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Course Details
This all new online course will be available from 1st October 2025. There is limited availability for this start date, so please book now to secure your places. Find out everything you need to know about the course below.
What Does The Course Cover?
Chapter 1 - Purpose of Tenant Satisfaction Measures
The regulatory context and benefit to tenants
A mixture of tenant perception questions and management information
Chapter 2: What are the Tenant Perception measures?
How the Tenant Perception measures were designed
What they do and don’t cover
Getting a rounded view of tenant experience
Chapter 3: How the survey works
Representative responses
How survey method and frequency impacts
Chapter 4 - Inviting the right mix of tenants to take part in the survey
Census versus sampling
Considerations for a representative sample
What happens if people don’t respond?
Chapter 5 - What is data weighting and when to use it?
Adjusting for under-represented groups
How adjusting affects the results
Chapter 6 - How the data is used and shared
Reporting to the regulator
Sharing results with all tenants
Comparing landlord performance
Chapter 7 - Scrutinising your landlords performance in TSM.
Things to ask about the survey method
How do you check it’s representative?
Understand the plans for sharing and acting on results
How are tenants involved?
What’s changing as a result?
Chapter 8 - Next steps for further scrutiny
Linking TSMs to wider scrutiny and service improvement
Agreeing follow-up actions
Why Enrol Tenants on This Course?
Improve your tenants’ data skills to increase their confidence when scrutinising your TSM results
Help tenants see that your TSM process is robust
Demonstrate to the Regulator you are committed to transparency on how you are performing
Although designed for tenants, housing colleagues are welcome to attend with or without tenants
Structure of the course
The course consists of 8 chapters; each consisting of video lessons, activities, and quizzes.
Each chapter contains roughly 10-20 minutes of video lessons and combined with the other learning content, the course should take around 2-3 hours to complete.
Once delegates have started the course, they will have access to all the chapters and complete these in their own time.
There will be a certificate of completion available once they have finished the course.
Enrolment Process
This course will be available from 1st October 2025.
Once you have purchased the course and we have received your delegate details, delegates will be enrolled on a date of your choosing. We’ll confirm the start date with you prior to enrolment and send a confirmation when learners have been enrolled.
Delegates will be sent all the information they need to access the course and get started. Once delegates have been enrolled, they will have 6 months access to the course.
We will provide confirmation when delegates have completed 100% of the course.
By booking a course on behalf of someone else you are agreeing to share personal information and agree to our online training Terms and Conditions and our Privacy Policy.
How do I book?
This course is £155 (+VAT) per delegate.
Book online using our secure checkout by completing the delegate details above and adding the course to your basket (you will need to add in the delegate details before you can add to basket).
Get in touch if you would like to speak to us about alternative payment methods or for larger group bookings. A 20% discount is available when booking 4 or more delegates at the same time.
Get in touch
Get in touch to find out more about our training courses, group discounts and our in-house training offer. Our training and events can help you develop your knowledge and skills on a wide range of customer research and insight subjects.
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