We’re clearly advocates for good communication, but the Tenant Satisfaction Measures (TSM) report by the Regulator of Social Housing further highlighted the importance of effective communication across the housing sector.
While most tenants in England (over 70%) are satisfied with their landlord’s service, there’s still significant room for improvement, particularly in how complaints are handled, which one in five tenants were reportedly not satisfied with.
So what are the key things for landlords to consider to improve their communications?
The role of trust in resident relationships
Trust is the core of any positive relationship. When residents trust their landlord, they’re more likely to be satisfied with the services provided. The TSM report suggests that satisfaction is strongly linked to the quality of repairs and maintenance services. So, by demonstrating a commitment to providing timely and effective repairs and building trust through communication, landlords can significantly improve tenant satisfaction.
Strategies for building trust
To build trust, providers should prioritise open and honest communication.
Be transparent about decisions, even when delivering difficult news. Show empathy and understanding when residents express concerns or complaints. Respond to inquiries promptly and professionally. Keep people informed about important issues such as maintenance, rent increases and policy changes.
Addressing concerns and complaints
Effective complaint handling is crucial for building trust, especially as only one-third of affected residents were reportedly satisfied with how their landlord handles complaints.
Landlords should acknowledge complaints promptly and reassure residents that their concerns will be dealt with. Conduct a thorough investigation into the complaint and keep everyone updated on progress. Resolve issues fairly and quickly, and use complaints as an opportunity to improve services and processes.
By demonstrating a commitment to resolving issues and addressing concerns, landlords can strengthen their relationship with tenants.
The power of empathy
Empathy is a powerful tool for building trust. By putting yourself in the resident’s shoes, you can better understand their needs and concerns. Show empathy by actively listening, acknowledging their feelings and taking steps to resolve their issues.
Clear and concise communication
Clear and concise language is essential for effective communication. Avoid using jargon or acronyms and complex words or phrases. Be sure to tailor your message to your audience and use visuals to enhance understanding, if possible. Also, be mindful of accessibility or alternate format and language needs, as inclusivity and awareness of individual requirements will further improve trust.
Leveraging technology
Technology can be a powerful tool for improving communication. Resident portals, mobile apps and social media can be used to share information, answer questions and gather feedback. By using technology effectively, providers can enhance communication and build trust with tenants.
It’s clear that social housing providers need to continue to improve communication to build trust with residents and ultimately enhance tenant satisfaction. By addressing the concerns raised in the TSM report as well as their own resident assessments, and prioritising transparent communication, landlords can ensure that their tenants feel valued and respected.
If you’d like to chat about building trust through your communication strategy and channels, drop us an email at hello@see-media.co.uk.
Jade Ziola-Sammons is an Account Director at See Media
