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Like Cottsway, many social housing landlords produce and publish performance information - but this has not always been done in the same way.
03 April 2023
Like Cottsway, many social housing landlords produce and publish performance information - but this has not always been done in the same way.
To make it easier for customers to compare landlords on a like-for-like basis and see how their housing association is performing against others, the Regulator of Social Housing (RSH) has introduced new Tenant Satisfaction Measures (TSMs).
These measures are part of wider changes by the Government to increase proactive consumer regulation and ensure social housing across the country is of a decent standard, with customers having their voices heard.
They apply to all registered social housing providers in England and are part of new laws currently going through Parliament as part of the Social Housing (Regulation) Bill.
This Bill provides the legal basis for many of the measures set out in the Government’s Social Housing White Paper.
The new measures intend to:
Following a consultation period, the Regulator published the new measures in September 2022 and these came into force on 1 April 2023.
The new measures include:
We, and all other housing associations in England, will be reporting back to the RSH on these measures annually – this will take place each summer, with the first results being submitted in summer 2024. These results will then be collated in the autumn and published on the RSH website.
We have been using independent market research company, Acuity, to carry out customer satisfaction surveys on our behalf for a number of years and have published results on a regular basis.
We amended our satisfaction surveys to bring them into line with the new measures in September 2022, when the RSH announced the final questions for inclusion in the TSMs.
For more information see: Tenant Satisfaction Measures
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