Are You Compliant?
Do you really understand who lives behind the doors of the property that you rent out ?
Often a lack of systems integration, combined with poor and incomplete data stops Landlords from really understanding their customers. Our engagement tools help you gather tenant information to create a "golden record" of each tenant, enabling you to understand their diverse needs, including those arising from protected characteristics, language barriers, and additional support needs, as well as their engagement preferences. Understanding that people change over time, the solution dynamically manages this data.
Are you providing a wide range of tenant opportunities to influence & scrutinise policies & services?
Social Landlords must now support the diverse needs of their tenants in both establishing & implementing tenant led activities for influence & scrutiny as well as providing a wider range of meaningful engagement opportunities. Our platform drives more inclusive engagement through personalisation & provides real metrics on engagement inclusivity, allowing you to reach out to under-represented groups to "level-up" engagement. Our dashboards enable you to see at a glance how effective your engagement mechanisms are working.
Do your tenants know how to use your services, what to expect & how to hold you to account?
Our solution improves your overall communication by mapping the information needs of your tenants to their customer journey, along with the inclusive promotion of engagement opportunities open to them, whilst at the same time providing a detailed audit trail to support you in any inspections futher down the road.
Angela Holden, Director of Regulatory Engagement RSH - Lessons learned from pilot inspections
“Being able to evidence outcomes and compliance matters, not just policies & procedures."
How We Support You In Complying
Our engagement platform supports your compliance with the TIAS standard & is designed to integrate with your existing IT estate quickly and easily, allowing you to close your engagement compliance gaps.
Beyond Policy- Evidence Based Outcomes
The Regulator has made it clear to Social Landlords that being able to evidence outcomes & compliance matters & that policies & procedures alone are not enough. Our solution maps the individual compliance requirements of the Transparency, Influence & Accountability Standard to ensure that you are not only compliant , but that you have a clear audit trail of compliance to support you during a Regulator Inspection.
Collecting Good Quality Data About Your Tenants
It is now a requirement to have "good" data on your tenants as well as you housing stock. You should know who they are & what additional needs they have to tailor engagement & services. We enable you to build up a more complete picture of your tenants & where you don't have data, we gather whilst at the same time explaining to tenants the importance of the data, how it will be used and what the benefits will be to the individual tenant.
Providing Clarity of Reporting, Oversight & Accountability
Our platform is data driven & delivers actionable insights into all aspects of Tenant engagement, whilst also measuring engagement rates & engagement inclusivity, allowing you to perform engagement outreach to hear more diverse voices. Our configurable dashboards provide evidence based metrics build on auditable data to ensure that there is real oversight & accountability based on outcomes.
Effectively Using Performance Data To Improve Services
As well as collecting performance data, we also help you to put the data to use, by helping you understand the data and transforming it into actionable insights which can drive Policy, Co-Creation & Service improvement.
Embedding Engagement Into Systems & Processes
We embed engagement into the customer journey, providing you with data and metrics to prove that your customers are at the heart of everything you do. By having a process driven approach to engagement, more voices can be heard, more customers helped and better. more tailored services delivered.
Have you involved your tenants in service improvement & do you effectively communicate your performance?
As well as collecting & reporting on your TSM's, the consumer standards require you to evidence how you have taken tenant views & complaints into account to improve services, information and communication, as well as publishing an improvement plan where required. We help you embed tenant involvement & feedback throughout the customer journey, allowing you evidence that engagement really matters to you and is embedded into your systems & core processes.
Benefits
Compliance Assurance
We map compliance with the TIAS consumer standards to make sure that you have data to evidence compliance with each individual requirement.
Look After Your Vulnerable Customers
Understand the needs of the most vulnerable & make sure that they have equitable access to services. Reach out to "silent voices" & make support more accessible.
Embedded Engagement
Do more with less; our engagement automation capabilities help you comply and free up front line staff to better support those tenants most in need.
Protect Your Reputation
Avoid the reputational damage & publicity from a regulator inspection that finds serious or very serious failings & the enforcement action that follows. Aim for a C1 rating & show your customers that they are in safe hands.