Unlock the Door to
Better Tenant Support.

Vulnerable tenants are among the least likely to feel heard or understood, making vulnerability support a critical priority for every Housing Association.

We work closely with front-line teams, vulnerability leads and compliance & training managers to improve their team’s approach to tenant vulnerability, and stay ahead of compliance.

Why our work matters Download the FREE toolkit

Why it matters right now.

In the housing sector, things are changing fast. According to the latest analysis from the Regulator of Social Housing (RSH), nearly half a million tenants shared feedback on how they feel about their landlord’s performance – safety, repairs, fairness, complaint-handling and more.

The results show that while many landlords are doing well in repairs, safety and fairness, complaint-handling and vulnerability support remain major pressure points.

How we help Send us a message

Key findings:

  • While most tenants in low-cost rental accommodation are satisfied with their overall service, 18% report being dissatisfied.*
  • Only 36% of tenants are satisfied with how complaints are handled.*
  • Shared owners report much lower satisfaction (48%) than other social housing tenants.*
  • Tenants with a long-term illness or disability report significantly lower satisfaction with their housing than other social renters – highlighting a critical link between vulnerability awareness, communication, and satisfaction.**

*The Regulator of Social Housing **English Housing Survey 2023 to 2024

How we help.

We work with Housing Associations and supported-living providers to improve overall tenant experience, get ahead of compliance, and empower teams with the skills and confidence they need every day.

When vulnerable tenants feel unheard

We’ll train your teams on how to identify vulnerability and provide confident, compassionate support.

When regulations feel overwhelming

You’ll receive clear, practical guidance on RSH Consumer Standards and consumer regulation.

When complaint volumes rise

We’ll provide training that helps staff de-escalate difficult conversations and formal complaints.

When teams need more support

We’ll help you embed a culture of genuine empathy and wellbeing-focused service.

Download the FREE toolkit Send us a message

“The session was highly informative and engaging, with clear, practical guidance that I can apply in my day-to-day interactions. The content was well-structured, and I particularly appreciated the focus on the tools and materials we can take away to use in our customer interactions and keep revisiting – keeping the skills fresh which helped bring our conversations to the next level.”

– Kristian E

New Regulatory Responsibilities for Social Landlords
OFGEM GSoP & Heat Network Registration.

From 27 January 2026, social landlords operating heat networks will come under OFGEM regulation, including the new Guaranteed Standards of Performance (GSoP).

This introduces new requirements around:

  • communicating outages

  • supporting vulnerable tenants

  • compensation rules

  • customer standards

  • complaints handling

  • service reliability

Why Housing Associations Choose Us:
  • We translate regulatory requirements into practical behaviour, not dense policy.
  • We specialise in helping you identify potential customer vulnerability – a critical part of GSOP.
  • Our tools, training and pathways lead to improved tenant trust, service consistency, and compliance confidence.
  • We support teams across housing management, customer service, estates, complaints and repairs.
Join the next Q&A Get support

The Tenant Support Toolkit.

A collection of expert resources designed to help your teams create safer, more supported tenant journeys, from first contact to follow-up.

Toolkit includes:

Checking Tenant Understanding

A step-by-step framework to ensure your messages land clearly, helping tenants make informed decisions and reducing complaints.

Insight Report

Learn how to identify early warning signs of risk, plus a bonus self-assessment to help your organisation benchmark its current approach.

Tenant Personas

Unique tenant profiles to help your teams recognise diverse needs, communication styles, and potential risk factors.

Spotting the Signs of Domestic Abuse

Practical indicators and conversation tips for staff to identify, respond, and signpost sensitively and safely.

Download here


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Prefer to speak to us?

Click above to book a free, no obligation 30-minute discovery call with an expert in tenant vulnerability.