Social housing providers are entrusted with creating sustainable, supportive communities and meeting stringent standards set by the Regulator of Social Housing. Achieving high scores against the Tenant Satisfaction Measures (TSMs) requires operational efficiency and service standards underpinned by exceptional people skills. These skills are the cornerstone of building trust, fostering positive relationships and ensuring tenants feel valued and respected. From our extensive work in the social housing sector, we understand the key skills that are required. Appropriate training, coaching and mentoring can ensure all involved in service delivery to tenants have the confidence and capability to provide the service that tenants value.  

 

1. Empathy and active listening 

At the heart of tenant satisfaction is an understanding of their needs, challenges and expectations. Empathy allows housing professionals to connect with their customers, showing genuine care for their concerns before quickly moving on to the positive action required. Active listening goes hand in hand with empathy. By attentively hearing what tenants say – without interrupting or making assumptions – means that all involved in supporting tenants can demonstrate respect and build trust. This approach helps tenants feel valued and ensures that their feedback shapes housing services. 

2. Effective communication

Clear, transparent communication is vital to maintaining tenant trust and confidence. This means delivering information about policies, services and updates while also explaining decisions in a way that tenants can understand. Avoiding jargon and tailoring messages to diverse audiences ensures inclusivity. Additionally, strong communication skills foster a two-way dialogue where tenants feel comfortable raising concerns and providing feedback which is essential for continuous improvement. 

3. Conflict resolution and problem-solving 

Housing professionals must be skilled in de-escalating tensions, mediating disputes and finding fair, practical solutions. Social housing often involves addressing sensitive issues such as maintenance delays, antisocial behaviour or rent arrears. These situations can escalate if not handled with care. By resolving conflicts calmly and fairly, providers can ensure these do not escalate and are managed in a way that is acceptable to all concerned while building trust. 

4. Cultural competence and inclusivity 

Social housing tenants come from diverse backgrounds including different cultures, languages and life experiences. Cultural competence – the ability to understand, respect and interact effectively with people from varied backgrounds – is essential for creating a welcoming and inclusive environment. Tailoring services to meet the unique needs of different tenant groups ensures that all feel included, leading to higher satisfaction levels. 

 

5. Adaptability and resilience 

The dynamic nature of social housing means that circumstances can change rapidly, whether due to policy shifts, economic pressures or tenant needs. Housing professionals must remain adaptable, open to change and resilient in the face of challenges. A flexible approach ensures that tenant services remain responsive and effective, even in unpredictable situations. 

6. Collaboration and teamwork 

Tenant satisfaction is often achieved through collective efforts of several people in the organisation as well as with the tenant. Effective collaboration across departments, with external partners, and with tenants themselves is critical. Housing professionals need to be team players who value diverse perspectives and work collectively towards shared goals. This spirit of cooperation ensures a seamless service experience for tenants. 

7. Commitment to continuous improvement 

Meeting TSMs is, of course, an ongoing process. Housing professionals are committed to learning from tenant feedback, industry best practices and their own experiences. A mindset open to feedback and making a difference, fosters innovation and ensures that services evolve to meet tenants’ changing needs. 

To excel in the social housing sector and achieve high TSM scores, people skills are as important as operational expertise. Empathy, communication, conflict resolution, cultural competence, adaptability, collaboration and a commitment to improvement are key attributes that enable housing professionals to meet tenants’ needs effectively. By investing in these skills, social housing providers can create stronger communities, enhance tenant trust and fulfil the expectations of the Regulator of Social Housing. 

Book a call to learn how MGI’s Mindset, Language & Actions Toolkit, combined with our 20-year experience in the Social Housing sector, can help your teams to thrive and consistently provide service excellence and achieve high Tenant Satisfaction Measure scores. 

Read our latest articles

Explore our latest blogs, written on topics to help you and your people thrive at work.

Pathway to thriving and success: building your team’s resilience   

As today’s workforce navigates a dynamic environment, the need for skills that enhance wellbeing, resilience and optimism is an important priority. By focusing on their people’s needs, leaders can provide tools to empower their teams with confidence and resilience. This foundation strengthens collaborative efforts, fostering productive and positive workplaces that drive both individual and organisational […]

Discover

Mastering three vital customer service skills in frontline financial services 

Working within the financial sector around the world has demonstrated to us at MGI the importance of three key customer service skills for all in the frontline to master. To create positive customer experiences, build trust, and retain customers requires an excellent balance of both people and technical skills and knowledge. Whether it’s handling a […]

Discover

The fundamental people skills needed by managers and leaders  

Effective leadership and management are built on a solid foundation of people skills. Wherever an individual sits in an organisation, the ability to communicate respectfully, take ownership, focus on solutions and contribute positively to the organisation is paramount. These essential skills define how managers lead, inspire and collaborate with others and fostering them will lay […]

Discover

Building optimism as part of your customer service ethos  

Optimism is a fundamental characteristic that shapes how service givers interact with customers, solve problems and contribute to the overall success of an organisation. Optimism fuels a positive outlook, encourages creativity in problem-solving and builds trust with customers. It empowers service givers to approach challenges as opportunities, ensuring that customers always feel heard, valued and […]

Discover

5 ways to improve customer care in your organisation 

Knowing that service-givers in an organisation care about their customers and work diligently to do their best for them is an important factor in delivering service excellence. Therefore, a clear focus on customer care should be at the heart of any organisation. Delivering exceptional service strengthens relationships while boosting customer loyalty and satisfaction. To truly […]

Discover

Empathy in Customer Service: Strategies for handling challenging situations 

Empathy is essential in customer service, as it helps build trust and ensures customers feel heard and valued. In our discussions with customers, there is a strong desire and need to help service givers professionally express empathy. Showing empathy is a vital service skill and can turn a negative experience into a positive one. Below […]

Discover

Pathway to thriving and success: building your team’s resilience   

As today’s workforce navigates a dynamic environment, the need for skills that enhance wellbeing, resilience and optimism is an important priority. By focusing on their people’s needs, leaders can provide tools to empower their teams with confidence and resilience. This foundation strengthens collaborative efforts, fostering productive and positive workplaces that drive both individual and organisational […]

Discover

Mastering three vital customer service skills in frontline financial services 

Working within the financial sector around the world has demonstrated to us at MGI the importance of three key customer service skills for all in the frontline to master. To create positive customer experiences, build trust, and retain customers requires an excellent balance of both people and technical skills and knowledge. Whether it’s handling a […]

Discover

The fundamental people skills needed by managers and leaders  

Effective leadership and management are built on a solid foundation of people skills. Wherever an individual sits in an organisation, the ability to communicate respectfully, take ownership, focus on solutions and contribute positively to the organisation is paramount. These essential skills define how managers lead, inspire and collaborate with others and fostering them will lay […]

Discover

Building optimism as part of your customer service ethos  

Optimism is a fundamental characteristic that shapes how service givers interact with customers, solve problems and contribute to the overall success of an organisation. Optimism fuels a positive outlook, encourages creativity in problem-solving and builds trust with customers. It empowers service givers to approach challenges as opportunities, ensuring that customers always feel heard, valued and […]

Discover

5 ways to improve customer care in your organisation 

Knowing that service-givers in an organisation care about their customers and work diligently to do their best for them is an important factor in delivering service excellence. Therefore, a clear focus on customer care should be at the heart of any organisation. Delivering exceptional service strengthens relationships while boosting customer loyalty and satisfaction. To truly […]

Discover

Empathy in Customer Service: Strategies for handling challenging situations 

Empathy is essential in customer service, as it helps build trust and ensures customers feel heard and valued. In our discussions with customers, there is a strong desire and need to help service givers professionally express empathy. Showing empathy is a vital service skill and can turn a negative experience into a positive one. Below […]

Discover

Connect with us

Ready to discover what we can do for you?

Get in touch