It's been over a year since the Regulator of Social Housing introduced the Tenant Satisfaction Measures (TSM), designed to offer residents greater transparency regarding their landlords' performance. However, these measures have prompted social housing providers to improve their tenant relations urgently.
Initial findings highlight a worrying trend: overall tenant satisfaction has declined for five consecutive years, from 85.1% in 2018/19 to 72.3% in 2023/24. This signals an urgent need for housing providers to reassess their strategies and address the challenges faced in the past year to effectively meet resident expectations. So, where are they falling short?
Swift Communication is Essential
Tenants often have urgent needs, from emergency repairs to lease clarifications. Not addressing these promptly can lead to significant property damage and a sense of neglect among residents.
There has been a notable increase in the use of online portals for tenant-landlord communication, rising from 13% pre-pandemic to 25% now. Housing providers are increasingly adopting digital communication methods to make it easier for residents to reach them quickly.
However, more than digital solutions are required. Problems with IT infrastructure or customer service can leave issues unresolved, forcing tenants to follow up via phone calls. Additionally, 62% of UK consumers are more likely to open a letter than an email, so traditional communication methods like post should not be entirely abandoned. Over-reliance on digital channels can create communication gaps, leaving some residents underserved.
Proactive Engagement with Tenants
Housing providers must not only respond to tenant needs but anticipate them. This can be challenging without the right tools, resources, or systems to identify and address potential issues before they escalate.
Early intervention is crucial for disadvantaged tenants, such as those struggling to pay rent. If landlords wait for tenants to report problems, it might be too late to provide practical assistance. Providers should assess the risks for each property, identify tenants who may need rent deferrals, and proactively reach out to check on their well-being. For example, offering advice during the housing application process can ensure continuous support and insight into the tenant's journey.
Securing Tenant Data
Once effective communication and proactive engagement are in place, housing providers must ensure that any resident data used is secure. This is a significant challenge, as 25% of the country's housing associations have experienced cyber-attacks in the past year. These breaches can result in the loss of personal data, service disruptions, and damage to the provider's reputation. In severe cases, regulatory and auditing authorities might impose financial penalties.
To mitigate these risks, housing providers should use centralised platforms that ensure outbound documents comply with regulatory and security standards. These platforms can request approvals before sending communications, monitor deliveries, and store documents for up to 11 years, preventing sensitive information from being sent to incorrect addresses.
The Role of Document Automation
The TSM focuses on five themes: repairs, building safety, effective complaint handling, respectful and helpful tenant engagement, and responsible neighbourhood management. Central to each theme is the need for clear, reliable communication.
Document automation can significantly improve communication efficiency. These platforms allow tenancy agreements, invoices, and receipts to be distributed quickly through various channels, such as tracked emails or SMS texts. Tenants can even pay invoices immediately upon receipt, streamlining the process.
These platforms ensure that the right document reaches the right person in the right way by asking residents how they prefer to be contacted at the start of their tenancy. For instance, a business can send hard copies of monthly rent statements to hundreds of unique addresses with a single click.
Moreover, document automation platforms consolidate and centralise communications from multiple locations. They allow documents to be sorted, grouped, personalised, and sent without human error, providing tenants with personalised communications and easy access to their documents.
Building Lasting Tenant Satisfaction
A housing provider's communication quality directly impacts their honesty and responsiveness. Providers need to focus on improving tenant satisfaction scores for the current year and building lasting relationships. Ensuring residents can easily retrieve and receive all necessary documents without hassle is crucial for long-term satisfaction.
By adopting effective communication strategies, being proactive in addressing tenant needs, securing data, and utilising document automation, housing providers can enhance tenant satisfaction and achieve high scores on the Tenant Satisfaction Measures.
