This news comes hot on the heels of 3C Consultants, a housing IT & Data consultancy, joining the Hub, as Housemark continues to bring together carefully selected partners to support landlords in improving their data use and decision-making across a range of critical areas, from asset management to customer services.

With over 20 years of expertise in customer experience (CX) consulting, CGA Experience will collaborate with Housemark to help landlords elevate their customer experience strategies.

By improving how landlords engage with and support tenants, this partnership aims to boost their performance on Tenant Satisfaction Measures (TSMs), while also streamlining complaints processes and ensuring compliance with the new regulatory standards.

At a time of rising customer expectations and declining tenant satisfaction, this partnership offers timely and essential support for landlords.

The partnership is particularly timely given the findings of Housemark’s monthly Pulse Surveys, which have indicated challenges in housing contact centres and a pressing need for improved customer engagement.

Rob Griffiths, CEO of Housemark, said: “We understand that improving customer satisfaction goes beyond surface-level metrics. It requires deep analysis of the customer journey, identification of pinch points, and closing the gap between expectations and reality. Our partnership with CGA Experience brings unmatched customer experience expertise into the fold. Together, we will ensure that the voice of the tenant is not only heard but embedded into service design and delivery, creating meaningful, lasting improvements for housing providers.”

Chris Garthwaite, founder and CEO of CGA Experience, added: “We are passionate about putting the customer at the centre of decision-making. Partnering with Housemark, with its market-leading data-driven insights, allows us to combine our strengths to create real transformation in the sector. Our mission is to help housing providers not just understand but act on the needs and expectations of their tenants, inspiring long-term change that improves lives.”

This partnership marks an important step forward as Housemark continues to expand its Hub, with more partners expected to join soon, all committed to helping landlords make informed, proactive decisions that enhance tenant satisfaction and operational efficiency.