After the tragic events of Grenfell in 2017 the Government conducted many investigations and consultations into how tenants of Social Landlord tenants are treated across the county. This lead to the publishing of the Social Housing White paper that contained several recommendations for improvements. Some of the recommendations centred around transparency and creating more accountabilities to tenants and residents.
As a result, The Regulator of Social Housing has released the “Tenant Satisfaction Measures Standard” (TSMs) consultation, with 22 proposed measures being a mix of tenant perception surveys and areas measured directly by landlords.
The measures would make up a new Tenant Satisfaction Measures Standard. The consultation will run until 3 March 2022.
To ensure they meet the new Standard, housing providers and local authorities would be required “to, among other things, collect, publish and submit information about their performance against the TSMs in accordance with requirements set out by the regulator”.
There are 10 measures that will be measured by landlords themselves, with 12 being gathered by tenant perception surveys carried out by the landlord.
Below is a summary of proposed TSMs (TP refers to the measures being collected by the tenant perception survey, with the other codes being measured by the landlord itself):
TP= Tenant Perception – These are the points that will be included in future surveys:
Keeping Properties in Good Repair
Maintaining Building Safety
Effective Handling of Complaints
Respectful and Helpful Engagement
Responsible neighbourhood management
Fiona MacGregor, Chief Executive of RSH said: “Our proposed tenant satisfaction measures aim to give clear and comparable data about the quality of services tenants in social housing receive. We want them to be a valuable source of information for tenants, local communities, and landlords as well as forming part of the wider picture that informs our consumer regulation.
“By consulting now, we can take into account the views of tenants, landlords and other stakeholders to refine the final measures and also allow time for local authorities, housing associations and other social housing providers to prepare for their implementation.”
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