Tenancy Management Check Letter

🏠 Tenancy Management Checks – What Customers Told Us

We have been carrying out Tenancy Management Checks (TMCs) with customers for over 12 months.

A TMC visit is when a Neighbourhood Officer visits a customer at home to:

  • Talk about the home, household, and neighbourhood
  • Make sure the information we hold is correct and up to date
  • Offer support or advice where this may help
  • Build better relationships with customers

Appointments are arranged by the Neighbourhoods team and shared with customers by letter and text message.

To understand how this feels from a customer point of view, we carried out two customer surveys.


📊 The Surveys We Ran

📝 Survey 1: Tenancy Management Check Visit Survey

  • 25 customers completed this survey
  • Carried out in May 2025
  • Focused on the experience of the TMC visit

📝 Survey 2: Tenancy Management Check Appointments Survey

  • Over 100 customers took part
  • Focused on appointments, reminders, and communication
  • Looked at how easy it was to manage and rearrange appointments


💬 What Customers Said Overall

Most customers told us they had a positive experience with their Tenancy Management Check.

Many customers said:

  • The visit was clear and explained well
  • Officers were friendly, polite, and respectful
  • Appointments were generally easy to manage
  • Reminders were helpful

Some customers also shared where things could be clearer or work better.


🔍 Main Themes from Customer Feedback

👍 What Worked Well

Customers told us that:

  • The purpose of the visit made more sense once the officer arrived
  • Many valued meeting their Neighbourhood Officer
  • Email and text messages were the most popular ways to get information
  • Most people felt they had enough notice of their appointment

Customer quotes:

“It helps to finally meet my Housing Officer.”
“Everything was explained well and the visit went smoothly.”
“The officer was polite and respectful at all times.”


🤔 What Could Be Clearer

Some customers said:

  • They were not fully sure what the visit was for before it happened
  • The visit felt like a check rather than support
  • They would like clearer information about what will and won’t happen

Customer quotes:

“I wasn’t sure what the visit would involve until the officer arrived.”
“I thought it was going to be very formal, but it wasn’t.”


📅 Appointments and Flexibility

Most customers were happy with their appointment, but some said:

  • The original time did not always fit around work, health, or caring responsibilities
  • Rearranging usually worked, but not always smoothly
  • Offering more choice of dates could help

Customer quotes:

“It would help to be offered a few dates to choose from.”
“The appointment was rearranged, but the officer arrived on the original date.”


🫶 Feeling Supported

Some customers said the visit could feel worrying or intrusive if it is not explained clearly. Others felt reassured when officers took time to listen and explain.

Customer quotes:

“I thought it would be an interrogation, but it was actually relaxed.”
“Please remember you are coming into people’s homes.”


✅ What Happens Next

  • We are sharing this feedback with the Neighbourhoods and relevant teams
  • Customer views will help shape how we explain TMC visits, arrange appointments, and communicate clearly
  • Any confirmed changes will be shared with customers
  • We will continue listening to customer feedback to improve how TMCs are carried out

Thank you to everyone who shared their views.
Your feedback helps us improve how we work with you.



Tenancy Management Check Visit Letter – Survey Update

Thank you to everyone who took part in our survey about the Tenancy Management Check (TMC) visit letter.

This was the next survey we carried out as part of our work to improve how we communicate with customers about Tenancy Management Checks. The survey followed earlier feedback about TMC appointments and visits and focused specifically on the TMC visit letter.

The survey helped us understand:

  • How clear the letter was
  • How the tone of the letter felt
  • Whether the letter explained the visit and appointment clearly
  • How confident customers felt after reading it
  • What could be improved

Your feedback helps us make sure our letters are clear, helpful, and easy to understand


📊 What Happened with the Survey

  • The survey was sent to 1,792 customers
  • 40 customers completed the survey
  • The survey was open in April 2026

Customers were asked to read both the original letter and the updated letter and tell us what they thought about the changes.


💬 What Customers Told Us

Many customers said the updated letter was clearer and easier to understand. People liked the layout and said it explained the visit better.

Some customers also shared helpful ideas about how the letter could feel more supportive and inclusive.

Here are a few examples of what customers said (shared anonymously):

“The updated letter is much better and less sharp. It helps people feel more at ease.”

“I like the bullet points. It makes the letter easier to read and understand.”

“It would help to make the letter feel more friendly and reassuring.”

“Some people may need help if English is not their first language or if they struggle to read long letters.”


🔍 Key Themes from Customer Feedback

Customers talked most about:

  • Making the letter feel less formal and more friendly
  • Being clear that the visit is about support, not just checks
  • Making sure people know how to get help or rearrange appointments
  • Thinking about customers who may need extra support, different formats, or help using online services
  • Letting customers know who will be visiting their home

Many customers also said that no further changes were needed and that the new letter was already an improvement.


✅ What Happens Next

  • We are sharing this feedback with the relevant teams.
  • Customer comments will be used to inform future improvements to how we write and send letters.
  • Any changes made as a result of this feedback will be shared with customers once they are confirmed.

Your feedback helps us make sure our letters are clear, fair, and supportive for everyone.

Thank you for taking the time to share your views 💚



🏠 Tenancy Management Checks – What Customers Told Us

We have been carrying out Tenancy Management Checks (TMCs) with customers for over 12 months.

A TMC visit is when a Neighbourhood Officer visits a customer at home to:

  • Talk about the home, household, and neighbourhood
  • Make sure the information we hold is correct and up to date
  • Offer support or advice where this may help
  • Build better relationships with customers

Appointments are arranged by the Neighbourhoods team and shared with customers by letter and text message.

To understand how this feels from a customer point of view, we carried out two customer surveys.


📊 The Surveys We Ran

📝 Survey 1: Tenancy Management Check Visit Survey

  • 25 customers completed this survey
  • Carried out in May 2025
  • Focused on the experience of the TMC visit

📝 Survey 2: Tenancy Management Check Appointments Survey

  • Over 100 customers took part
  • Focused on appointments, reminders, and communication
  • Looked at how easy it was to manage and rearrange appointments


💬 What Customers Said Overall

Most customers told us they had a positive experience with their Tenancy Management Check.

Many customers said:

  • The visit was clear and explained well
  • Officers were friendly, polite, and respectful
  • Appointments were generally easy to manage
  • Reminders were helpful

Some customers also shared where things could be clearer or work better.


🔍 Main Themes from Customer Feedback

👍 What Worked Well

Customers told us that:

  • The purpose of the visit made more sense once the officer arrived
  • Many valued meeting their Neighbourhood Officer
  • Email and text messages were the most popular ways to get information
  • Most people felt they had enough notice of their appointment

Customer quotes:

“It helps to finally meet my Housing Officer.”
“Everything was explained well and the visit went smoothly.”
“The officer was polite and respectful at all times.”


🤔 What Could Be Clearer

Some customers said:

  • They were not fully sure what the visit was for before it happened
  • The visit felt like a check rather than support
  • They would like clearer information about what will and won’t happen

Customer quotes:

“I wasn’t sure what the visit would involve until the officer arrived.”
“I thought it was going to be very formal, but it wasn’t.”


📅 Appointments and Flexibility

Most customers were happy with their appointment, but some said:

  • The original time did not always fit around work, health, or caring responsibilities
  • Rearranging usually worked, but not always smoothly
  • Offering more choice of dates could help

Customer quotes:

“It would help to be offered a few dates to choose from.”
“The appointment was rearranged, but the officer arrived on the original date.”


🫶 Feeling Supported

Some customers said the visit could feel worrying or intrusive if it is not explained clearly. Others felt reassured when officers took time to listen and explain.

Customer quotes:

“I thought it would be an interrogation, but it was actually relaxed.”
“Please remember you are coming into people’s homes.”


✅ What Happens Next

  • We are sharing this feedback with the Neighbourhoods and relevant teams
  • Customer views will help shape how we explain TMC visits, arrange appointments, and communicate clearly
  • Any confirmed changes will be shared with customers
  • We will continue listening to customer feedback to improve how TMCs are carried out

Thank you to everyone who shared their views.
Your feedback helps us improve how we work with you.



Tenancy Management Check Visit Letter – Survey Update

Thank you to everyone who took part in our survey about the Tenancy Management Check (TMC) visit letter.

This was the next survey we carried out as part of our work to improve how we communicate with customers about Tenancy Management Checks. The survey followed earlier feedback about TMC appointments and visits and focused specifically on the TMC visit letter.

The survey helped us understand:

  • How clear the letter was
  • How the tone of the letter felt
  • Whether the letter explained the visit and appointment clearly
  • How confident customers felt after reading it
  • What could be improved

Your feedback helps us make sure our letters are clear, helpful, and easy to understand


📊 What Happened with the Survey

  • The survey was sent to 1,792 customers
  • 40 customers completed the survey
  • The survey was open in April 2026

Customers were asked to read both the original letter and the updated letter and tell us what they thought about the changes.


💬 What Customers Told Us

Many customers said the updated letter was clearer and easier to understand. People liked the layout and said it explained the visit better.

Some customers also shared helpful ideas about how the letter could feel more supportive and inclusive.

Here are a few examples of what customers said (shared anonymously):

“The updated letter is much better and less sharp. It helps people feel more at ease.”

“I like the bullet points. It makes the letter easier to read and understand.”

“It would help to make the letter feel more friendly and reassuring.”

“Some people may need help if English is not their first language or if they struggle to read long letters.”


🔍 Key Themes from Customer Feedback

Customers talked most about:

  • Making the letter feel less formal and more friendly
  • Being clear that the visit is about support, not just checks
  • Making sure people know how to get help or rearrange appointments
  • Thinking about customers who may need extra support, different formats, or help using online services
  • Letting customers know who will be visiting their home

Many customers also said that no further changes were needed and that the new letter was already an improvement.


✅ What Happens Next

  • We are sharing this feedback with the relevant teams.
  • Customer comments will be used to inform future improvements to how we write and send letters.
  • Any changes made as a result of this feedback will be shared with customers once they are confirmed.

Your feedback helps us make sure our letters are clear, fair, and supportive for everyone.

Thank you for taking the time to share your views 💚



  • CLOSED: This survey has concluded.

    Tenancy Management Check Appointments survey

    This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen to review the process of booking and changing Tenancy Management Check appointments. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk) Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more. 

  • CLOSED: This survey has concluded.

    Tenancy Management Check Appointments

    This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen to review the process of booking and changing Tenancy Management Check appointments. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk) Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more.