Traffic signs manual: Chapter 4: Warning signs

Product Information

There are 12 tenant perception measures proposed (those with a code prefix TP) and 10 which would be collected through registered providers’ management information (those with a code prefix RP, BS, CH or NM). The areas that the proposed TSMs cover are set out in Table E1 below: 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. The White Paper highlights ASB as a key issue affecting tenants and sets the specific aim that the TSMs will improve transparency on how landlords are performing in this area. 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?’ For the reason given in paragraph 8.7 we are not proposing to introduce a TSM relating to electrical safety as part of this consultation. Consultation question 4 – Maintaining building safety TSMs BS01-BS05

We recognise that a number of the above aims and principles may compete with each other. We expect that some TSMs, or certain aspects of our related requirements, may achieve some aims better than others, but we consider that they are all important. Our intention is to strike an appropriate balance between these competing aims. 7. The proposed Tenant Satisfaction Measures Standard Proposed introduction of a TSM Standard Under section 193 of the Housing and Regeneration Act 2008, we can set consumer standards for registered providers. These are about the nature, extent and quality of accommodation, facilities or services provided by registered providers connected with social housing, as further detailed in section 193 of the Act. For the TSM relating to satisfaction with the neighbourhood, we have presented a lead proposal and an alternative option. Do you agree with the lead proposal that TP09 is Satisfaction that the landlord makes a positive contribution to neighbourhoods? We propose that registered providers would have to publish a summary of the methodology they have used to generate tenant perception survey data for the TSMs, alongside their published TSM data. We think this is an important aspect of being transparent about how the data has been collected. Registered providers of different sizesIt may be helpful for consultees to consider these key principles when thinking about and responding to the proposals in this consultation. To what extent do you agree or disagree with the following “my landlord treats me fairly and with respect”?’

TSMs should meet the dual aims set out in the White Paper where possible. These aims are that TSMs should provide tenants with greater transparency about their landlord’s performance and inform the regulator about how a registered provider is complying with the consumer standards Accurate i. The Department for Levelling Up, Housing and Communities plans to consult on electrical safety in the social rented sector and has set up a Working Group to help inform that consultation. This work is underway but has not yet concluded. We will therefore decide on the most appropriate action to take in relation to introducing a TSM on electrical safety once this work is concluded. to ensure that tenants of social housing have the opportunity to be involved in its management and to hold their landlords to account Consultation question 11 – TP10 Satisfaction with the landlord’s approach to handling of anti-social behaviour in setting consumer standards, we must have regard to the desirability of registered providers being free to choose how to provide services and conduct business (section 193(3) of the Act),set a new consumer standard (the TSM Standard) which would include specific expectations applicable to all registered providers of social housing in relation to TSMs set by the regulator The White Paper highlights prompt and effective complaints handling as a key issue that matters to tenants and the role of the Complaint Handling Code in promoting consistency across landlords’ complaints procedures. In meeting paras 2.1 and 2.2 above, registered providers must ensure that the information is an accurate, reliable, valid, and transparent reflection of their performance against the TSMs. We recognise that the proposed wording combines the slightly different concepts of fairness and respect in the same question. However, the question is seeking to capture tenant views about the way they are treated by their landlord and – given that there is likely to be a high degree of correlation between views on ‘fairness’ and ‘respect’– we do not consider that it would be proportionate to create two TSMs to measure these concepts separately. Consultation question 8 – TSMs about Respectful and helpful engagement There are four proposed TSMs under the theme of Keeping properties in good repair (RP01 Homes that do not meet the Decent Homes Standard, RP02 Repairs completed within target timescale, TP02 Satisfaction with repairs and TP03 Satisfaction with time taken to complete most recent repair).