扒哥吃瓜

罢丑别鈥� TSMs鈥痟elp tenants聽hold their landlord to account on key issues such as聽the condition of their home, the repairs service and how complaints are handled.听

They聽also聽give聽useful聽insights聽for landlords, which they should use to improve their services to tenants and shared owners, as well as providing an important聽source of information for鈥�RSH鈥檚 ongoing regulation of the sector.听

Nearly half聽a million tenants were surveyed by landlords for this year鈥檚 analysis, reporting how satisfied they were with their landlord across a range of issues, such as whether their home was safe and well-maintained, and whether their landlord listens to and acts on their views.鈥�聽

Landlords must also聽submit聽management information about health and safety checks, as well as complaints, repairs, anti-social聽behaviour聽and the number of homes meeting the Decent Homes Standard.鈥�鈥�聽

The key findings are:聽

• Seven in ten tenants in聽low cost聽rental accommodation (LCRA) surveyed are satisfied with the overall service from their landlord.听Almost one in five tenants surveyed (18%) are dissatisfied.听

• Tenants in LCRA report the highest levels of satisfaction with overall repairs services (74%), that their home is safe (78%), and that their landlord treats them with fairness and respect (78%).听

• Satisfaction with landlord complaint handling聽remains聽low at聽36%.听

• Shared owners聽remain聽less satisfied overall than other聽social housing tenants聽(48%).听

• Most landlords report full compliance on each building safety measure聽according to聽management information.听The vast majority of聽homes owned by large landlords聽had聽completed聽required gas (99.7%), fire (98.7%), asbestos (97.9%), water (97.9%)聽and lift safety checks (97.8%).鈥�鈥�聽

• 79% of the 11聽million non-emergency responsive repairs were completed within target timescales聽over the year.鈥�聽

This is the second year of TSM collection and publication, with the results聽indicating聽modest聽changes聽between years,聽including improvements聽on reported health and safety performance聽in聽management information,聽particularly for聽checks on聽asbestos,聽water聽and lifts.听

Overall satisfaction in聽rental tenant聽surveys collected by telephone 鈥� the聽major聽collection method used by most landlords - has聽remained聽at the same level.听聽聽

RSH鈥痠s following up with landlords whose鈥�TSM鈥痳esults聽indicate聽they are outliers 鈥� including on health and safety indicators.鈥�RSH鈥痠s also engaging with landlords where it has concerns about the quality of their data.听

RSH鈥痷ses a range of tools to assess whether a landlord is meeting the outcomes of its consumer standards. This includes inspections, responsive investigations, and scrutinising landlord information 鈥� such as the鈥�TSMs.听

Fiona MacGregor, Chief Executive at鈥�RSH, said: 鈥淭丑别 TSMs give useful insights聽for聽tenants聽and聽landlords聽,聽which should lead to better strategic decisions and聽stronger聽engagement聽with residents.听

鈥�TSM data聽provides聽an聽important聽source of intelligence聽for our regulation. 聽Although we聽don鈥檛聽look at聽them聽in isolation,聽it鈥檚聽positive to see some early signs of improvement on last year.听

鈥淭丑别 TSMs are one聽part of our work to聽support聽transparency and accountability聽in the sector聽and landlords should reflect on their results to see how they can make services to tenants better. We continue to use a range of tools, including our inspections, to drive landlords to聽improve social housing聽long-term.鈥澛�

Notes to editors聽

1. Landlords owning 1,000 homes or more need to聽submit聽their results to鈥�RSH鈥痑nnually. This is a requirement of鈥�RSH鈥檚鈥�Transparency, Influence and Accountability鈥痵迟补苍诲补谤诲.鈥�RSH鈥檚 analysis of the鈥�TSM鈥痳esults is based on the returns from these large landlords.听

2. There are 22鈥�TSMs. 12 are 鈥榯enant perception鈥� questions that landlords must ask tenants. 10 are 鈥榤anagement information鈥� questions that landlords complete themselves, relating to repairs,聽complaints聽and anti-social behaviour.听

3. The full suite of 鈥�TSM鈥痠苍蹿辞谤尘补迟颈辞苍 is published on RSH鈥檚鈥痺ebsite.听

4. Landlords typically use more than one collection method to survey a range of tenants and remove barriers to participation (e.g. telephone, face-to-face,聽online聽and postal). As聽anticipated, collection methods can聽impact聽on鈥�TSM鈥痵cores, so鈥�RSH鈥痟as published the鈥�TSM鈥痙ata for individual landlords grouped according to their main survey collection method.听It has also published a breakdown of each landlord鈥檚聽overall聽satisfaction聽broken down by聽the聽collection methods聽they have used.听This will make it easier to take collection method into account when comparing different landlords. The published data also includes information on other contextual factors that can influence landlords鈥� performance, to help landlords and tenants interpret the figures.听

5. RSH鈥痯romotes聽a viable,聽efficient聽and well-governed social housing sector able to deliver more and better social homes. It does this by setting standards and carrying out robust regulation focusing on driving improvement in social landlords, including local authorities, and ensuring that housing associations are well-governed, financially聽viable聽and offer value for money. It takes聽appropriate action聽if the outcomes of the standards are not being delivered.

6. For general enquiries, email聽enquiries@rsh.gov.uk. For media enquiries please see our聽media enquiries听辫补驳别.