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Win a £25 voucher – what do you think about new satisfaction measures?

The Regulator of Social Housing (RSH) is introducing new Tenant Satisfaction Measures for social housing landlords and we want to know your views.

All you need to do is complete our short survey to let us know whether you think these are the right measures for tenants and shared owners to tell us – and you – about how Cottsway is performing. You’ll then be entered into a draw to win a £25 shopping voucher (or you can choose for us to donate £25 to a charity on your behalf).

What are the proposed Tenant Satisfaction Measures (TSM)?

According to the RSH, the proposed measures will “provide data about social housing landlords’ performance and the quality of their services” and are part of regulation changes set out in the Government’s Social Housing White Paper

The measures include 12 questions for landlords to ask tenants and shared owners as part of customer surveys and 10 performance measures for landlords to report directly to the Regulator:

  • Measured by landlords via customer surveys:
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    1. Overall satisfaction
    2. Satisfaction with repairs
    3. Satisfaction with time taken to complete most recent repair
    4. Satisfaction that the home is well maintained and safe to live in
    5. Satisfaction that the landlord listens to tenants’ views and acts upon them
    6. Satisfaction that the landlord keeps tenants informed about things that matter to them
    7. Agreement that the landlord treats tenants fairly and with respect
    8. Satisfaction that the landlord keeps communal areas clean, safe and well-maintained
    9. Satisfaction that the landlord makes a positive contribution to neighbourhoods
      How satisfied or dissatisfied are you with your neighbourhood as a place to live?
    10. Satisfaction with the landlord’s approach to handling of anti-social behaviour
    11. Satisfaction with the landlord’s approach to handling of complaints
    12. Tenant knowledge of how to make a complaint
  • Measured by landlords directly:
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    1. Number of homes that do not meet the Decent Homes Standard
    2. Repairs completed within target timescale
    3. Gas safety checks
    4. Fire safety checks
    5. Asbestos safety checks
    6. Water safety checks
    7. Lift safety checks
    8. Anti-social behaviour cases relative to the size of the landlord
    9. Complaints relative to the size of the landlord
    10. Complaints responded to within Complaint Handling Code timescales

Tell us your views

The Regulator is consulting with landlords and tenants on its proposals until 3 March 2022.

Before we respond, we really want to know whether, or not, you think the proposed 12 measures by landlords via customer surveys are right.

Simply complete our short online survey, using the ratings system to tell us what you think, and provide any additional comments you may have:

Our survey will close on Monday 14 February 2022 and we’ll use your feedback as part of our response to the RSH consultation.

  • Privacy notice - how we use your personal data
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    A Privacy Notice tells you how we use your personal data, so you know what happens with it when you give it to us. This privacy notice sets out how we will use the information you provide in this survey.

    Who are we?

    We are Cottsway Housing Association and we have a responsibility to protect the personal data you give us in the survey.  For the purpose of the Data Protection Act 2018 incorporating the UK General Data Protection Regulation (UK GDPR), we are the “data controller” of the personal data.

    Personal data? What’s that?

    Anything that can identify you is your personal data. If you complete this  survey the personal information we ask for includes:

    • Your opinions about the Regulator of Social Housing’s draft Tenant Satisfaction Measures.
    • Your name, email and the first line of your address (please note that this only applies if you would like to enter the prize draw).

    Why do you need my personal data?

    We need your personal data to  allow Cottsway to understand your views on the proposed Tenant Satisfaction Measures. Any survey responses will be anonymised. If you provide personal details to enter into the prize draw, these will only be used for the purpose of delivering the prize draw.

    In accordance with data protection laws, we need a "lawful basis" for collecting and using information about you. The lawful basis for sending this survey to you and processing the survey data in this form is our legitimate interest of consulting with our customers about the proposed Tenant Satisfaction Measures.

    If you provide your name and contacts details to enter the prize draw, and if you include any personal data in your survey responses, the lawful basis for processing this information is your consent.

    You have the right withdraw consent and to ask us to delete the personal data you have given to enter the prize draw. If you would like us to delete this information, please contact us using the contact details at the end of this Notice.

    We will not make any automated decisions about you using the personal data you have given us.

    Can anyone else see my personal data?

    When you complete your survey online, your responses will be stored securely by SmartSurvey, who are a data processor of Cottsway. Read SmartSurvey’s Privacy Policy. Part 2 of the policy relates to the Privacy of Survey Respondents. We will not share the personal data you give us with anyone else.

    Your personal data will not be shared outside of the UK.

    How long will you keep my personal data and how will you keep it safe?

    Your personal data will be stored on Cottsway’s computer systems and we have systems in place to keep your data secure.

    Your survey responses will be kept for 12 months before being deleted. Only relevant members of staff will access the information you provide to us, and all staff are subject to duties of confidentiality.

    Do I have a say in what happens to my personal data?

    Yes you do. You have rights when we use your data. One of these is the right to know what we do with it. That’s what this Privacy Notice is for.

    You also have the right to:

    • ask us to tell you what personal data we have about you, and if your personal data is wrong, you can tell us and we will fix it.
    • ask us to delete the personal data you have given us in this form.
    • ask us to restrict our use of your personal data in some circumstances.
    • object to processing if we process your information for our legitimate interests.
    • ask that we transfer the information you gave us from one organisation to another, or give it to you.

    If you want to contact us about any of these rights, please use the Cottsway contact details below.

    Who makes sure you keep my personal data safe?

    We have someone at Cottsway whose job is to protect your data. This means they make sure we are following all the rules, and your data is safe. If they see something wrong, they tell us how we can fix it.

    Because of how important it is to keep your data safe; you can email or write a letter to us if you are worried about what we do. You can also call us:

    There is an organisation called the ICO who make sure we follow the rules and can punish us when we don't. You can contact them at:

Find out more

For more information on the proposals visit:

To take part in the formal consultation:

We already carry out customer surveys and provide other ways for you to find out what you think about our services and the way we work. For more information, see:

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