Solution
Tenant satisfaction, improved and evidenced in your TSMs
Satisfaction follows from repairs done once, calls answered and complaints handled properly — so measure the operations, not just the perception.
- 35%happier tenants
- LiveTSM calculation
- Everycomplaint theme surfaced
- 40%fewer repair calls
The measures follow the operations
Operational TSMs calculated live
Repairs, complaints and compliance measures come straight from operational data rather than being assembled before submission.
Perception explained by operations
When a perception score moves, the operational data behind it is available to explain why rather than to speculate.
Complaint themes surfaced
Root causes recorded structurally turn complaints into service change instead of an annual summary.
Recovery before dissatisfaction
Cases drifting — missed appointments, repeat repairs, slow responses — surface while they can still be recovered.
What Propsys360 covers for tenant satisfaction
- All Tenant Satisfaction Measures definitions
- Operational measure calculation from live data
- Perception survey data import and analysis
- Complaint theme and root cause reporting
- Repeat repair and first-time-fix tracking
- Contact centre and response time measures
- Service recovery case flagging
- Segment analysis by scheme, patch and tenure
- Board and regulator TSM submission
- Year-on-year trend reporting
How it works
The path from first conversation to live running, and what happens at each step.
Baseline honestly
Current operational and perception performance is established from real data before any target is set.
Fix the drivers
Repairs first-time-fix, complaint handling and response times are where satisfaction is actually won or lost.
Measure continuously
TSMs calculate as work happens, so performance is visible monthly rather than annually.
Explain and act
When a measure moves, the operational detail behind it is available to act on rather than to guess at.
Before and after: tenant satisfaction
Every system demonstrates well. What matters is the difference in an ordinary working week — the steps that disappear, the chasing that stops, and the questions your team can answer on the spot instead of promising to look into it.
| Today | With Propsys360 |
|---|---|
| TSM results explain what happened, months later. | The drivers are visible while there is still time to act. |
| Satisfaction is measured but not connected to service failure. | Scores link back to the repairs, complaints and contact behind them. |
| Improvement plans rest on anecdote. | Themes come from the whole caseload, not the loudest cases. |
What moves the measures that are published
Housing runs on specifics — statutory timescales, tenure types, the return that has to be filed next month. This is the detail that decides whether a system survives contact with your operation, and the reason a general-purpose platform usually cannot.
- TSM calculation and submission-ready output
- Repairs first-time-fix and appointment reliability
- Complaint handling within Code timescales
- Resident self-service and update visibility
- Contact centre resolution at first contact
- Damp, mould and hazard responsiveness
- Perception survey capture and analysis
- Theme and root-cause reporting
More of the platform
Each part of Propsys360 works from the same tenancy, property and person record, so nothing is re-keyed and nothing drifts out of step. Most providers start with one or two and add the rest as their existing contracts end.
Integration Platform & Tools
Fits what you already run
Propsys360 connects to the housing, finance, field and compliance systems you already use, orchestrates the processes between them, and replaces the legacy platforms you want to leave behind.
- Microsoft and data
- Finance and payments
- Repairs and contractors
- Residents and compliance
Trusted housing technology for housing associations, councils and public-sector landlords
- 557KTenants supported
- 1.5M+Repairs managed
- £57M+Repairs processed p.a.
- 4.75MCustomer cases
- 500KArrears cases managed
- G-Cloud 15 Supplier
- Microsoft Solutions Partner
- Cyber Essentials Plus Certified
- Cyber Essentials Certified
- ISO 9001
- ISO 27001
- ISO 20000-1
- ISO 14001
The difference it makes
Source: Results reported by housing providers using Propsys360; illustrative where stated. Individual results vary.
What housing providers say
Named people at named organisations, in their own published words.
“We realised that we had a gap around the golden thread of data, in terms of the availability and accessibility of the data we held in seventeen different systems… That meant colleagues could immediately see all non-compliant properties.”
Jake Le Page Head of Building Safety Regulations Notting Hill Genesis
“Neo brought strong Dynamics 365 expertise, worked collaboratively with our internal teams and applied Microsoft best practice within a live operational environment… We would be pleased to recommend them as a Microsoft Dynamics 365 partner within the housing sector.”
Wayne Human Head of IT Change Sage Homes
“The successful deployment of this solution has significantly increased transparency and improved the operational efficiency of our contact centre, allowing us to deliver greater value to our customers.”
Philip Wragg Infrastructure Programme Manager
“The Neo Technology model allows us to scale our development capacity, accelerating our transformation programmes while future-proofing our business, while achieving substantial industry cost savings.”
Group CIO Notting Hill Genesis
Proof from housing providers
Frequently asked questions
Does this calculate all the TSMs?
It calculates the operationally derived measures directly. Perception measures come from your tenant survey, and the platform holds both together for submission.
Can we see satisfaction by scheme or patch?
Yes. Measures segment by scheme, patch, tenure and archetype, which is where actionable differences usually show.
How does it help with complaint themes?
Root causes are recorded structurally rather than in free text, so themes aggregate across cases automatically.
Will it show which repairs drive dissatisfaction?
Yes. Repeat repairs, missed appointments and long-running jobs correlate strongly with satisfaction and are reported directly.
See your TSM position calculated live
Thirty minutes on your operational data showing how your TSMs would calculate and what is driving them.