The proposed new tenant satisfaction measures (TSMs) aim to provide data about social housing landlords’ performance and the quality of their services. This is intended to help tenants hold their landlord to account and help the RSH in its future consumer regulation role, as set out in the Social Housing White Paper.
TSMs will apply to all social housing landlords, including housing associations, local authorities and other registered social housing providers.
“We welcome the new measures being proposed by the Regulator which aim to improve the quality of services provided by landlords and are encouraging all of our customers to take part to share their views on really matters to them.” explains Housing Plus Group’s head of customer voice, Deb Whitehouse.
The consultation sets out 22 proposed TSMs for consultation across the five themes in the White Paper:
keeping properties in good repair
maintaining building safety
effective complaints handling
respectful and helpful tenant engagement, and
responsible neighbourhood management.
They include both tenant perception measures, collected through landlords’ surveys of tenants, and landlord management information measures.
You can find out more at www.gov.uk/government/consultations/consultation-on-the-introduction-of-tenant-satisfaction-measures