Stop Drowning in Tenant Feedback.
Start Driving Service Improvement.

Our AI-powered platform and BI analysts turn thousands of TSM and transactional survey comments, complaints, and call centre transcripts into a clear, data-driven plan to improve TSM scores and increase tenant satisfaction.

Loading video...
Click for sound
Trusted By

Transform Your Tenant Feedback into Impact

Stop Manually Tagging Feedback

Struggling with huge volumes of unstructured text in complaints, TSMs and transactional surveys? Manual tagging is a painful slog that only scratches the surface. Some HAs we work with spend over 40 hours a month reading and tagging verbatim and risk missing critical insights needed to meet new consumer standards.

Avoid The High Cost of Guesswork

Relying on gut feel or surface-level numbers? Without the 'why' and 'how many' behind the scores, it's impossible to build a robust, evidence-led case for change your SLT will sign off. Failing to act on root causes can lead to costly Ombudsman escalations, with severe maladministration awards now averaging £25,000 per case.

Prove Your Impact

You're working hard, but can you measure the impact of your interventions? HAs are often accused of not listening and it's a constant challenge to demonstrate responsiveness. Confidently prove to tenants, the board, and the regulator that you are listening and taking effective action based on resident feedback. Build personal credibility.

Hear From Our Customers

How Town & Country Save Time and Improve Services with Resident Insights

Discover how Town & Country Housing transformed their feedback analysis process and improved service delivery using Wordnerds.

How Raven Housing Trust use Wordnerds to automate feedback analysis

Learn how Raven Housing Trust automated their feedback analysis and created meaningful change for their tenants.

The Clarity of AI Automation. The Confidence of Human Expertise.

Wordnerds is more than just software. We're a team of people who care about helping you make a real difference for your customers. Our powerful, user-trainable AI platform helps you understand the full picture of your tenant feedback—and if you don't have the time or resource, our in-house analysts can help you turn that insight into action.

1

The Wordnerds Platform

Automates the heavy lifting of analysis, processing millions of comments in minutes to categorise issues into over 150 housing-specific AI models, organised into a framework that mirrors TSM categories.

2

Our Managed Services

Our wonderful BI analysts and CS team work with you to uncover your key strengths and weaknesses, uncover root causes, and build your user journeys. We can then visualise and prioritise all this insight in a Power BI dashboard just for you, to share across the business.

3

Advance Your CX Career

Be the champion who brings human AI into the business. Add in-demand AI skills to your CV. Our customers tell us they feel significant professional development opportunities with Wordnerds and increased credibility at work. Be an innovator in the eyes of your bosses, colleagues and peers in the sector.

See the Platform in Action

Take an interactive tour of our platform and discover how we transform tenant feedback into actionable insights.

Ready to see how Wordnerds can work for your organisation?

Speak to a Nerd

Don't Just Take Our Word for It. See How We're Helping Housing Associations Just Like Yours.

"As a business, we spend a lot of time getting customer feedback but we focus very much on the headline numbers—what they've given us out of 10. We're not very good at understanding why they feel like that and feeding that into our service improvement."

Ed
Curo

"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."

Bec
BPHA

"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
Plymouth Community Homes

Frequently Asked Questions

Housing associations receive feedback from multiple sources - surveys, social media, complaints, and more. Manual analysis of this feedback is time-consuming, subjective, and can miss important insights. With new regulatory requirements and the need to understand tenant satisfaction more deeply, housing associations need tools that can quickly and accurately process large volumes of feedback to drive real improvements in tenant experience.

Wordnerds combines AI technology with linguistic and data expertise to provide you with the most accurate feedback insights on the market. The platform allows you to train your own classifications that reflect your tenants' specific language and concerns. This human-in-the-loop approach, combined with our linguistics-first methodology, ensures more accurate and nuanced understanding than both manual tagging (which can be subjective and inconsistent) and black-box AI solutions.

Wordnerds can analyze any form of text-based feedback, including: Tenant satisfaction surveys, Social media comments, Complaint records, Call center transcripts, Email communications, Repair feedback, and Online reviews. The platform standardizes analysis across all these sources, ensuring consistent insights regardless of where the feedback originates.

The new Tenant Satisfaction Measures require housing associations to better understand and act on tenant feedback. Wordnerds helps by: Analyzing both perception and transactional satisfaction data, Tracking sentiment across all TSM areas, Identifying specific drivers of satisfaction and dissatisfaction, Providing clear evidence of listening to and acting on tenant feedback, and Enabling quarterly monitoring instead of traditional annual surveys.

Even with high satisfaction scores, you need to be able to keep those tenants happy and should any issues arise, you want to be alerted to them before anyone else. Wordnerds helps you: Identify small issues before they become bigger problems, Understand what drives both satisfaction and dissatisfaction, Maintain high performance by spotting emerging trends, Find opportunities to move from "good" to "excellent", and Future-proof your tenant satisfaction as expectations evolve.

Most housing associations start seeing valuable insights within weeks. The platform can be implemented quickly, with initial proof of concept work providing immediate value. You can: Train new classification themes in 30 minutes, Get immediate insights from unsupervised topic analysis, Start tracking sentiment from day one, and Build on your analysis over time as you add more data sources. Our dedicated support team ensures you're able to maximize value from the platform quickly.

Wordnerds is different from other feedback analysis tools because of our: Deep housing sector expertise and understanding, Flexible pricing and implementation options, Ability to analyze both short survey responses and longer conversations, Clear actionable insights rather than just data visualization, Strong support and partnership approach, and Track record with leading housing associations. We focus on helping you understand what to do with your data insights.

Every housing association gets dedicated support including: Initial platform training and onboarding, Regular check-ins and progress reviews, Support with data integration and analysis, Guidance on best practices, and Help with internal stakeholder engagement. We understand that this may be your first AI implementation and provide the support needed to make it successful.

Browse our Social Housing CX Resources

Get CX Tips and Insights, Learn from industry leaders and discover how our platform works.

Start Our Maturity Assessment

Answer a few questions about your feedback program and get a personalised maturity score with next steps based on your results.

Take Assessment →

Watch Our Webinars

Join our expert-led sessions on transforming tenant feedback into actionable insights and improving TSM scores.

View Webinars →

Download Our Housing Buyer's Guide

Get our comprehensive guide to selecting and implementing a tenant feedback analysis solution for your housing association.

Download Guide →

Ready To Transform Your Tenant Feedback Into Impact?

Join leading housing associations already using Wordnerds to drive real change.