London, 18th March 2025 – OptusApp (Optus) is excited to announce the launch of its cutting-edge AI Voice solution for outsourcing TSM surveys (Tenant Satisfaction Measures), providing significant productivity improvements and cost savings for social housing landlords. This new service is designed to streamline the collection and reporting of TSM data while maintaining compliance with the Regulator’s (RSH) mandatory requirements.
Social housing landlords must collect and report on TSMs annually, with telephone voice calls recognized as the most effective survey response channel. The RSH’s Headline Report (Nov 2024) reveals that 65% of landlords rely on voice calls for survey collection, with 86% outsourcing these tasks to external providers. Optus’ AI Voice solution offers an innovative approach to address this growing demand.
Optus’ service leverages state-of-the-art Voice AI technology with Large Language Model (LLM) capabilities, enabling highly interactive and human-like conversations with residents. Crucially, the AI Voice agent does not “pretend” to be a human, but offers a transparent and engaging experience for tenants, ensuring clarity and trust.
Customizable Languages and Accents
Optus’ AI Voice is very powerful, but extremely flexible. It gives landlords the option to issue surveys in a range of languages, and also the option to customise introductory scripts if required. It can be trained to speak in a local/regional accent, enhancing response rates and ensuring more accurate and representative data collection. Landlords can schedule dial-out times to match tenant availability where known.
Compliance and Awaab’s Law
The launch of this service is particularly timely as Awaab’s Law comes into effect in Oct 2025, requiring landlords to address damp and mould issues within strict timeframes. It’s expected that from 2026 and 2027, the law will expand to cover additional hazards including excess cold or heat, plus fire and electrical safety, and possibly ASB. The ability to scale efficient collection and analysis of resident feedback will be vital for landlords seeking to remain both compliant and responsive to tenant concerns.
Driving Productivity and Cost-Efficiency
By outsourcing TSM surveys to Optus’ AI Voice solution, landlords can significantly reduce operational costs while improving the accuracy and reliability of data collection. The AI Voice agent is available 24/7, offering unparalleled scalability and eliminating the limitations of traditional call-centre operations.
“We aim to be disruptive both on process, and on overall cost”, said Gerry Kelly, CEO at OptusApp. “Our service will cover multiple digital channels, but we expect that the largest up-take will be via voice phone calls. We will support landlords in meeting their regulatory requirements while combining cutting-edge AI technology with the flexibility and scalability needed in today’s housing sector. Analytics and report-generating options will include not just tenant perception feedback, but also TSMs generated internally by landlords, such as Complaints, ASB and Safety Checks”
With the UK social housing sector facing increasing regulatory pressures and evolving tenant expectations, Optus’ AI Voice solution is the most efficient, and cost-effective approach for outsourcing TSM surveys.
About OptusApp
OptusApp is a leading provider of digital solutions for the social housing sectors in the UK and Ireland, focused on driving innovation and efficiency. Its services include AI-powered tools for tenant engagement, tenant self-serve and operational improvement.
Contact:
Gerry Kelly, CEO at gerry@optusapp.com or +44 (0)777 5816163
