Linking Customer Insight and Tenant Engagement

Explore the benefits of using customer feedback and customer journey mapping techniques. Work with tenant volunteers using your results to co-create value for money services.

A joint event hosted by TLF Research specialists in customer experience measurement and improvement and Tpas experts in tenant engagement.


All housing professionals working to achieve effective services in a challenging climate.

The event will explore:

  • what journey mapping is and why it’s a useful tool in social housing;
  • journeys to map in social housing and where to start;
  • how to engage colleagues and residents in the process;
  • research methods to produce the map – focus groups, consultations, interviews;
  • how to produce the map – what to include, what not to include;
  • supporting colleagues and residents to understand and use the map;
  • using the map to recalculate the journey, drive improvements, create efficiencies & maximise revenues;
  • techniques to involve tenant and resident volunteers to co-create, test and monitor the new journey;
  • common challenges & pitfalls to avoid.

By attending this event you will

Gain a better understanding of customer insight techniques for journey mapping and how these can be used with tenants to co-create services. Explore how links and joint working between performance, insight and enganement teams can lead to improved services, outcomes from involvement and value for money approaches.



Thu 24th Nov 2016, 9:15am - 12:30pm

Venue Details


City Centre, Manchester, ., .


Event Contact

Name: Tpas Training Team


Phone: 0161 868 3520

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