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RSH consults on TSMs 10/12/2021 Labelled as Regulation, Tenants

The Social Housing White Paper set out plans for a new regulatory regime for social housing including a requirement that the Regulator of Social Housing (RSH) develop a set of Tenant Satisfaction Measures (TSMs) to give meaningful information about landlords and help the RSH ensure that landlords meet the new consumer standards.


The Regulator for Social Housing (RSH) has issued a consultation paper on the proposed suite of Tenant Satisfaction Measures (TSMs) which will be used as part of the assessment of landlords' performance under the new regulatory framework outlined in the Social Housing White Paper.


Primary legislation is required to introduce the new consumer regulation regime, but the RSH is consulting on its TSM proposals because of the significant lead time for their implementation.


The consultation documents comprise:


  • a 76page consultation document with draft TSMs
  • summary of the consultation
  • draft consumer TSM Standard
  • draft Technical and Tenant Survey Requirements
  • draft guidance about the submission of information to the regulator
  • draft regulatory and equality impact assessments
  • consultation questions
  • a list of statutory consultees


The RSH is proposing to introducea new Consumer Standardwhich would require registered providers of social housing to collect, publish and submit information about their performance against the TSMs ensuring they meet the more detailed requirements in theTechnical Annexessetting out how the TSMs should be collected.


The RSH is proposing to introduce22 TSMswhich reflect the themes and issues set out in the Social Housing White Paper which are intended to be a core set of comparable measures that all registered providers would have to report publicly to their tenants and o the RSH.


The 22 TSMs include a mix of bothtenant perception measures(highlighted in italics in the table below), which would allow the views of tenants to be heard and factual measures which would be collected through registered providers'management information.



Draft TSM


  • Tenant satisfaction with overall service

Keeping properties in good repair

  • Homes that do not meet DHS
  • Repairs completed within target timescales
  • Tenant satisfaction with repairs
  • Tenant satisfaction with time taken to complete most recent repairs

Maintaining building safety

  • Gas safety
  • Fire safety
  • Asbestos safety
  • Water safety
  • Lift safety
  • Tenant satisfaction that home is well maintained and safe to live in

Effective handling of complaints

  • Number of complaints received
  • Complaints responded to within Complaint Handling Code timescales
  • Tenant satisfaction with landlord's approach to handling of complaints
  • Tenant knowledge of how to make a complaint

Respectful & helpful engagement

  • Tenant satisfaction that the landlord listens to views and acts on them
  • Tenant satisfaction that the landlord keeps tenants informed about things that matter to them
  • Agreement that the landlord treats tenants fairly & with respect

Responsible neighbourhood management

  • Number of ASB cases
  • Tenant satisfaction that the landlord keeps communal areas clean, safe and well maintained
  • Tenant satisfaction that the landlord makes a positive contribution to neighbourhoods
  • Tenant satisfaction with the landlord's approach to handling of ASB


The RSH may also consider introducing further TSMs relating to electrical safety and required standards for communal areas which is being looked at as part of the Government's review of the Decent Homes Standard.


The consultation will last for 12 weeks with aclosing date of 3 March 2022and the consultation paper sets out an outline timetable for implementation that would see the first set of data on the TSMs collected between April 2023 and March 2024 and published in Autumn 2024:  


Dec 21 - March 22

RSH formal consultation on draft TSM standards, TSMs and technical requirements

March 22 - late summer 22

RSG analyses and considers consultation responses & any changes to the draft TSMs

Late summer 22

RSH publishes decision statement together with final version of the TSMs & regulatory documents

Autumn 22 - Spring 22

Landlords prepare systems for collection of TSMs

1 April 2023

RSH requirements come into force

April 2023 - March 2024

Landlords collect first year of TSM data

Summer 2024

Landlords submit TSM data to RSH for the first year (April 23 to March 24)

Autumn 2024

2023-24 data is published


Full details of the consultation, include the consultation document itself and a series of 9 annexes, including drafts of the proposed TSM standard, technical requirements for the TSMs and survey methodology, submission guidance and analytical documents including the Equalities Impact Assessment and Regulatory Impact Assessment is available on the RSH webpage.

An "easy read" summary is also available - click here.

The ARCH Tenant Group will consider the consultation paper at its next meeting on 10 January 2022 and feed views and comments to the ARCH Executive Board to inform an ARCH response to the proposals.

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