Annex 5 - Draft TSMs in the Social Housing White Paper (accessible version) - GOV.UK

Regulator of Social Housing Consultation outcome Annex 5 - Draft TSMs in the Social Housing White Paper (accessible version) Updated 21 September 2022

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Theme Draft Tenant Satisfaction Measures Keeping properties in good repair Decent Homes Standard compliance   Responsive repairs completed right first time   Tenant satisfaction with

landlord’s repairs and maintenance service Maintaining building safety Compliance with health and safety obligations: - Gas safety - Electrical safety - Fire safety - Asbestos - Water safety

- Lift safety   Tenant satisfaction with the health and safety of their home Effective handling of complaints Number of complaints relative to the size of the landlord   Percentage of

complaints resolved within agreed timescale   Tenant satisfaction with landlord’s complaints handling Respectful and helpful engagement Number of complaints relating to fairness and/or

respect, relative to the size of the landlord   Tenant satisfaction that their landlord listens to their views and takes notice of them   Tenant satisfaction with landlord’s engagement with

tenants Responsible neighbourhood management Percentage of communal areas meeting the required standard   Number of complaints relating to communal areas, relative to the size of the

landlord   Tenant satisfaction with landlord actions to keep communal areas clean and safe   Tenant satisfaction with landlord contribution to the neighbourhood associated with their home  

Number of complaints relating to anti-social behaviour, relative to the size of the landlord   Tenant satisfaction with landlord’s handling of anti-social behaviour Overall Tenant overall

satisfaction with the service their landlord provides Back to top