The question used to generate this TSM must be asked as a perception survey using the following wording:

Consultation question 11 – TP10 Satisfaction with the landlord’s approach to handling of anti-social behaviour Fundamentally, an approach that gives these tenants an opportunity to voice their perspectives would, in the regulator’s view, align with the broad aims set out in the White Paper. On an important technical point, a TSM based on a tenant perception survey is more likely to meet minimum levels of statistical accuracy – and other methodological requirements – necessary for valid comparison across landlords. to ensure that registered providers of social housing are financially viable and properly managed, and perform their functions efficiently and economically In November 2020, the Government published its Social Housing White Paper, setting out plans for a new consumer regulation regime. One element was the requirement that the Regulator of Social Housing develop clear and comparable tenant satisfaction measures. These measures should apply to all social landlords and cover the areas that matter to their tenants.

Proportion of respondents who have received a repair in the last 12 months who report that they are very satisfied or fairly satisfied with the time taken to complete their most recent repair. Legacy social housing which is social housing only by virtue of legacy provisions in the Act [footnote 18]. Low cost rental accommodation. This includes for example general needs, supported housing, intermediate rent and temporary social housing section 196 of the Housing and Regeneration Act 2008 (the Act) requires that before setting standards, the regulator must consult with certain parties, or ensure that they have been consulted, as set out in that section. These include the Charity Commission if the standard would apply to charities; and The proposed TSM Standard is at Annex 1. We think that this standard sets clear expectations which would support the regulator in helping to ensure that the TSMs meet their aims as set out in the White Paper. We have set out below the required outcome and specific expectations in the draft TSM Standard, and we have summarised our rationale. 1.

The Tenant Involvement and Empowerment Standard sets out our expectations of registered providers in relation to complaints and the Housing Ombudsman sets out its requirements of member landlords in relation to complaints in their Complaint Handling Code. Stakeholders have highlighted that the total number of complaints recorded can be influenced by the accessibility and transparency of a landlord’s complaints process. As well as directly reflecting landlords’ communication about how to complain, this measure would provide important context to understand wider complaints TSMs.Proportion of respondents who report that they are very satisfied or fairly satisfied that their landlord keeps tenants informed about things that matter to them as a tenant. Many of the TSMs are defined in terms of numbers of dwelling units owned by provider. For the purposes of the TSMs, each of the following is a single dwelling unit If you wish us to include your name in the list of respondents that we intend to publish, please include a statement in your submission that you are happy for us to do this. If you do not tell us that you are happy for your name to be published, we won’t be able to publish your name. We have recently published Reshaping consumer regulation: our principles and approach. This sets out our vision for our future consumer regulation role and the part that TSMs will play. We expect TSMs to tell us a lot about how landlords are performing but we also know that alone they can’t provide a full picture. Therefore, we will consider a landlord’s TSMs alongside other evidence to get a rounded view of their performance.

All registered providers that own relevant social housing homes would be required to collect information and report on the TSMs in Tenant Satisfaction Measures: Technical Requirements, subject to tenant confidentiality considerations. For the purposes of reporting TSMs, a provider owns a home when it: (a) holds the freehold title or a leasehold interest in that home; and (b) is the body with a direct legal relationship with the occupants of the home (this body is often described as the landlord). To test some elements of our proposals, as we developed them, we have worked with the members of the TSM Sounding Board [footnote 4], and other stakeholders including tenants. Their input has helped us to identify a number of key areas, including in relation to the survey methodology and question design which we are seeking views on in this consultation. Registered group parents would not be required to report TSMs separately for each individual registered provider within their group. Neither would those individual registered providers be required to report TSMs for themselves separately (in addition to consolidated TSM data for their group)On balance, we consider (non-emergency) responsive repairs completed within the provider’s target timescales to be the most appropriate management information measure that meets the aims of the White Paper. Timeliness of repairs is a key issue that matters to tenants, and for both the regulator and tenants it is important to understand where performance falls short of providers’ own standards. This is a principle reflected across the TSMs. RP02 Repairs completed within target timescale and TP03 Satisfaction with time taken to complete most recent repair) We are mindful that for two of the TSMs in the White Paper, Government policy is currently under review and may be subject to change. We have carefully considered a range of alternative management information measures, including responsive repairs completed ‘right first time’, repairs appointments kept, or average days’ completion time. In discussions to date, stakeholders have flagged the challenges in consistently defining and measuring ‘right first time’ across providers. Compared to these alternatives, we judge that the proposal represents a transparent, robust, and comparable measure that meets the aims of the White Paper. First question: ‘Do you live in a building with communal areas, either inside or outside, that you share with other people who live in the building?’

There are four proposed TSMs under the theme of Effective handling of complaints (CH01 Complaints relative to the size of the landlord, CH02 Complaints responded to within Complaint Handling Code timescales, TP11 Satisfaction with the landlord’s approach to handling of complaints and TP12 Tenant knowledge of how to make a complaint). TSMs should ensure comparability of performance so far as is possible, limit the scope for gaming, be well defined and verifiable Responsive To help us to understand who responds to this consultation and the context of their answers, please include: We consider the expectation in 2.2.b for registered providers to publish information about how they have met the regulator’s requirements would be important to provide tenants with confidence that their landlord is meeting these requirements, and also transparency in relation to how they are doing so. All our existing consumer standards will continue to apply until we amend them or replace them with any new standards. As also explained in paragraph 6.10, the TSM Standard would apply in addition to the regulator’s other standards and would not in any way amend or replace them. This means that registered providers would need to ensure that they meet the TSM Standard, while also ensuring that they meet all other standards. Proposed content of the TSM Standard

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to inform the regulator about how a registered provider is complying with the consumer standards under a proactive consumer regulation regime. to ensure that actual or potential tenants of social housing have an appropriate degree of choice and protection We are proposing to introduce 22 TSMs which reflect the themes and issues set out in the White Paper. They are intended to be a core set of comparable measures that all registered providers would have to report. We have sought to strike a balance between ensuring comparability of the TSMs, being clear about definitions and giving providers flexibility to ensure the approach is appropriate for their business and their tenants. We view transparency as being of fundamental importance in a co-regulatory regime and would still require all providers to communicate with us in a timely manner on material issues that relate to non-compliance or potential non-compliance with our regulatory standards. Timescales