This training session focusses on helping housing professionals explore the key lessons from the first-year Tenant Satisfaction Measure (TSMs) results and their implications for resident engagement and service delivery.
Attendees will gain insight into how TSM data can inform continuous improvement strategies while linking these insights to the professionalisation agenda, including the Competence and Conduct Standards.
This interactive session highlights the connection between staff performance and resident satisfaction, fostering a culture of trust and transparency.
Key themes include:
- Regulatory landscape: Understanding the Social Housing Regulation Act 2023, the TSM framework, and their connection to the Competence and Conduct Standards.
- Data integration: Linking staff and resident feedback to create a holistic view of performance and satisfaction.
- Cultural change: Building trust and transparency while fostering professional behaviours that align with the sector's professionalisation agenda.
Through practical exercises, case studies and discussions, attendees will leave with actionable insights and skills to enhance their roles and contribute to organisational goals.
What will I learn?
From this training, you will learn:
- Insights from the first-year TSM results and how to apply them to service improvement
- How to connect TSMs with wider professionalisation efforts, including the Competence and Conduct Standards
- Best practices for collecting and using resident feedback to build trust and transparency
- Techniques to link staff performance, satisfaction and resident data to comprehensively understand organisational impact
- Strategies for fostering continuous improvement and embedding professionalism in housing services.
Who should attend?
This session is ideal for heads of service, managers, governance officers, housing officers and resident engagement staff working in housing associations, local authorities and social housing providers.
It is designed for professionals aiming to improve their approach to resident engagement, align with regulatory standards, and utilise resident feedback to enhance service delivery.
Benefits of attending
Attendees will gain:
- Data implications on resident engagement
- Practical insights for improved organisational performance
- Strategies to align engagement practices in the sector
- Tools for building trust and transparency in resident relationships
- Skills to embed professionalism in housing services.
Dr Eve Blezard
Dr Eve Blezard is an experienced professional in the social housing sector, specialising in tenant engagement, data analysis and community development.
As a policy and practice officer leading CIH’s work on asset management and building safety, Eve is committed to promoting trust and transparency in social housing.
She holds a PhD in the Built Environment from The University of Salford and is a Fellow of Advance HE, recognised for her higher education teaching.
Alongside her current role, she has taught at The University of Salford and Edge Hill University and previously held roles with Housing Quality Network and Progress Housing Group.
How to book your place
You can book your place by selecting 'Pay now' at the top of this page and completing our online application form. You will need to sign in or create a 'My CIH' account. You can find instructions below.
Before booking, please ensure you have your payment details to hand, and a PO number if your organisation is paying for your training.
To apply for this training course you will need to register for a My CIH account.
To create your account, visit My CIH page and click the 'Sign up now' link to follow the steps to create your account. You can read our step-by-step guide to creating an account.
If you already have a My CIH account, just follow the sign in by entering your email address and password as usual.
Are you having trouble logging in or creating your account? Please read our step-by-step guide or call our membership services team on 024 7685 1700 or email membership.services@cih.org.
