What are transactional surveys in housing?

Transactional surveys in housing are short feedback surveys sent to tenants immediately after a specific service interaction - such as a repair, maintenance visit, complaint resolution or tenancy sign-up. Unlike periodic satisfaction surveys, transactional surveys capture feedback in the moment, giving housing associations accurate, real-time data on service quality and tenant experience at every touchpoint.

How do transactional surveys support TSM compliance for housing associations?

The Regulator of Social Housing's Tenant Satisfaction Measures require registered providers to collect and report on tenant satisfaction data annually. Transactional surveys are the most effective way to gather the post-interaction feedback that feeds directly into TSM reporting - capturing data on repairs, complaints handling and tenancy management at the point of experience, providing a consistent and auditable evidence base for regulatory submission.

What is the Regulator of Social Housing's requirement for tenant feedback?

The Regulator of Social Housing introduced Tenant Satisfaction Measures in 2023, requiring all registered providers in England to collect data on tenant satisfaction across a range of service areas and report this to the Regulator annually. Housing associations must demonstrate they are actively listening to tenants, acting on feedback and improving services - making a structured transactional survey programme a regulatory necessity rather than an optional exercise.

How does Orlo's transactional survey platform work for housing associations?

Orlo's transactional survey platform connects directly to your housing management system via API or secure SFTP file upload, triggering surveys automatically following completed service interactions without adding manual effort for your team. Surveys are sent to tenants via SMS or email at the moment most relevant to their experience, with responses feeding into dashboards that can be filtered by service type, location, team or any other metadata field relevant to your organisation.

What service interactions can transactional surveys be triggered by?

Orlo's transactional surveys can be triggered by any completed service interaction, including responsive repairs, planned maintenance visits, complaint resolutions, tenancy sign-ups, contact centre interactions and estate management visits. The workflow engine connects to your housing management system so surveys are sent automatically without manual intervention from your team.

Can transactional surveys be sent by SMS and email?

Yes. Orlo supports multi-channel survey delivery, allowing housing associations to send transactional surveys via SMS for high-response interactions such as responsive repairs, and via branded email for more detailed service feedback. This flexibility helps housing teams reach tenants through the channel most likely to generate a response for each type of interaction.

How does Orlo help housing associations act on transactional survey feedback?

Orlo's dashboards present transactional survey results in real time, filterable by service type, location, team or any metadata field from your housing management system. Qualitative feedback is analysed alongside satisfaction scores, helping housing teams identify specific service areas for improvement, compare performance across teams or contractors, and demonstrate to the Regulator of Social Housing how tenant feedback is being used to drive service improvement.

Is Orlo's transactional survey platform secure and compliant for UK housing organisations?

Yes. Orlo is built to enterprise security standards with UK data residency, meaning all tenant data is stored on UK-based servers. Orlo is ISO 27001 certified and Cyber Essentials Plus accredited, supporting housing associations in meeting their data protection and regulatory obligations under UK GDPR and the Regulator of Social Housing's consumer standards.

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Transactional surveys for housing associations and registered providers

Capture tenant feedback at every service touchpoint and turn it into the insight your TSM reporting needs.

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Orlo transactional surveys

Housing associations operate in high-accountability environments where tenant satisfaction, regulatory compliance, and service performance are under constant scrutiny. Capturing accurate, real-time feedback from tenants is essential to improving services, strengthening trust, and meeting consumer standards.

Orlo provides a transactional survey platform designed specifically to help UK housing organisations gather actionable feedback after key service interactions, from repairs and maintenance to complaints handling and tenancy support.

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Capture feedback in the moment it matters most

Ensure you capture the voice of your tenants at the moment it matters most, immediately following service delivery. Whether it’s a responsive repair, a planned maintenance visit, a tenancy sign-up, or a contact centre interaction, automate feedback collection without adding administrative burden to your housing teams.

By collecting feedback straight after an interaction, housing providers gain a more accurate picture of tenant experience and service quality while the details are still fresh.

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How Orlo automates transactional survey collection for housing teams

Orlo uses a workflow engine to connect your housing management systems directly to our survey platform, embedding feedback into your existing operational processes.

Triggered by you
Surveys can be sent instantly via API calls following a completed repair or service request, or through secure SFTP file uploads for daily batch processing from your housing management system.

Multi-channel reach
Connect with tenants in ways that work for them. Send surveys via high-response SMS for responsive repairs, or branded, accessible email communications for more detailed service feedback.

Data security and locality
Built to enterprise standards, Orlo supports UK data residency requirements with secure, isolated environments, helping housing organisations meet regulatory and governance obligations.

How Orlo supports transactional surveys in the housing sector

Orlo’s transactional survey tools are grounded in how housing sector teams actually work. It enables easy collection of feedback after service delivery, without adding manual effort.

Deep filtering and analysis

Dashboards can be filtered by any metadata field, giving teams a clear view of performance across services, locations, or teams.

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Compare and improve

Segment responses to compare outcomes across departments, providers, or service types. This makes it easier to identify best practice, address inconsistencies, and prioritise improvement.

Learn more See it in action

Actionable insight, not just scores

By combining quantitative results with qualitative feedback, transactional surveys highlight where processes, communication, or experience can be improved and where they are working well.

Learn more See it in action

See Orlo’s transactional surveys in action

What to expect

A discovery session to understand your strategic objectives

An opportunity to share any circumstances that may be making achieving those outcomes more challenging

A live demo of the Orlo platform, bespoke to you, complete with best practice guidance and case study examples from across the Orlo community

A friendly, no pressured approach from a housing sector specialist

See Orlo’s transactional surveys in action

What to expect

A discovery session to understand your strategic objectives

An opportunity to share any circumstances that may be making achieving those outcomes more challenging

A live demo of the Orlo platform, bespoke to you, complete with best practice guidance and case study examples from across the Orlo community

A friendly, no pressured approach from a housing sector specialist

Transactional surveys and tenant satisfaction measures

The Regulator of Social Housing’s Tenant Satisfaction Measures require all registered providers in England to collect and report on tenant satisfaction data annually. Transactional surveys are the most effective way to gather the high-volume, post-interaction feedback that feeds directly into your TSM reporting, capturing data on repairs, complaints handling, tenancy management and estate services at the point of experience, not retrospectively.

Orlo’s transactional survey platform is designed to make TSM data collection straightforward, consistent and auditable, giving your organisation a clear evidence base for regulatory reporting and a genuine understanding of where tenant experience needs to improve.

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Turn Feedback Into Trust

See how Orlo helps housing associations collect TSM data, understand tenant experience and demonstrate accountability to the Regulator.

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Everything your team needs to engage, listen and respond

Insights reporting

UtilizeUtilise AI-powered listening and reporting to turn insight into action.

Surveys

Capture direct, indirect and inferred feedback. So you can listen to all of your community.

Unified Inbox

See all of your digital conversations together in one simple inbox.

Trust Indicator

Turn public sentiment and emotion into a single trust score so you can track changes to your reputation in real-time.

Automation

Efficiently managing your inbound digital and social messages with automation.

Benchmarking

Understand what’s happening within your sector and how you compare at a glance.

Social Listening

Listen to and understand the needs of your community with social media listening.

Analytics

Interpret your data and create impactful reports that show the value of your work.

Content Calendar

Plan, create, approve, schedule and manage all of your campaigns in one place.

Content Creation

Use our content creation tools to publish engaging, relevant and timely content.

Auditing

View the end-to-end history of all your social activities with auditing.

Reviews

Monitor, respond to, and amplify your reviews to understand what matters most to your community.

Generate

Drive time and cost efficiencies, whilewhilst ensuring you still reflect your organization’sorganisation’s tone of voice.

Post Boosting

Ensure your most vital updates get in front of the right people, at the right time, for greater reach, clicks and engagement.

Chatbot

Increase team capacity, save your agents’ time and decrease cost-to-serve by reducing 50% of inbound queries.

Live Chat

Be there when your community need you most by responding instantly with Orlo’s live chat feature.

Orlo Insights

Combine the power of Social Listening, Media Monitoring and AI, developed with the Public Sector in mind.

Media Monitoring

Monitor news sites, blogs, forums and online press across the web in real time.

Social Archiving

Archive social media posts with ease, archiving is built in to the Orlo platform as standard.

Scheduling Tools

Use the content calendar to plan ahead and schedule social media posts at peak times to boost engagement.

Turn Feedback Into Trust

By capturing feedback at the right moment and acting on what people say, public sector organisations can improve services, reduce risk, and build stronger relationships with the communities they serve.

See how Orlo’s transactional surveys work in practice.
Request a demo today and explore how real-time feedback can drive meaningful improvement.

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Transactional surveys for housing associations and registered providers

Capture tenant feedback at every service touchpoint and turn it into the insight your TSM reporting needs.

Built with housing associations in mind

Orlo transactional surveys

Capture feedback in the moment it matters most

How Orlo automates transactional survey collection for housing teams

How Orlo supports transactional surveys in the housing sector

Deep filtering and analysis

Dashboards can be filtered by any metadata field, giving teams a clear view of performance across services, locations, or teams.

Compare and improve

Segment responses to compare outcomes across departments, providers, or service types. This makes it easier to identify best practice, address inconsistencies, and prioritise improvement.

Actionable insight, not just scores

By combining quantitative results with qualitative feedback, transactional surveys highlight where processes, communication, or experience can be improved and where they are working well.

See Orlo’s transactional surveys in action

What to expect

See Orlo’s transactional surveys in action

What to expect

Transactional surveys and tenant satisfaction measures

Turn Feedback Into Trust

Everything your team needs to engage, listen and respond

Insights reporting

Surveys

Unified Inbox

Trust Indicator

Automation

Benchmarking

Social Listening

Analytics

Content Calendar

Content Creation

Auditing

Reviews

Generate

Post Boosting

Chatbot

Live Chat

Orlo Insights

Media Monitoring

Social Archiving

Scheduling Tools

Turn Feedback Into Trust

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