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Just about at the closing of 2022, it feels a little for Social Housing, like the closing of 2017. Back then there was fevered preparation and anticipation of GDPR rolling in the following May. The anticipation now is more around the new TSM’s. These are the new Tenant Satisfaction Measures following a consultation earlier in 2022.
From 1st April 2023, all SocialHousing providers will need to start collecting data for tenant satisfaction measures on areas such as repairs, safety checks and complaints. Will the April 1st deadline make fools of many housing providers or will it all be ok? After all, most providers already would be expected to collate satisfaction feedback on initial proposed themes of repair, building safety and complaint handling. Goodness knows that many, particularly bigger ones in the sector need to be taking satisfaction seriously and acting on it constantly.
TSMs will be used alongside other tools to further scrutinise landlords, interactions (like repairs, gas servicing, compliance and dealing with ASB & complaints) with all their residents. Rather than a rod to beat landlords, I believe it may at last give an opportunity for all, particularly larger ones, to learn from issues.
After fairly extensive consultation the basic five themes have expanded now into 22 new measures, around five main themes, repairs, building safety, effective complaint-handling, respectful and helpful tenant engagement, and responsible neighbourhood management. These will be drawn from tenant surveys and landlord data (such as for the Decent Homes Standard).
There is a key split between Landlords of up to 1,000 homes and 1,000 and over. The latter have to supply stats annually, where smaller landlords can spread responses over up to two years. Also, bigger providers are allowed to sample survey and extrapolate. Surveys can be fulfilled by post, by phone, face to face or online, to meet resident needs. Demographics of people surveyed, must be very similar to those housed.
Importantly, when they publish their tenant satisfaction measures results, landlords will also have to report how they carried out their tenant perception survey, including how many responses they had and any other issues that may affect the results. An atmosphere of openness is crucial.
All of the current background to the TSMs can be found on the Housing Regulators page here
A guide for tenants has also been created for the Regulator For Social Housing. In its 32pt font, I find the guide less of an ‘Easy Read’ and perhaps too ‘dumbed down’ personally. I accept it must have been done in good faith, well meaning to meet established standards to reach all tenants.
While I am all for cutting out the jargon, social housing tenants are not stupid in my experience and should never in my opinion be treated as such. Access the guide here
Here to help set the scene, are the raw TSMs :-
Overall satisfaction
1. Overall satisfaction with the service provided by the landlord. Measured by: tenant perception survey
Keeping properties in good repair
2. Satisfaction with repairs. Measured by: tenant perception survey
3. Satisfaction with time taken to complete most recent repair. Measured by: tenant perception survey
4. Satisfaction that the home is well-maintained. Measured by: tenant perception survey
5. Homes that do not meet the Decent Homes Standard. Measured by: landlords’ management information
6. Repairs completed within target timescale. Measured by: landlords’ management information
Maintaining building safety
7. Satisfaction that the home is safe. Measured by: tenant perception survey
Safety checks
8. Gas safety checks. Measured by: landlords’ management information
9. Fire safety checks. Measured by: landlords’ management information
10. Asbestos safety checks. Measured by: landlords’ management information
11. Water safety checks. Measured by: landlords’ management information
12. Lift safety checks. Measured by: landlords’ management information
Respectful and helpful engagement
13. Satisfaction that the landlord listens to tenant views and acts upon them. Measured by: tenant perception survey
14. Satisfaction that the landlord keeps tenants informed about things that matter to them. Measured by: tenant perception survey
15. Agreement that the landlord treats tenants fairly and with respect. Measured by: tenant perception survey
Effective handling of complaints
16. Satisfaction with the landlord’s approach to handling of complaints. Measured by: tenant perception survey
17. Complaints relative to the size of the landlord. Measured by: landlords’ management information
18. Complaints responded to within Complaint Handling Code timescales. Measured by: landlords’ management information
Responsible neighbourhood management
19. Satisfaction that the landlord keeps communal areas clean and well-maintained. Measured by: tenant perception survey
20. Satisfaction that the landlord makes a positive contribution to neighbourhoods. Measured by: tenant perception survey
21. Satisfaction with the landlord’s approach to handling anti-social behaviour. Measured by: tenant perception survey
22. Anti-social behaviour cases relative to the size of the landlord. Measured by: landlords’ management information
IMHO, most providers with recent and well integrated Housing Management Solutions, should have little difficulty meeting the challenge of collating and managing this data. This presupposes ASB case and Asset management, including Decent Homes reporting is already in place. Most package solutions allow the facility to issue satisfaction surveys, campaigns etc, either in bulk, randomly or on demand, sometimes utilising workflow. This may not be a module/features already in use, but could easily be purchased/implemented before April 2023.
In-built self-service features are very useful where satisfaction surveys can be quickly issued, responded to by existing self-service users. Landlords should check these are available, lobby suppliers for them, or make them available. Clearly good take-up is key for tenants who can and are willing to interact on-line. For those who can’t or wont, an omni-channel approach is essential.
Joined up thinking and integrated systems these days can also be well achieved using an umbrella CRM, such as Microsoft Dynamics D365, Netcall, Salesforce or others. In particular, these CRMs often have features easy to implement or enable, at additional minimal cost. One example is the Microsoft Customer Voice (MSCV), in Microsoft Dynamics 365, essentially Forms Pro with some Go-Faster stripes. This approach keeps garnering satisfaction data within the ‘curtilage’ of existing integration, so everything can be managed together.
Applications that have capabilities to ‘bolt into’ existing integrated solutions and databases, would be my next consideration. There is great automation out there from the likes of Voicescape and others, which can allow use of Cloud data received and tie up with core contact and asset repairs data.
Last on my recommendations are totally isolated solutions that have just cropped up to solve this particular new social housing requirement. This always happens, it did with ASB, complaints and Decent Homes before, although you should expect anything these days to be all in the Cloud. Two things to consider on this, are integration prospects and how flexible the solution was based on its original source.
For integration, don’t get wrapped up in the ‘deer park rutting’ of struggling to integrate. Make integration part of the sale, or a guarantee to integrate with a contract penalty. That often seperates the men from the boys, or the women from the girls. Secondly, ensure if any new solution is already in use (& it might not be!) and live, compare carefully that site with yours. Consider the practicalities and the gaps between what you need and what’s available. There is also safety in numbers, remember its less painful to come in later, after pioneers have worked hard and frustratingly, with all the arrows in their backs!
As with any systems or applications, be sure to ask the right questions and not be comprehensively fooled. If in doubt, ask someone, a Critical Friend or similar, to ask those questions confidently on your behalf.
Happy New Year, lets hope for a better one, and get yourself prepared for those TSM’s
Related Post: Why does SocialHousing fail so bad with repairs?
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DeWolff - What's the Measure of a Man.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
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