The Tenant Satisfaction Measures (TSMs) are a key pillar of regulatory reform intended to improve transparency of landlord performance and accountability to tenants. At the time of the conference, landlords will be gearing up to send the Regulator their first year of TSM data with the results expected to be published in the Autumn. Both landlords and tenants can attend this briefing to understand how to make best use of this important improvement tool.

In this session, you will:

• Benchmark approaches to collection and explore how different methods might influence performance
• Learn how different providers are engaging a broad range of tenants in surveys and ensuring accessibility, particularly for those with complex needs or disabilities
• Discuss how to report the results of the TSMs to tenants in a meaningful way. If you are a tenant, you will hear how you can use the results to hold your landlord to account.
• Hear ways of turning results into improvement and action
• Avoid negative consequences such as gaming and a narrow focus on performance rather than improvement