Tenant Satisfaction Measures add a whole new dimension to the landlord’s responsibilities to their residents. The stated aim of the program is to “rebalance the relationship between residents and landlords” in a way that emphasises the voice of the customer.

Wordnerds, now in partnership with HACT, provides a cloud-based text analysis software that helps housing associations listen more closely and effectively to residents. Whether it’s surveys, live chat, complaints, emails, or call centre transcripts — if there’s words, we’re your nerds.

Housing associations use Wordnerds to:

• Improve tenant satisfaction
• Find new and emerging trends among residents
• Evidence poor contractor behaviour
• Achieve consistency across courts/neighbourhoods
• Prevent escalations to the ombudsman

Wordnerds has set out to create a platform that allows organisations to hear every voice they are listening for. In the case of housing associations, this is particularly vital. With mounting regulatory pressure and the highest of stakes if something is missed, it is crucial that housing associations hear everything their residents tell them.

Working with multiple large housing associations has allowed Wordnerds to develop a bank of language models, trained on UK housing data, that enable insights professionals to skip the reading-through-spreadsheets part of their day and get straight to making data-backed recommendations to their organisations.