Consultation outcome
Annex 5 - Draft TSMs in the Social Housing White Paper (accessible version)
Updated 21 September 2022
Applies to England
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| Theme | Draft Tenant Satisfaction Measures |
|---|---|
| Keeping properties in good repair | Decent Homes Standard compliance |
| Responsive repairs completed right first time | |
| Tenant satisfaction with landlord’s repairs and maintenance service | |
| Maintaining building safety | Compliance with health and safety obligations: - Gas safety - Electrical safety - Fire safety - Asbestos - Water safety - Lift safety |
| Tenant satisfaction with the health and safety of their home | |
| Effective handling of complaints | Number of complaints relative to the size of the landlord |
| Percentage of complaints resolved within agreed timescale | |
| Tenant satisfaction with landlord’s complaints handling | |
| Respectful and helpful engagement | Number of complaints relating to fairness and/or respect, relative to the size of the landlord |
| Tenant satisfaction that their landlord listens to their views and takes notice of them | |
| Tenant satisfaction with landlord’s engagement with tenants | |
| Responsible neighbourhood management | Percentage of communal areas meeting the required standard |
| Number of complaints relating to communal areas, relative to the size of the landlord | |
| Tenant satisfaction with landlord actions to keep communal areas clean and safe | |
| Tenant satisfaction with landlord contribution to the neighbourhood associated with their home | |
| Number of complaints relating to anti-social behaviour, relative to the size of the landlord | |
| Tenant satisfaction with landlord’s handling of anti-social behaviour | |
| Overall | Tenant overall satisfaction with the service their landlord provides |