Tensat

Monitoring of customer satisfaction is essential to all businesses, over all services. In addition, all social landlords have a statuary requirement to report satisfaction scores every three years to DCLG or the Housing Corporation.

TENSAT is a service that provides social landlords with tenant satisfaction and performance indicator information on the service they provide. It can demonstrate that you not only meet the basic minimum requirements of the DCLG and the Housing Corporation, but that you also effectively understand your customers' service priorities, and this will assist in business planning and prioritising services for the future.

TENSAT will collect information for you to meet the minimum requirements specified by the Housing Corporation and the DCLG. However, the NHC recognises that many landlords want to go beyond providing the minimum basic information. We therefore carry out surveys using questionnaires devised in consultation with you to provide a much greater level of information and understanding of what your customer service priorities are.

TENSAT is a flexible service. It can assist those organisations that wish to perform some of the task in-house. The NHC research staff will, via advice and training, empower your own staff to confidently undertake key elements of the survey such as:

• Project planning
• Sampling
• Questionnaire design
• Developing a survey methodology
• Mailing out questionnaires
• Data entry, cleaning and analysis
• Interpretation of data
• Report writing

In addition, the NHC can offer additional services to consult with tenants and undertake Mystery Shopping and other resident training.

Further information

For any information on these or other research projects please contact natalie.hodgson@northern-consortium.org.uk