This session will look at the learnings from the first round of Tenant Satisfaction Measures (TSMs) under the regulator of social housing’s consumer regulation and early experience from the new consumer standards. Speakers will highlight examples of good practice and their experience of the new regime, alongside the wider learning from the consumer standards pilots. 

• Understanding TSMs, difference to transactional surveys and how they are driving improved performance 
• The importance of data, especially around tenant demographics, stock condition survey data and systems integration 
• What the new regime means for wider social impact
• How different methods of customer insight are informing decision-making 
• What does the regulatory environment look like for small providers and local authorities?