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03 April 2023

Tenant Satisfaction Measures introduced

Like Cottsway, many social housing landlords produce and publish performance information - but this has not always been done in the same way.

To make it easier for customers to compare landlords on a like-for-like basis and see how their housing association is performing against others, the Regulator of Social Housing (RSH) has introduced new Tenant Satisfaction Measures (TSMs).

TSMs are part of wider sector changes

These measures are part of wider changes by the Government to increase proactive consumer regulation and ensure social housing across the country is of a decent standard, with customers having their voices heard.

They apply to all registered social housing providers in England and are part of new laws currently going through Parliament as part of the Social Housing (Regulation) Bill.

This Bill provides the legal basis for many of the measures set out in the Government’s Social Housing White Paper.

What are the Tenant Satisfaction Measures?

The new measures intend to:

  • Enable customers to scrutinise their landlord and hold them to account;
  • Give landlords insights on where they might look to improve their services; and
  • Allow the RSH to see whether landlords are meeting required regulatory standards. 

Following a consultation period, the Regulator published the new measures in September 2022 and these came into force on 1 April 2023.

The new measures include:

  • 12 perception questions for landlords to ask tenants as part of customer surveys; and
  • 10 measures for landlords to report directly to the Regulator, known as Management Information (MI).
  1. Overall satisfaction
  2. Satisfaction with repairs
  3. Satisfaction with time taken to complete most recent repair
  4. Satisfaction that the home is well-maintained
  5. Satisfaction that the home is safe
  6. Satisfaction that the landlord listens to the tenant views and acts upon them
  7. Satisfaction that the landlord keeps tenants informed about things that matter to them
  8. Agreement that the landlord treats tenants fairly and with respect
  9. Satisfaction with the landlord’s approach to handling complaints
  10. Satisfaction that the landlord keeps communal areas clean and well-maintained
  11. Satisfaction that the landlord makes a positive contribution to neighbourhoods
  12. Satisfaction with the landlord’s approach to handling anti-social behaviour
  1. Complaints relative to the size of the landlord
  2. Complaints responded to within Complaint Handling Code timescales
  3. Anti-social behaviour cases relative to the size of the landlord
  4. Homes that do not meet the Decent Homes Standard
  5. Repairs completed within target timescale
  6. Gas safety checks
  7. Fire safety checks
  8. Asbestos safety checks
  9. Water safety checks
  10. Lift safety checks

What happens next

We, and all other housing associations in England, will be reporting back to the RSH on these measures annually – this will take place each summer, with the first results being submitted in summer 2024. These results will then be collated in the autumn and published on the RSH website.

Our customer satisfaction surveys

We have been using independent market research company, Acuity, to carry out customer satisfaction surveys on our behalf for a number of years and have published results on a regular basis.

We amended our satisfaction surveys to bring them into line with the new measures in September 2022, when the RSH announced the final questions for inclusion in the TSMs.

For more information see: Tenant Satisfaction Measures

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