants with fairness and respect in order to satisfy their tenants and keep them engaged. It’s also important that landlords take the diverse needs of their tenants into account to create both trust and confidence. Where before measuring tenant satisfaction was unregulated, this will now likely accelerate social landlords to focus on it.

So, what’s next?

Our recent research report [Read: The Connected Tenancy Whitepaper] found that tenant satisfaction has a massive impact on subsequent tenant engagement. When you combine this with the reasons above, it’s no surprise that more social landlords are viewing it as a priority.

More specifically, our research concluded that 38% of individuals living in social housing are dissatisfied with the services provided by their landlords. In addition to this, affordability of rent, communication and tenant perception of the landlord-tenant relationship all impact the overall satisfaction of your tenants. So it’s clearly an important focus if you want to create more sustainable tenancies going forward.

If you’d like to discuss your commercial challenges and how our technology can help you measure tenant satisfaction to future-proof your social housing association, contact us today on hello@voicescape.co.uk or 0161 259 1122