Stop Chasing TSMs:
The Hidden Driver of Satisfaction Performance

In this practical recorded webinar, senior leaders from across the social housing sector explore why Tenant Satisfaction Measures (TSMs) should not be chased as headline scores, but improved through consistent improvements in everyday customer experiences.

Featuring insights from Richard Baggott (Connect Housing), Stephen Love (Accent Group), Howard Jones (Sovereign Housing Group) and Darren Wake (CustomerSure), the session examines how organisations can move beyond reporting pressure and focus on what actually drives better satisfaction outcomes.

Rather than adding layers of reporting or reacting to board-level scrutiny, the discussion focuses on how transactional customer feedback from key service moments such as repairs, maintenance, ASB and complaints helps organisations improve services week by week.

Here’s what you’ll learn:

• Why TSMs behave as a lagging indicator and what this means for improvement strategies
• How transactional customer feedback supports consistent service improvement
• How to identify which feedback requires immediate action and what can be prioritised later
• Practical ways to share insight internally so ownership is clear and action follows
• How to close the loop with customers more confidently and consistently
• How to speak to boards about TSM performance without over-promising or focusing only on scores

If you work in customer insight, CX, housing operations, complaints, governance or performance within social housing, this webinar offers practical guidance on turning everyday feedback into meaningful service improvement.

Fill in your details to access the recording and discover how focusing on real service experiences can lead to stronger TSM performance over time.