The operating model — 2 of 8
Resident intelligence
The people the housing organisation serves, and how their lived experience of that service feeds back into how the organisation runs.
Signal, not just satisfaction scores
Resident intelligence covers complaints, Tenant Satisfaction Measures, safeguarding referrals, and the quieter signals — repeat contacts, missed appointments, vulnerability flags — that don't show up in a headline TSM score but predict where the next serious case will come from. Treated well, this domain is an early-warning system. Treated as a compliance return filed once a year, it's noise.
Where it feeds Governance Intelligence
A rising complaints trend in one neighbourhood is, on its own, an operational data point. Fed into Governance Intelligence alongside asset and process signals from the same stock, it can be the first evidence that a repairs contractor is underperforming before it becomes a regulatory finding. Resident intelligence is where governance failure is usually felt first, even when its root cause sits in a different domain entirely.