PI's: Treated Fairly & With Respect
Satisfaction: Treated Fairly & With Respect
TP08 GN: Satisfaction that landlord treats General Needs tenants fairly and with respect
TP08 HfOP: Satisfaction that landlord treats HfOP tenants fairly and with respect
TP08 LCRA: Satisfaction that landlord treats LCRA tenants fairly and with respect
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
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.
Definition
This indicator is to measure the percentage of tenants who say they are very satisfied or fairly satisfied in response to the question:
To what extent do you agree or disagree with the following ‘[my landlord] treats me fairly and with respect’
The data source will be the most recent resident satisfaction survey.
Respondents will have the choice of six response categories. These are strongly agree, agree, neither agree nor disagree, disagree, strongly disagree and Not applicable/Don’t 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 year’s result should be reported.
Numerator: The number of tenants who say that they strongly agree or agree.
Denominator: The number of tenants answering the question who gave valid answers: strongly agree, agree, neither agree nor disagree, disagree, strongly disagree. (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 respondents who answered not applicable/ Don’t know).
Multiplied by 100.
Worked Example
The percentage would therefore be calculated as:
TP08 = (A + B) * 100/C
Or in this case:
TP08 = (233 + 513) *100 /1092
TP08 = 68.31