Regulatory Survey Management
A tenant engagement software must support the structured delivery of TSM and STAR surveys.
This includes:
- Configurable TSM-compliant templates
- Tenant segmentation controls
- Automated distribution schedules
- Response rate tracking
- Secure data storage with audit trails
- Export-ready regulatory reporting
This removes reliance on manual survey cycles and reduces compliance risk.
Transactional Feedback Automation
Beyond annual perception surveys, an engagement software should capture real-time service feedback.
Typical use cases include:
- Post-repair satisfaction
- Complaint resolution feedback
- Estate services monitoring
- Safety inspection follow-ups
- Damp and mould case tracking
Automating these touchpoints creates continuous service visibility rather than annual snapshots.
Structured Reporting & Insight
Raw responses are not insight; the platform must convert survey data into structured outputs such as:
- Service-level dashboards
- Regional performance comparisons
- Trend tracking over defined reporting periods
- Board-ready summaries
- Data exports for regulator submission
Without a built-in reporting capability, teams revert to spreadsheets — reintroducing manual risk.
Automated Communication Workflows
A tenant engagement software should allow controlled communication journeys.
This includes:
- Survey invitations and reminders
- Appointment confirmations
- Targeted campaigns
- Trigger-based engagement sequences
Automation ensures consistency while reducing call centre dependency.
System Integration
Engagement data should not sit in isolation.
A tenant engagement software must integrate with:
- Housing management systems
- CRM platforms
- Repairs systems
This allows feedback to be tied to tenancies, cases, and service records, creating a full operational view of engagement performance.
