Consultation outcome

Consultation on the introduction of tenant satisfaction measures

From:
Regulator of Social Housing
Published
9 December 2021
Last updated
21 September 2022 — See all updates

Applies to England

This consultation has concluded

Download the full outcome

Decision Statement: Introduction of Tenant Satisfaction Measures

PDF, 464 KB, 55 pages

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Tenant Satisfaction Measures - Summary of RSH requirements

PDF, 765 KB, 19 pages

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Tenant Satisfaction Measures - Summary of RSH requirements (accessible)

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

PDF, 2.58 MB, 22 pages

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

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

PDF, 119 KB, 3 pages

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Annex 4: Tenant Satisfaction Measures - Technical requirements (accessible)

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Annex 4: Tenant Satisfaction Measures - Technical requirements

PDF, 1.9 MB, 36 pages

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Annex 5: Tenant Satisfaction Measures - Tenant survey requirements (accessible)

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Annex 5: Tenant Satisfaction Measures - Tenant survey requirements

PDF, 369 KB, 31 pages

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

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

PDF, 173 KB, 5 pages

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Annex 7: Tenant Satisfaction Measures - Regulatory impact assessment (accessible)

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Annex 7: Tenant Satisfaction Measures - Regulatory impact assessment

PDF, 403 KB, 33 pages

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Annex 8: Tenant Satisfaction Measures - Equality Impact Assessment (accessible)

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Annex 8: Tenant Satisfaction Measures - Equality Impact Assessment

PDF, 439 KB, 27 pages

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

PDF, 488 KB, 83 pages

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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 (accessible)

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Annex 1: Numerical analysis of individual question responses

PDF, 1.97 MB, 29 pages

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Annex 2: List of respondents (accessible)

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Annex 2: List of respondents

PDF, 255 KB, 19 pages

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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 (accessible version)

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Consultation on the introduction of tenant satisfaction measures

PDF, 837 KB, 78 pages

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

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

PDF, 917 KB, 29 pages

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Consultation summary (easy read version)

PDF, 2.97 MB, 27 pages

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Annex 1 - Draft TSM Standard (accessible version)

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Annex 1 - Draft TSM Standard

PDF, 108 KB, 3 pages

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Annex 2 - Draft TSM technical requirements (accessible version)

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Annex 2 - Draft TSM technical requirements

PDF, 418 KB, 34 pages

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Annex 3 - Draft TSM survey requirements (accessible version)

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Annex 3 - Draft TSM survey requirements

PDF, 339 KB, 27 pages

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Annex 4 - Draft guidance about the submission of TSM data to the regulator (accessible version)

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

PDF, 125 KB, 5 pages

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Annex 5 - Draft TSMs in the Social Housing White Paper (accessible version)

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Annex 5 - Draft TSMs in the Social Housing White Paper

PDF, 138 KB, 3 pages

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Annex 6 - Draft regulatory impact assessment (accessible version)

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Annex 6 - Draft regulatory impact assessment

PDF, 397 KB, 32 pages

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Annex 7 - Draft equality impact assessment (accessible version)

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Annex 7 - Draft equality impact assessment

PDF, 261 KB, 26 pages

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Annex 8 - TSM consultation questions (accessible version)

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Annex 8 - TSM consultation questions

PDF, 185 KB, 8 pages

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Annex 9 - Statutory consultees (accessible version)

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Annex 9 - Statutory consultees

PDF, 138 KB, 4 pages

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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.

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