Consultation outcome

Consultation on the introduction of tenant satisfaction measures

Applies to England

This consultation has concluded

Read the full outcome

Decision Statement: Introduction of Tenant Satisfaction Measures

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Tenant Satisfaction Measures - Summary of RSH requirements

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Tenant Satisfaction Measures - Summary of what we need from landlords (easy-read version)

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 3: Tenant Satisfaction Measures Standard - from 1 April 2023

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 4: Tenant Satisfaction Measures - Technical requirements

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 5: Tenant Satisfaction Measures - Tenant survey requirements

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 6: Tenant Satisfaction Measures - Guidance on the submission of data to the regulator

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 7: Tenant Satisfaction Measures - Regulatory impact assessment

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 8: Tenant Satisfaction Measures - Equality Impact Assessment

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Decision Instrument RSH6: Decision to set the Tenant Satisfaction Measures Standard and related requirements, and to publish guidance about the submission of TSM data

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Detail of outcome

The Tenant Satisfaction Measures Standard will come into force on 1 April 2023. This page includes all the PDF documents and annexes to the Decision Statement.

For the accessible (HTML) versions of the TSM Decision Statement and Instrument, please also see the:

If you require the information in other formats please email enquiries@rsh.gov.uk or call 0300 124 5225.

Feedback received

Annex 1: Numerical analysis of individual question responses

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 2: List of respondents

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Detail of feedback received

Numerical analysis of individual question responses and a list of respondents are included here. Also see the Decision Statement for more information on feedback.


Original consultation

Summary

The TSMs will apply to all social housing landlords, including local authorities, housing associations and other registered social housing providers.

This consultation ran from
to

Consultation description

The Regulator of Social Housing is seeking views on its proposals for tenant satisfaction measures which are part of implementing changes to consumer regulation set out in the Government’s ‘The Charter for Social Housing Residents: Social Housing White Paper’

This page includes the:

  • consultation document with draft TSMs
  • summary of the consultation
  • easy read version of the draft TSMs
  • 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 measures would provide data about social housing landlords’ performance and the quality of their services to help tenants hold their landlord to account and help RSH in its future consumer regulation role.

We look forward to hearing from landlords, tenants and anyone with an interest in social housing.

To help ensure a wide range of people are able to participate in our consultation, we have published an easy read version of the draft TSMs. This document has been created with specialist support and reviewed by people who use easy read documents. If you need an alterative format for any of our documents, please contact enquiries@rsh.gov.uk

Documents

Consultation on the introduction of tenant satisfaction measures

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Tenant satisfaction measures: what we are proposing and how to have your say - summary

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Consultation summary (easy read version)

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 1 - Draft TSM Standard

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 2 - Draft TSM technical requirements

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 3 - Draft TSM survey requirements

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 4 - Draft guidance about the submission of TSM data to the regulator

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 5 - Draft TSMs in the Social Housing White Paper

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 6 - Draft regulatory impact assessment

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 7 - Draft equality impact assessment

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 8 - TSM consultation questions

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Annex 9 - Statutory consultees

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Updates to this page

Published 9 December 2021
Last updated 21 September 2022 + show all updates
  1. Post-consultation feedback analysis, Decision statement, Instrument and tenant satisfaction measures documents added.

  2. Easy read version of draft TSMs added and page text amended accordingly

  3. First published.

Sign up for emails or print this page