"The adoption of technology in a compliant manner is crucial, and RPs must ensure that any adopted technological solutions comply with relevant regulations and data protection laws. This may include, for example, obtaining tenant consent for data collection and ensuring that data is stored securely"
Since their introduction in 2023, Tenant Satisfaction Measures (TSMs) have become an important exercise for Registered Providers of Social Housing (RPs), significantly informing, and hopefully improving, their operations.
The TSMs are designed to monitor and record performance and encourage high standards of service, focusing on key areas such as repair and complaint resolution timescales, and tenant satisfaction in all aspects of the organisation. As the social housing sector and digital world evolve, Registered Providers (RPs) have to keep up and adapt to ensure cost efficiency and value for money.
The strategic adoption of technology offers a promising avenue for RPs to meet these standards efficiently and effectively.
Time and cost implications of TSMs for landlords
Meeting TSMs standards can present significant time and cost challenges for RPs. The need for timely repairs, which will also soon be enshrined more comprehensively in legislation, and complaint resolutions requires dedicated resources and efficient processes. Moreover, conducting regular tenant satisfaction surveys and analysing the results can be resource-intensive.
The role of technology in meeting TSMs standards
Technology offers a potentially transformative solution for landlords seeking to meet TSMs' standards efficiently. In light of the subject matter and potential for risk to residents, any such technological measures will need to be carefully assessed by RPs both at the outset, to ensure compliance and safety, and on an ongoing basis, and this must include assessing for human oversight. However, by leveraging technological advancements, landlords can look to streamline operations, reduce costs, and enhance tenant satisfaction.
Examples and potential benefits of technology adoption
There are many examples which can illustrate the benefits of adopting technology in property management. One particularly interesting technological innovation is predictive repairs. By utilising data analytics and machine learning, landlords can predict when maintenance issues are likely to occur and address them proactively.
This has the potential not only to reduce repair timescales and costs, but also to minimise the likelihood of major issues arising, thereby enhancing tenant satisfaction and reducing long-term maintenance costs.
Technology can also be used to improve customer service in property management. Automated systems for logging and tracking repair requests and complaints can ensure that issues are addressed promptly and efficiently. Additionally, digital communication platforms can facilitate clear and timely communication between landlords and tenants, helping to improve transparency and trust.
Artificial intelligence can extend the traditional ‘chat bot’ experience by providing, among other aspects, an interaction that is closer to real conversational style, instant translation, and monitored ‘tone’ of interactions – providing the RP with an opportunity for both instant feedback and, where required, an awareness of the need for escalation. It can also be used to spot patterns and assist the RP in identifying issues, allowing for strategic consideration of challenges before they arise.
Some RPs have also implemented mobile apps that allow tenants to report issues, track repair progress, and provide feedback. These apps not only streamline the reporting process but also empower tenants by keeping them informed and engaged.
Another example is the use of smart home technology to monitor property conditions. Sensors can detect issues such as leaks or temperature fluctuations, alerting RPs to potential problems before they escalate. This proactive approach not only enhances tenant satisfaction but can also reduce repair costs and property damage.
The adoption of technology in a compliant manner is crucial, and RPs must ensure that any adopted technological solutions comply with relevant regulations and data protection laws. This may include, for example, obtaining tenant consent for data collection and ensuring that data is stored securely.
Ultimately, TSMs aim to maintain and monitor standards, which is crucial for such a regulated sector. While these standards present time and cost challenges, the strategic adoption of technology has the potential to offer a viable solution. By embracing predictive repairs, enhancing customer service, and leveraging digital tools, RPs can meet TSMs standards efficiently, ultimately benefiting both landlords and tenants.
As the social housing sector continues to evolve, technology will play an increasingly vital role in ensuring that RPs can meet the demands of modern property management and expectations.
