Employees and Tenants
Finance and Housing
Case Study
Lloyds Living
High engagement and fantastic customer service in a high growth, fast-paced environment
As part of Lloyds Banking Group, Lloyds Living is committed to delivering high quality housing and support to renters and first-time buyers
The Challenge
Lloyds Living started working with Ten Space shortly before joining the much larger Lloyds Banking Group.
As a fast-moving and rapidly growing business, Lloyds Living moving into a regulated space, Lloyds Living asked Ten Space to help gather data during the major changes in their business that would help improve performance, enhance retention of both their tenants and workforce and to help ensure they meet the regulatory commitments faced as a housing provider.
Ten Space's ability to offer a flexible and custom approach that would let Lloyds Living survey their employees and tenants in a simple way won the leadership over.
The Solution
Ten Space's flexible platform and approach and customer success guaranteed the right insight at the right time.
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Tenant experience tracking
Delivery of regular tracking of tenant experience at key lifecycle stages, including after moving in, out and other major events
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Tenant Satisfaction Measures surveys
To meet the regulatory requirements, surveying and tracking TSMs inline with legal requirements on an ongoing basis to allow early course-correction
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Bespoke questions for the team
Based on industry best-practice knowledge and close collaboration between Ten Space and Lloyds Living to ensure the perfect fit
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Instant results and insights
Custom dashboards to surface trends effectively, along with regular expert support. Visually easy to understand the feedback from both employees and tenants
Testimonial
" We’re really pleased with the simplicity of it, but also impressed the richness of the data. We really see the value in this! "
Kim Jiggens | Senior Business Manager
Lloyds Living
The Results
Regulatory Needs Met
Met the need to collect Tenant Satisfaction Measures
Tenant experience improved
Tracked improvements in tenant experience
Improved processes
Gathered data fed back to success managers to improve tenant outcomes
Culture
Uplifted workplace culture
Increased trust
Increased trust through anonymous feedback process for employees
Action plan
Feedback resulted in action plans agreed with managers
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