The Regulator of Social Housing has confirmed the list of new Tenant Satisfaction Measures (TSMs) that will be making up part of the new approach to consumer standards.

They had been previously revealed in a consultation, with the Regulator inviting views from across the sector before finalising them. 54% of the responses received were from social housing residents.

There have been a few slight changes to wording of the measures, as well as a couple of additions and one removal – the measure on “tenant knowledge of how to make a complaint” as the regulator now believes it is covered in other measures.

The final list of TSMs 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 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
  • CH01: Complaints relative to the size of the landlord
  • CH02: Complaints responded to within Complaint Handling Code timescales
  • NM01: Anti-social behaviour (ASB) cases relative to the size of the landlord
  • RP01: Homes that do not meet the Decent Homes Standard
  • RP02: Repairs completed within target timescale
  • BS01: Gas safety checks
  • BS02: Fire safety checks
  • BS03: Asbestos safety checks
  • BS04: Water safety checks
  • BS05: Lift safety checks

Alongside its decisions RSH has published the technical requirements providers will need to follow on the management information and tenant perception surveys. These requirements “aim to strike a balance between ensuring consistency between providers and allowing flexibility to maximise tenant participation in surveys and ensure the measures are deliverable across the wide range of social housing providers.”

The new requirements apply to both housing associations and local authorities and will come into force through the new Tenant Satisfaction Measures Standard. All registered providers will need to collect TSM data. Landlords with more than 1,000 homes will have to submit their data to RSH every year. In response to consultation feedback, RSH will carry out a voluntary data submission pilot with smaller providers.

Fiona MacGregor, Chief Executive of RSH, said: “The launch of TSMs is an important step in the move to proactive consumer regulation. The new measures will provide a valuable source of data to help ensure social housing landlords provide safe homes of a decent standard and a quality service to tenants.

“Local authorities and housing associations now need to make sure they have the systems and processes in place to start collecting data from April 2023.”

You can find a full list of documents from the Regulator here.