PI's: Listens & Acts
Satisfaction: Listens & Acts
TP06 GN: Satisfaction that landlord listens and acts – General Needs tenants
TP06 HfOP: Satisfaction that landlord listens and acts – HfOP tenants
TP06 LCRA: Satisfaction that landlord listens and acts – LCRA tenants
Rationale, Definition & Worked Example
Below you can find information regarding the rationale, definition and formula for this performance indicator. This includes a worked example to demonstrate how this indicator should be calculated.
Rationale
The RSH require this TSM to be collected for both LCRA and LCHO. As members also value collecting LCRA satisfaction metrics split by GN, HfOP and Supported, we have also provided GN, HfOP and Supported variants for use within clubs and to provide a greater degree of usefulness and transparency in your reporting.
You should note that simply publishing the GN, HfOP or Supported result would not be compliant.
For full details of the RSH requirements and links to TSM Guidance, click here.
This metric was introduced by the English Regulator of Social Housing (RSH) in April 2023 as one of a suite of Tenant Satisfaction Measures (TSMs). It is a regulatory requirement that all Registered Providers (RPs), regardless of size, collect and report the TSMs to their tenants.
This TSM effectively replaces STA 007 Listens & acts which has been widely used by the sector for some time. To preserve time series analysis Acuity has simply rebadged STA 007 Listens & acts as TP06 Satisfaction that the landlord listens to tenant views and acts upon them. Any differences in wording between the new and old definitions and survey method Acuity considers to be minimal. However, when reporting your results over time, good practice suggests you should note this. Providers must report each TSM using the specific description and calculation of each TSM set out in the regulatory guidance.
Definition
This indicator is to measure the percentage of tenants who say they are very satisfied or fairly satisfied in response to the question:
How satisfied or dissatisfied are you that [your landlord] listens to your views and acts upon them?
The data source will be the most recent resident satisfaction survey.
Respondents will have the choice of six response categories. These are very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied and Not applicable/Dont know. Providers must include a ‘don’t know’, ‘not applicable’ or similar response when asking this question. They must however, allow tenants who answer in this way unprompted to move on with the other questions in the survey.
Providers must ensure that, as far as possible, survey responses used to calculate tenant perception measures are representative of the relevant tenant population. Further requirements on how providers must do this, including using weighting where appropriate, are set out in Tenant Satisfaction Measures: Tenant Survey Requirements. These requirements relate to total survey responses, as defined in that document, rather than responses to each individual TSM question.
In years when there is no survey, the previous years result should be reported .
Numerator: The number of tenants who say that they are very satisfied or fairly satisfied.
Denominator: The number of tenants answering the question who gave valid answers: very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied. (not including any tenants who answered not applicable/ don’t know).
Formula
FIRST added to
B. Number of respondents (weighted where required) who reported they are fairly satisfied.
THEN divided by
C. Number of respondents (weighted where required) who answered the question (not including any tenants who answered not applicable/ Don’t know).
Multiplied by 100.
Worked Example
The percentage would therefore be calculated as:
TP06 = (A + B) * 100/C
Or in this case:
TP06 = (233 + 513) *100 /1092
TP06 = 68.31