Consultation outcome

Annex 1: Numerical analysis of individual question responses (accessible)

Updated 21 September 2022

Introduction

1 - This annex provides a summary of the responses received to the TSM consultation questions.

2 - 1,098 responses were received to the consultation. Of these, 982 responses were submitted in full via the online survey and a further 116 responses were sent directly to the regulator by either post or email. Most of these responses directly addressed the consultation questions posed and are included in the analysis tables and charts presented in this annex. The regulator was unable to include 12 responses in the numerical analysis for individual consultation questions, as they did not directly answer any of the consultation questions. These 12 responses are only included in Table A and Chart A, which provide a summary of all responses that the regulator received to the TSM consultation. All categorisations of respondent type are taken directly from the responses supplied.

Table A: Summary of responses to consultation

Respondent type	Number	Percentage of total responses
Social housing tenant in rental accommodation	592	54%
Shared owner with a registered provider	28	3%
Local authority registered provider	120	11%
Private registered provider	184	17%
Stakeholder organisation	58	5%
Other	116	11%
Total responses	1,098	100%

3 - The following tables and charts provide a summary of the responses received to the TSM consultation. Some respondents partially completed the full survey which accounts for the differences in numbers responding to each question. Percentages have been rounded to the nearest whole number and refer to the percentage of those who answered each question (rather than the total number of respondents to the consultation).

Question 1a

Do you agree that the proposed TSM standard a. sets clear expectations for registered providers?

Table 1a. Overview of responses to Question 1a

		Agree		Disagree
	Total number of responses	%	Number	%	Number
Total	1,029	92%	944	8%	85
Social housing tenant in rental accommodation	565	94%	528	7%	37
Shared owner with a registered provider	26	96%	25	4%	1
Private registered provider	170	90%	153	10%	17
Local authority registered provider	118	91%	107	9%	11
Stakeholder organisation	51	88%	45	12%	6
Other	99	87%	86	13%	13

Question 1b

Do you agree that the proposed TSM standard b. supports the regulator in ensuring that the TSMs provide tenants with greater transparency about their landlord’s performance (one of the aims of the TSMs in the White Paper)?

Table 1b. Overview of responses to Question 1b

		Agree		Disagree
	Total number of responses	%	Number	%	Number
Total	1,020	90%	918	10%	102
Social housing tenant in rental accommodation	562	93%	520	7%	42
Shared owner with a registered provider	26	96%	25	4%	1
Private registered provider	168	85%	142	15%	26
Local authority registered provider	117	93%	109	7%	8
Stakeholder organisation	49	86%	42	14%	7
Other	98	82%	80	18%	18

Question 2

We are proposing to introduce two TSMs about timeliness of repairs (RP02 Repairs completed within target timescale; TP03 Satisfaction with time taken to complete most recent repair). Do you agree that both RP02 and TP03 should be used to measure timeliness of repairs?

Table 2. Overview of responses to Question 2

		Agree		Disagree
	Total number of responses	%	Number	%	Number
Total	1,025	86%	882	14%	143
Social housing tenant in rental accommodation	567	94%	534	6%	33
Shared owner with a registered provider	26	96%	25	4%	1
Private registered provider	170	73%	124	27%	46
Local authority registered provider	116	73%	85	27%	31
Stakeholder organisation	46	76%	35	24%	11
Other	100	79%	79	21%	21

Question 3

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; TP03 Satisfaction with time taken to complete most recent repair). Overall, do you think they give a well-rounded view of performance under this theme?

Table 3. Overview of responses to Question 3

		Yes		No
	Total number of responses	%	Number	%	Number
Total	998	78%	779	22%	219
Social housing tenant in rental accommodation	550	82%	450	18%	100
Shared owner with a registered provider	25	96%	24	4%	1
Private registered provider	165	69%	114	31%	51
Local authority registered provider	116	74%	86	26%	30
Stakeholder organisation	47	70%	33	30%	14
Other	95	76%	72	24%	23

Question 4

Do you agree with the proposal to use the individual homes for which the relevant safety checks have been carried out as the basis for the following Maintaining Building Safety TSMs: BS01 Gas safety checks; BS02 Fire safety checks; BS03 Asbestos safety checks; BS04 Water safety checks; BS05 Lift safety checks?

Table 4. Overview of responses to Question 4

		Agree		Disagree
	Total number of responses	%	Number	%	Number
Total	986	88%	867	12%	119
Social housing tenant in rental accommodation	539	91%	490	9%	49
Shared owner with a registered provider	25	92%	23	8%	2
Private registered provider	169	82%	139	18%	30
Local authority registered provider	114	86%	98	14%	16
Stakeholder organisation	46	83%	38	17%	8
Other	93	85%	79	15%	14

Question 5

There are six proposed TSMs under the theme of Maintaining Building Safety (BS01 Gas safety checks; BS02 Fire safety checks; BS03 Asbestos safety checks; BS04 Water safety checks; BS05 Lift safety checks; TP04 Satisfaction that the home is well maintained and safe to live in). Overall, do you think they give a well-rounded picture of performance under this theme?

Table 5. Overview of responses to Question 5

	Total number of responses	Yes		No
		%	Number	%	Number
Total	974	78%	762	22%	212
Social housing tenant in rental accommodation	533	82%	437	18%	96
Shared owner with a registered provider	24	96%	23	4%	1
Private registered provider	167	69%	115	31%	52
Local authority registered provider	112	74%	83	26%	29
Stakeholder organisation	47	75%	35	26%	12
Other	91	76%	69	24%	22

Question 6

Do you agree with the proposal that TP11 Satisfaction with the landlord’s approach to handling of complaints is measured by a perception survey?

Table 6. Overview of responses to Question 6

	Total number of responses	Agree		Disagree
		%	Number	%	Number
Total	972	68%	664	32%	308
Social housing tenant in rental accommodation	526	76%	402	24%	124
Shared owner with a registered provider	24	88%	21	13%	3
Private registered provider	169	52%	87	49%	82
Local authority registered provider	114	62%	71	38%	43
Stakeholder organisation	46	61%	28	39%	18
Other	93	59%	55	41%	38

Question 7

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; TP12 Tenant knowledge of how to make a complaint). Overall, do you think they give a well-rounded picture of performance under this theme?

Table 7. Overview of responses to Question 7

	Total number of responses	Yes		No
		%	Number	%	Number
Total	973	75%	734	25%	239
Social housing tenant in rental accommodation	525	79%	412	22%	113
Shared owner with a registered provider	24	83%	20	17%	4
Private registered provider	169	70%	119	30%	50
Local authority registered provider	115	73%	84	27%	31
Stakeholder organisation	47	66%	31	34%	16
Other	93	73%	68	27%	25

Question 8

There are three proposed TSMs under the theme of Respectful and Helpful Engagement (TP05 Satisfaction that the landlord listens to tenant views and acts upon them; TP06 Satisfaction that the landlord keeps tenants informed about things that matter to them; TP07 Agreement that the landlord treats tenants fairly and with respect). Overall, do you think they give a well-rounded picture of performance under this theme?

Table 8. Overview of responses to Question 8

	Total number of responses	Yes		No
		%	Number	%	Number
Total	960	77%	738	23%	222
Social housing tenant in rental accommodation	509	79%	400	21%	109
Shared owner with a registered provider	24	92%	22	8%	2
Private registered provider	171	76%	130	24%	41
Local authority registered provider	115	78%	90	22%	25
Stakeholder organisation	48	73%	35	27%	13
Other	93	66%	61	34%	32

Question 9

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?

Table 9. Overview of responses to Question 9

	Total number of responses	Yes – I agree with the lead proposal for TP09 which is: Satisfaction that the landlord makes a positive contribution to neighbourhoods.		No – I prefer the alternative option for TP09 which is: Satisfaction with your neighbourhood as a place to live		No – I don’t agree with either option		No - I don’t think there should be a TSM about satisfaction with the neighbourhood in the suite of TSMs
		%	Number	%	Number	%	Number	%	Number
Total	960	50%	481	28%	270	13%	121	9%	88
Social housing tenant in rental accommodation	508	63%	320	24%	120	9%	44	5%	24
Shared owner with a registered provider	24	71%	17	25%	6	4%	1	0%	0
Private registered provider	171	25%	43	38%	65	20%	34	17%	29
Local authority registered provider	115	35%	40	36%	41	17%	19	13%	15
Stakeholder organisation	50	42%	21	28%	14	16%	8	14%	7
Other	92	44%	40	26%	24	16%	15	14%	13

Question 10

Do you agree with the proposal that TP10 about satisfaction with the landlord’s approach to handling of anti-social behaviour is measured by a perception survey?

Table 10. Overview of responses to Question 10

	Total number of responses	Agree		Disagree
		%	Number	%	Number
Total	953	71%	673	29%	280
Social housing tenant in rental accommodation	504	75%	378	25%	126
Shared owner with a registered provider	24	96%	23	4%	1
Private registered provider	170	57%	97	43%	73
Local authority registered provider	115	68%	78	32%	37
Stakeholder organisation	48	71%	34	29%	14
Other	92	69%	63	32%	29

Question 11

There are four proposed TSMs under the theme of Responsible Neighbourhood Management (NM01 Anti-social behaviour cases relative to the size of the landlord; TP08 Satisfaction that the landlord keeps communal areas clean, safe and well maintained; TP09 Satisfaction that the landlord makes a positive contribution to neighbourhoods; TP10 Satisfaction with the landlord’s approach to handling of anti-social behaviour). Overall, do you think they give a well-rounded picture of performance under this theme?

Table 11. Overview of responses to Question 11

	Total number of responses	Yes		No
		%	Number	%	Number
Total	943	71%	669	29%	274
Social housing tenant in rental accommodation	498	79%	395	21%	103
Shared owner with a registered provider	24	92%	22	8%	2
Private registered provider	167	54%	90	46%	77
Local authority registered provider	114	66%	75	34%	39
Stakeholder organisation	48	60%	29	40%	19
Other	92	63%	58	37%	34

Question 12a

Please tell us your views on the number of TSMs by selecting one of the following options:

• There are too many TSMs in the suite
• There is the right number of TSMs in the suite.
• There are too few TSMs in the suite

Table 12a. Overview of responses to Question 12a

		There are too many TSMs in the suite		There is the right number of TSMs in the suite		There are too few TSMs in the suite
	Total number of responses (n)	%	Number	%	Number	%	Number
Total	917	18%	169	70%	638	12%	110
Social housing tenant in rental accommodation	471	15%	70	72%	341	13%	60
Shared owner with a registered provider	24	8%	2	71%	17	21%	5
Private registered provider	169	29%	49	63%	107	8%	13
Local authority registered provider	114	18%	21	70%	80	11%	13
Stakeholder organisation	48	23%	11	65%	31	13%	6
Other	91	18%	16	68%	62	14%	13

Question 12b.

Do you think there are any TSMs that should be added to or removed from the final suite of TSMs?

Table 12b. Overview of responses to Question 12b

		Yes		No
	Total number of responses	%	Number	%	Number
Total	897	44%	393	56%	504
Social housing tenant in rental accommodation	453	25%	114	75%	339
Shared owner with a registered provider	23	26%	6	74%	17
Private registered provider	171	71%	121	29%	50
Local authority registered provider	115	57%	66	43%	49
Stakeholder organisation	48	69%	33	31%	15
Other	87	61%	53	39%	34

Question 12c

Overall, do you think the suite of TSMs works well as a whole in providing rounded information to tenants about their landlord’s performance?

Table 12c. Overview of responses to Question 12c

		Yes		Partially		No		Don’t know
	Total number of responses (n)	%	Number	%	Number	%	Number	%	Number
Total	958	47%	446	38%	363	6%	59	9%	90
Social housing tenant in rental accommodation	507	50%	251	28%	142	8%	38	15%	76
Shared owner with a registered provider	24	42%	10	42%	10	4%	1	13%	3
Private registered provider	169	46%	78	49%	82	4%	7	1%	2
Local authority registered provider	116	48%	56	47%	55	3%	3	2%	2
Stakeholder organisation	48	44%	21	48%	23	6%	3	2%	1
Other	94	32%	30	54%	51	7%	7	6%	6

Question 13

Chapter 9 of the consultation document covers some general requirements that apply to all TSMs, which are addressed in more detail in Tenant Satisfaction Measures: Technical Requirements. These include how providers should collect and report the TSMs, the types of homes that should be included, as well as the time period over which data should be reported. Do you agree with these proposals?

Table 13. Overview of responses to Question 13

		Agree		Disagree
	Total number of responses	%	Number	%	Number
Total	915	82%	754	18%	161
Social housing tenant in rental accommodation	473	88%	418	12%	55
Shared owner with a registered provider	24	88%	21	13%	3
Private registered provider	170	70%	119	30%	51
Local authority registered provider	114	85%	97	15%	17
Stakeholder organisation	46	72%	33	28%	13
Other	88	75%	66	25%	22

Question 14

We propose to allow providers to choose the most appropriate survey collection method (e.g., postal, by phone, online etc.) to obtain data for the tenant perception measures TP01-TP12. Do you agree with this proposal?

Table 14. Overview of responses to Question 14

		Agree		Disagree
	Total number of responses	%	Number	%	Number
Total	927	79%	730	21%	197
Social housing tenant in rental accommodation	482	80%	384	20%	98
Shared owner with a registered provider	24	79%	19	21%	5
Private registered provider	173	80%	138	20%	35
Local authority registered provider	115	81%	93	19%	22
Stakeholder organisation	44	77%	34	23%	10
Other	89	70%	62	30%	27

Question 15

Chapter 10 of the consultation document covers some requirements that apply to the TSMs which are tenant perception measures (TP01-TP12). These requirements are addressed in more detail in Tenant Satisfaction Measures: Tenant Survey Requirements. The requirements include survey type, survey timing, response options and who is to be surveyed. Do you agree with these requirements?

Table 15. Overview of responses to Question 15

		Agree		Disagree
	Total number of responses	%	Number	%	Number
Total	892	83%	739	17%	153
Social housing tenant in rental accommodation	465	90%	418	10%	47
Shared owner with a registered provider	23	87%	20	13%	3
Private registered provider	164	70%	114	31%	50
Local authority registered provider	114	78%	89	22%	25
Stakeholder organisation	43	79%	34	21%	9
Other	83	77%	64	23%	19

Question 16

We propose to tailor our TSM requirements for registered providers that own fewer than 1,000 relevant homes. This includes not requiring them to submit TSM data to the regulator, allowing them to collect and report TSMs annually according to a reporting year other than 1 April to 31 March and allowing them to undertake a census tenant perception survey. Do you agree with this approach?

Table 16. Overview of responses to Question 16

		Agree		Disagree
	Total number of responses	%	Number	%	Number
Total	885	71%	624	30%	261
Social housing tenant in rental accommodation	474	68%	320	33%	154
Shared owner with a registered provider	23	61%	14	39%	9
Private registered provider	156	79%	123	21%	33
Local authority registered provider	107	76%	81	24%	26
Stakeholder organisation	46	72%	33	28%	13
Other	79	67%	53	33%	26

Question 17

Chapter 13 of the consultation document covers our proposed guidance about the submission of information to the regulator in relation to the TSMs. This includes generally not using TSM information as a source of regulatory intelligence in isolation, but rather as information we may take into account alongside other sources. Do you agree with this proposed approach?

Table 17. Overview of responses to Question 17

		Agree		Disagree
	Total number of responses	%	Number	%	Number
Total	906	91%	827	9%	79
Social housing tenant in rental accommodation	467	87%	406	13%	61
Shared owner with a registered provider	23	100%	23	-	0
Private registered provider	173	98%	169	2%	4
Local authority registered provider	113	98%	111	2%	2
Stakeholder organisation	47	92%	43	9%	4
Other	83	90%	75	10%	8

Question 18

Do you agree with our conclusions in the draft Regulatory Impact Assessment?

Table 18. Overview of responses to Question 18

		Yes		No
	Total number of responses	%	Number	%	Number
Total	845	87%	735	13%	110
Social housing tenant in rental accommodation	461	88%	407	12%	54
Shared owner with a registered provider	22	91%	20	9%	2
Private registered provider	150	86%	129	14%	21
Local authority registered provider	103	85%	88	15%	15
Stakeholder organisation	35	80%	28	20%	7
Other	74	85%	63	15%	11

Question 19

Do you agree with our conclusions in the draft Equality Impact Assessment? The regulator particularly welcomes views on whether the proposals will have a positive or negative impact on people who share one or more protected characteristics (as set out in the Equality Act 2010).

Table 19. Overview of responses to Question 19

		Yes		No
	Total number of responses	%	Number	%	Number
Total	821	90%	736	10%	85
Social housing tenant in rental accommodation	441	89%	393	11%	48
Shared owner with a registered provider	22	91%	20	9%	2
Private registered provider	144	92%	132	8%	12
Local authority registered provider	102	93%	95	7%	7
Stakeholder organisation	37	87%	32	14%	5
Other	75	85%	64	15%	11