Tenant Satisfaction Measures
The Regulator for Social Housing’s (RSH) Tenant Satisfaction Measures and landlord metrics came into force on 1 April 2023.
The Tenant Satisfaction Measures have been put in place to ensure housing associations provide high-quality services to their tenants.
What are the new Tenant Satisfaction Measures?
There are 22 new Tenant Satisfaction Measures. Ten measures are collected by providers directly from management information and 12 are measured via customer (tenant) perception surveys.
The 12 perception questions cover a range of topics, including repairs and maintenance, the overall quality of the property, safety and security and how we involve and listen to customers.
The 12 questions measured by customers are:
- TP01: Overall satisfaction
- TP02: Satisfaction with repairs
- TP03: Satisfaction with time taken to complete most recent repair
- TP04: Satisfaction that the home is well-maintained
- TP05: Satisfaction that the home is safe
- TP06: Satisfaction that the landlord listens to tenant views and acts upon them
- TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them
- TP08: Agreement that the landlord treats tenants fairly and with respect
- TP09: Satisfaction with the landlord’s approach to handling of complaints
- TP10: Satisfaction that the landlord keeps communal areas clean and well maintained
- TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods
- TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour.
In support of our corporate priorities, we are asking customers the following additional questions:
- Agreement that the landlord can be trusted by the tenant to do the right thing
- Agreement that the landlord is easy to deal with
- Agreement that the rent paid is value for money.
The ten measures collected by us cover a range of topics relating to the management of our homes. These include home safety checks, repair timescales and complaint handling.
The 10 questions collected directly from us are:
- CH01: Complaints relative to the size of the landlord*
- CH02: Complaints responded to with Complaint Handling Code timescales
- NM01: ASB cases relative to the size of the landlord**
- RP01: Homes that do not meet the Decent Homes Standard
- RP02: Repairs completed with target timescales
- BS01: Gas safety checks
- BS02: Fire safety checks
- BS03: Asbestos safety checks
- BS04: Water safety checks
- BS05: Lift safety checks
*This measure is based on the number of complaints we receive for each 1,000 homes we own
**This measure is based on the number of anti-social behaviour cases for each 1,000 homes we own including the number of cases that involve hate incidents.
How often is this information collected?
The survey will be conducted bi-annually, and the results will be reported to the RSH each a year. This data will be used to assess housing associations’ performance and to help identify areas where improvements are needed.
The RSH will also publish the results of the survey on their website, so that tenants and other interested parties can see how housing associations are performing.
How is the research be carried out?
During July or January each year, every household is invited to take part in a survey which can either be a telephone interview or online. The January and July waves are then combined for analysis and reporting.
The management information measures are collected using our internal information.
When is the information be reported?
Housing associations much submit their Tenant Satisfaction Measures each. The results will be available through this website as well as through our Annual Report and via our customer newsletter InTouch.