This is one of the many changes the Government proposes to make into law over the next two years. This follows the tragic events at Grenfell and will ensure greater protection for social housing residents.
The TSM’s are set questions: there’s twelve ‘tenant perception’ (TP) questions that we will ask you, and ten that we will answer.
These will allow you to see our performance and quality of services and how we manage our homes and neighbourhoods.
We’re currently working through how we will undertake these, starting from April 2023, and we’ll communicate this out to you early next year. But we may start to add in some of these new questions between now and then through the STAR surveys, which will continue for the remainder of 2022/23.
What questions will you ask through Tenant Satisfaction Measures (TSM)?
- TP01: Overall Satisfaction. Taking everything into account, how satisfied or dissatisfied are you with the service provided by your landlord?
- TP02: Satisfaction with repairs. Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the overall repairs service from your landlord over the last 12 months?
- TP03: Satisfaction with time taken to complete most recent repair. Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
- TP04: Satisfaction that the home is well-maintained. How satisfied or dissatisfied are you that your landlord provides a home that is well-maintained?
- TP05: Satisfaction that the home is safe. Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that your landlord provides a home that is safe?
- TP06: Satisfaction that the landlord listens to tenant views and acts upon them. How satisfied or dissatisfied are you that your landlord listens to your views and acts upon them?
- TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them. How satisfied or dissatisfied are you that your landlord keeps you informed about things that matter to you?
- TP08: Agreement that the landlord treats tenants fairly and with respect. To what extent do you agree or disagree with the following? “My landlord treats me fairly and with respect.”
- TP09: Satisfaction with the landlord’s approach to handling of complaints. Have you made a complaint to your landlord in the last 12 months? If yes, how satisfied or dissatisfied are you with your landlord’s approach to complaints handling?
- TP10: Satisfaction that the landlord keeps communal areas clean and well-maintained. Do you live in a building with communal areas, either inside or outside, that your landlord is responsible for maintaining? If yes, how satisfied or dissatisfied are you that your landlord keeps these communal areas clean and well-maintained?
- TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods. How satisfied or dissatisfied are you that your landlord makes a positive contribution to your neighbourhood?
- TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour. How satisfied or dissatisfied are you with your landlord’s approach to handling anti-social behaviour?
How can I find out more about this?
For more information on these, please contact 0300 3300 900 and ask to speak to the Customer Experience team, or you can email engagement@havebury.com.
