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Simplyfying TIA Compliance
Evidencing compliance with the Transparency, Influence & Accountability Standard can be a challenge for Social Landlords; several different systems, a lack of integration, data on spreadsheets, TSM data help by third parties and a lack of a golden thread from customer insight to service improvement plan and evidenced impact of said improvements result in high internal compliance costs & nervous anticipation come inspection day .
By having an integrated process with all of the required evidence stored in one system, following a logical order & mapped to the requirements of the standard, we reduce the internal cost of compliance & provide real time data to give board members compliance assurance that they are meeting the requirements of the standard.
Resident Led Service Improvment
TIA+ helps you anticipate where your complaints are likely to come from through having embedded insights across the customer journey
Integrated Approach Benefits
By embedding complaints data into the overall insight base & linking these complaints insights into your service improvement plan, you can evidence your learning from complaints & better understand root cause & trends. Closed loop audit process, linking complaints, insights, service improvement & post implementation tenant scrutiny further support you in evidencing compliance.
Dashboards & Compliance Metrics
A key compliance requirement is in publicising complaints - TIA+ allows you to send digital complaints guides in the residents first language through it's multilingual capability, helping improve clarity & accessibility for minority groups.
Outcomes
Proactively Reduce Complaints
Reduce your overall complaints rates by understanding complaints drivers and areas of service failure & deliver "insight to action" by having an integrated approach & communicate service improvements & plan to customers.
Build Your Learning Culture
Complaints are often multi- faceted, with more than one casual factor. Having an integrated approach to insights helps you to see the "wood from the trees" and get to the real root causes.
More Inclusive Complaints Process
Often those who need help the most are least likely to ask for it. Make sure that your complaints process is equitable for all service users, including those who are most vulnerable.
Evidence Compliance
By providing you with a closed loop audit process which links complaints, insights, service improvement plans and combines tenant scrutiny, post implementation - TIA+ enables you to demonstrate compliance.