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Know What Your Tenants Are
Really Saying

Feedback analysis for housing associations who need to improve tenant satisfaction and spot issues before they escalate to the Ombudsman. Without the slog of manual tagging.

 

Housing-Hero

Trusted by a range of UK Housing Associations (From About 3k Homes Under Management to 80,000+) 

 

Struggling to Automate
Voice of Resident?

We speak to people in your situation all the time. We understand exactly what you're dealing with. Any of this sound familiar?

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Manual Tagging Taking Forever?

You know the drill. Export the data. Open the spreadsheet. Start reading. Start tagging. Keep going. Keep going. It's not just tedious—it's unsustainable. By the time you've manually coded last quarter's feedback, this quarter's data is already piling up. Your team didn't sign up to be a tagging machine. And you didn't hire them for that either.

Hopper Fragmented

Feedback Scattered Everywhere?

TSM surveys in one system. Transactional surveys in another. Complaints in a third. Repairs notes somewhere else entirely. Social media? Don't even ask. You know your tenants are telling you things. You just can't see the full picture. And it's never been more important:  with Awaab's Law the clock starts ticking the minute an issue is raised. 

Manual-Tagging Let Down

You're Not Doing Tenants Justice

You're constantly asking for feedback and many tenants take the time to share their experiences. But when you're stretched, that feedback ends up on a shelf—or buried in a spreadsheet no one has time to open. You want to act on what they're telling you, but the sheer volume makes it impossible. You worry you're letting residents down.

 

Awaab's Law is Already Here
Download our FREE Guide

Phase 1 is already in force. Emergency hazards need action within 24 hours. Significant hazards within 10 working days.
The Ombudsman has been clear: you must capture hazard mentions from ALL communication channels—not just formal complaints.

Whether it's a survey, live chat, social media post, or Google review, the compliance clock starts ticking the moment a tenant raises it.

We've put together a free, practical guide to help you build a framework that works.

 

Awaabs-Law-Guide
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The three-phase timeline: What's required now, what's coming later in 2026, and full HHSRS coverage by 2027
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The Inner & Outer Loop Framework: Separate immediate response from strategic prevention
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The 2026 Transparency Revolution: New tenant rights to interrogate your data, and the reporting capabilities you'll need
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Case study: How The Guinness Partnership built their HHSRS framework using Wordnerds—with proven results
 

What Changes When
You Can Finally Keep Up?

Running

Keep Up With the Feedback

No more manual tagging. No more spreadsheets. No more falling behind. Wordnerds analyses your tenant feedback automatically—so you can actually keep pace with what's coming in. Your team stops wasting time on work that isn't a good use of anyone's skills and starts doing what they were hired for: understanding tenants and driving improvement.

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See the Full Picture, Stop Looking Through Keyholes

TSM surveys. Transactional surveys. Complaints. Repairs notes. Social media. All in one place. When feedback lives in six different systems, you can only see fragments. Wordnerds brings it together so you can see every tenant's experience across every touchpoint. Patterns emerge. Problems become visible before they escalate.
Defend

Defend Your Analysis to your Board and the Regulator

When the Regulator asks "how do you know?" you have the answer. Unlike black-box AI tools, Wordnerds shows you exactly how themes are identified. Every insight is traceable back to the tenant comments that created it. When the question of liability comes up—and in a regulated sector, it will—you can stand behind your analysis with confidence.

Insights

Go From Instinct to Insight

Move beyond surface-level sentiment. Get to the depth that drives real decisions. When you can show the board exactly what tenants are saying, not just "satisfaction is down" but why, where, and what's driving it, you move from gut feel to evidence. The loudest voice in the room stops winning. The data does.

 

See It In Action

A short, self-guided walkthrough showing how Wordnerds handles housing feedback—from raw comments to actionable insight.

Want to see your own data?

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How it Works

Housing Theme Bank

We provide all Wordnerds customers with a pre-built theme bank specifically designed for UK-based housing associations from day one.

Themes are trained to fit into TSM categories and listen for the specifically mandated HHSRS hazards according to Awaab's Law. These are the core categories housing associations actually need—not the generic sentiment buckets that miss everything that matters.

In addition to the theme bank provided, you can train your own themes for issues specific to your organisation or tweak the pre-trained themes to suit your needs.

 

When Issues Spike, Drill Down into the Data and Find the "Why" Behind the Numbers

Top-level TSM categories like "Safety" are broken down into dozens of key drivers ("Damp & Mould", "Condensation", "Causing or Exacerbating Health Issues" etc.). Clicking on those themes shows you others that are also mentioned.

Finally, auto-generated Topics break each theme down even further into sub-topics and at every stage you can read the actual resident verbatim.

No more guessing what's driving dissatisfaction. See exactly what tenants said, in their own words, and quickly get a sense of how many other people feel that way too.

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Bespoke Housing Dashboard

Insights in Power BI, not another platform.

Your housing officers and asset managers don't need a login to another software platform... and you don't want them messing with your Insights Team's setup. Insights flow into Power BI dashboards built specifically for housing associations.

Everyone who needs to see tenant feedback can see it—without calling your CX team. That monthly board report that used to take three days? It's already done.

 

Real Housing Associations, Real Results

Rebecca Pavey-Kenny

Show Residents We're Listening

"In housing we're often accused of not listening to our customers. We felt we were only scraping the surface of what they were telling us. Wordnerds allows us to show residents we're not just taking their feedback, we're actually hearing it as well."

Rebecca Pavey-Kenny

Customer Experience Manager

bpha
charlotte edwards

Do Justice to Customer Voices 

"Before Wordnerds the sheer volume of comments became quite overwhelming. We couldn't deal with them with the resources we had and it was frustrating—customers had taken the time to give us those comments and we felt we weren't doing them justice."

Charlotte Edwards

Head of Data,
Strategy & Insight

PCH-1
Jo Silner

More Time Driving Improvements 

"Wordnerds is allowing us to spend less time on analysing the data and more time demonstrating to our customers that we're driving improvements through their feedback."

Joanne Silner

Head of Customer Experience

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Copilot
 

The Questions You're Probably Asking

Can't we just use Copilot/ChatGPT?

Fair question. If Copilot worked for this, we'd use it too.

Copying and pasting into Large Language Models (LLMs) works for quick questions or summarising small sets of verbatim. But you can't do it at scale, track themes over time, or see how they reached their conclusions. And they sound confident even when they're wrong.

The problem with using LLMs for feedback analysis

  • Cost: Wordnerds processes millions of items of customer feedback and tags them into hundreds of theme categories with sentiment scores for each mention. To do this, we use a specially-trained, small neural network. Using a LLM to do this at scale for a large organisation would be eye-wateringly expensive.
  • Inconsistent: Ask the same question twice, get different answers. Fine for summaries or creative work where there isn't a right answer. Not fine for tracking trends or reporting to the board.
  • No audit trail: When someone asks "how did you categorise this?", you've got nothing to show them. How confident are you that it's accurate? Pass.
  • Model drift: When OpenAI updates their model, your outputs change. Your trending breaks.
  • No integration: Results don't flow into Power BI where your teams already work.
 

Thinking of Trying Wordnerds?

If any of this resonates with you, the next step is for us to show you how it works in practice, ideally by looking at your actual feedback.

Our Proof of Concept isn't a demo of someone else's data—it's your tenant feedback, analysed properly, with real findings you can act on. You'll work with our team throughout, and you'll walk away with insights whether you become a customer or not.

Step one is to book a chat with our specialist Housing Account Manager, Saz, to explain the specifics of what you're trying to do. Everyone's different and no two HAs have exactly the same requirements.

If we're a fit, we suggest you run a Proof of Concept (PoC) project before you sign up for a longer subscription. 

Costs & Timescales

PoCs cost around £5,775 for Housing Associations.
They take about 30 days from you giving us a csv download of your data.
You walk away with insights and a Power BI dashboard to build on whether you become a customer or not.

What you get with a Wordnerds Proof of Concept

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Analysis of your actual resident feedback (typically 1-2 years' worth)
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Transactional surveys, TSM surveys, complaints, CRM data, call data
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TSM framework analysis using classification models trained for housing
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Comparative complaints benchmarking against other HAs
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Root cause analysis revealing systemic issues driving hazard mentions
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Action plan with prioritised recommendations
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Stakeholder workshop to jointly present methodology and findings
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Plus, for a limited time: We'll include the complete Awaab's Law framework analysis—all 29 HHSRS hazard categorisation models applied to your historical data—at no additional cost.
Saz

Sarah Wilson (AKA Saz)
Housing Account Manager

 

Common Questions

About our Platform and Approach

Can't I just use ChatGPT or Copilot?

Copilot and ChatGPT are great for summarising text but struggle with consistently categorising verbatim at scale (they can't give you accurate numbers of exactly how many people think something).

They are also prone to "hallucinations" (making stuff up!) that make it risky for business reporting.

Wordnerds provides a systematic, transparent framework where you define the rules the AI follows, ensuring you get insights you can trust. 

What if the AI gets it wrong?

Firstly—and let's be really clear about this—no AI will ever get text analysis 100% right (and nor would an army of humans).

Because our AI follows definitions you control—and because every tag is auditable—you retain ownership of the methodology. It's not a black box making guesses; it's an engine applying your logic at scale.

We have automated accuracy tools to help you spot classification themes that aren't performing, and if something isn't right, you can keep tweaking the model until you're happy.

For most people, 80-90% is the sweet spot between being accurate enough and protecting your time for the higher value task of sorting out the issue.

We already have Qualtrics/Medallia

Great! Most of our customers have either Qualtrics or Medallia somewhere in their software stack. They're brilliant tools for gathering customer feedback and looking at individuals' responses over time, but their text analytics is clunky and time-consuming.

We're a value multiplier. We take the raw text data from those platforms, combine it with other customer touch points (like reviews, complaints, social or call centre data), analyse it better, and visualise it in Power BI.

You keep your collection tools; we fix the analysis and accessibility problem, giving you a 360° view of Voice of Customer.

Can we export the data?

Absolutely. Your data belongs to you, not us. Insights are presented in Power BI dashboards you control. You can export, analyse, and use the data however you need. No platform lock-in.


Implementing Wordnerds

What if we don't have Power BI?

Power BI is our standard because most housing associations already have it. If you're using something else, talk to us—we're not precious about it.

 

We don't have much data / our data isn't ready

You might have more than you think. Between TSM surveys, transactional surveys, complaints, and other channels, most housing associations have plenty of tenant feedback—it's just scattered.

Can we try before we buy?

Absolutely!

We totally understand that a 12-month license is a big commitment. Therefore, we have a comprehensive sales and onboarding process designed to help you feel comfortable at every stage. 

The first step is a chat to understand exactly what you're trying to achieve and to ensure we're a good fit. We promise to let you know if we're not. 

Next, we organise a series of demos to show all your stakeholders how the platform works and the outcomes you can expect. If, at the end of that process, you're excited to see your data on our platform, we suggest starting with a paid proof of concept (PoC). 

PoCs start at around £5,000, take 30 days, and allow us to take a year or two of your historical data, train themes for you, configure dashboards, and present our findings.

This way, everybody in your organisation can fully understand the power of customer feedback analytics with Wordnerds before you have to make a longer-term commitment.

Is our data secure?

Yes!

Customer feedback is processed securely, we are Cyber Essentials Plus certified and GDPR compliant, with all of your data stored in secure, ISO27001 accredited data centers located within the EU or UK.

We run an enterprise friendly AI stack, none of your data is ever used to train AI models for others to use - it's only for you and is deleted at the end or your contract.

What skills does our team need?

If your team uses Power BI, you're already equipped.

We provide full onboarding and training on the platform to your core insights team and dashboards to wider stakeholders. And it's easy! We've genuinely taught eight-year-olds to use Wordnerds.

Our amazing Customer Success Managers also support you throughout implementation and meet regularly to make sure Wordnerds continues to work for you.

Because we're software and a service, we also have a team of in-house professionals who do what you do every day on behalf of clients. So if you're really struggling, or want to do something totally new or out there, we've people who can speak your language.

How long does implementation take?

Typical timeline is 4-6 weeks from kick-off to first dashboards, though some teams have done it in a fortnight.

We work alongside your team to set up data connections, configure analysis, and build dashboards. No 4-5 month IT backlog.

The process is even quicker and easier if you run a fully managed Proof of Concept with us—in that case, we'll do all of your initial set up, theme training and dashboard configuration under your direction.


Can't see the Answer to Your Question? Worried about Anything?

Please just ask. We're dead friendly and we won't try to sell you stuff, honest!