The Transparency, Influence and Accountability Standard within the Social Housing (Regulation) Act requires housing providers to be much more open with tenants and report annually on their success. Tenant Satisfaction Measures (TSMs) provide tenants with a clearer insight into the performance of their housing provider. This panel will look at how campaign delivery is being impacted by consumer regulation and how to further improve transparency and honesty in communications for tenants and residents. 

• Involving tenants and residents in communications campaigns for maximum impact.
• Applying Behavioural Science principles to marketing and communications campaigns to better understand your audience.
• The gap between tenant and housing provider complaint perception - how can housing providers get a better grasp of service failure in the eyes of their residents?