The Social Housing White Paper set out plans
for a new regulatory regime for social housing including a
requirement that the Regulator of Social Housing (RSH) develop a
set of Tenant Satisfaction Measures (TSMs) to give meaningful
information about landlords and help the RSH ensure that landlords
meet the new consumer standards.
The Regulator for Social Housing (RSH) has issued a consultation
paper on the proposed suite of Tenant Satisfaction Measures (TSMs)
which will be used as part of the assessment of landlords'
performance under the new regulatory framework outlined in the
Social Housing White Paper.
Primary legislation is required to introduce the new consumer
regulation regime, but the RSH is consulting on its TSM proposals
because of the significant lead time for their implementation.
The consultation documents comprise:
- a 76page consultation document with draft TSMs
- summary of the consultation
- draft consumer TSM Standard
- draft Technical and Tenant Survey Requirements
- draft guidance about the submission of information to the
regulator
- draft regulatory and equality impact assessments
- consultation questions
- a list of statutory consultees
The RSH is proposing to introducea new Consumer Standardwhich
would require registered providers of social housing to collect,
publish and submit information about their performance against the
TSMs ensuring they meet the more detailed requirements in
theTechnical Annexessetting out how the TSMs should be
collected.
The RSH is proposing to introduce22 TSMswhich reflect the themes
and issues set out in the Social Housing White Paper which are
intended to be a core set of comparable measures that all
registered providers would have to report publicly to their tenants
and o the RSH.
The 22 TSMs include a mix of bothtenant perception
measures(highlighted in italics in the table below), which would
allow the views of tenants to be heard and factual measures which
would be collected through registered providers'management
information.
|
Theme
|
Draft TSM
|
|
Overall
|
- Tenant satisfaction with overall service
|
|
Keeping properties in good repair
|
- Homes that do not meet DHS
- Repairs completed within target timescales
- Tenant satisfaction with repairs
- Tenant satisfaction with time taken to complete most recent
repairs
|
|
Maintaining building safety
|
- Gas safety
- Fire safety
- Asbestos safety
- Water safety
- Lift safety
- Tenant satisfaction that home is well maintained and safe to
live in
|
|
Effective handling of complaints
|
- Number of complaints received
- Complaints responded to within Complaint Handling Code
timescales
- Tenant satisfaction with landlord's approach to handling of
complaints
- Tenant knowledge of how to make a complaint
|
|
Respectful & helpful engagement
|
- Tenant satisfaction that the landlord listens to views and acts
on them
- Tenant satisfaction that the landlord keeps tenants informed
about things that matter to them
- Agreement that the landlord treats tenants fairly & with
respect
|
|
Responsible neighbourhood management
|
- Number of ASB cases
- Tenant satisfaction that the landlord keeps communal areas
clean, safe and well maintained
- Tenant satisfaction that the landlord makes a positive
contribution to neighbourhoods
- Tenant satisfaction with the landlord's approach to handling of
ASB
|
The RSH may also consider introducing further TSMs relating to
electrical safety and required standards for communal areas which
is being looked at as part of the Government's review of the Decent
Homes Standard.
The consultation will last for 12 weeks with aclosing date of 3
March 2022and the consultation paper sets out an outline timetable
for implementation that would see the first set of data on the TSMs
collected between April 2023 and March 2024 and published in Autumn
2024:
|
Dec 21 - March 22
|
RSH formal consultation on draft TSM standards, TSMs and
technical requirements
|
|
March 22 - late summer 22
|
RSG analyses and considers consultation responses &
any changes to the draft TSMs
|
|
Late summer 22
|
RSH publishes decision statement together with final
version of the TSMs & regulatory documents
|
|
Autumn 22 - Spring 22
|
Landlords prepare systems for collection of
TSMs
|
|
1 April 2023
|
RSH requirements come into force
|
|
April 2023 - March 2024
|
Landlords collect first year of TSM data
|
|
Summer 2024
|
Landlords submit TSM data to RSH for the first year
(April 23 to March 24)
|
|
Autumn 2024
|
2023-24 data is published
|
Full details of the consultation, include the consultation
document itself and a series of 9 annexes, including drafts of the
proposed TSM standard, technical requirements for the TSMs and
survey methodology, submission guidance and analytical documents
including the Equalities Impact Assessment and Regulatory Impact
Assessment is available on the RSH webpage.
An "easy read" summary is also available - click here.
The ARCH Tenant Group will consider the consultation paper at
its next meeting on 10 January 2022 and feed views and comments to
the ARCH Executive Board to inform an ARCH response to the
proposals.