Performance Information
TIA+ covers the core requirements of collecting your TSM data and communicating TSM performance to tenants. Given the channel bias between digital & telephone, many providers are using third parties to conduct their TSM surveys & the solution integrates this data & other transactional data (complaints, repairs feedback surveys) to provide you with an overall picture to drive informed service improvement and improve how you communicate with your customers.
Integrate & Understand Your Performance & Insight Data
The solution has a built in BI capability which integrates external sources of data & enables a "story telling" approach to sharing your insights & improvement plans with the business & tenants. With many Landlords using third parties to gather TSM data & transactional feedback data often being held across multiple systems, being able to combine & triangulate these different data sources has been highlighted as a key deliverable by the regulator.
Evidence How The Tenant Voice Drives Improvement
TIA+ enables you to "tell your story" of how you have taken tenant views, complaints, TSM data & embedded actionable insights to drive tenant led, data informed service improvement that also builds in understanding diverse need to further inform service design. By evidencing a strategic & holistic approach to service improvement, you can go beyond simply communicating "you said, we did".
Promote Your Positives & Improve Sat. Scores
Communicate your service improvement plans & promote your positives by communicating the tenant led improvements that you have made. Personalised comms provide targeted information to tenants depending on their areas of service dissatisfaction & opt in choices (e.g. ASB focused if this is their concern) & can be localised to increase relevance in areas such as how you are "making positive contribution to neighbourhoods" (TP11). By having a "marcomms" approach - resident perceptions can be changed and satisfaction & TSM scores increased.
Outcomes
"Triangulate" Your Data & See The Big Picture
Deliver data driven & insight driven tenant led service improvement, by leveraging all actionable insight & performance data, combined with a deeper understanding of what it means, avoiding the "data rich information poor" paradigm.
More Effective Customer Comms
Bridge the communication gap. Link your engagement plan with your overall comms plan and develop a content strategy that is both localised & personalised which promotes your positives & demonstrates that your are listening.
Improve Satisfaction & TSM Scores
Develop clear strategies to improve TSM scores by understanding & segmenting the root causes of the dissatisfied, communicating better with the "inbetweeners" (those who are neither satisfied or dissatisfied) & promoting plans for further improvement to the satisfied.
Evidence Compliance
Evidence compliance to the regulator and show that you have gone beyond the requirements of the TIA standard.