PI's: Communal Areas
Satisfaction: Communal Areas
TP10 GN: Satisfaction that the landlord keeps communal areas clean and well maintained – General Needs tenants
TP10 HfOP: Satisfaction that the landlord keeps communal areas clean and well maintained – HfOP tenants
TP10 LCRA: Satisfaction that the landlord keeps communal areas clean and well maintained – 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 HMPI 200 – % residents satisfied with estate services which has been used by some clubs for some time. To preserve time series analysis Acuity has simply rebadged HMPI 200 – % residents satisfied with estate services as TP10 Satisfaction that the landlord keeps communal areas clean and well maintained. 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.
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 HMPI 200 – % residents satisfied with estate services which has been used by some clubs for some time. To preserve time series analysis Acuity has simply rebadged HMPI 200 – % residents satisfied with estate services as TP10 Satisfaction that the landlord keeps communal areas clean and well maintained. 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.
Definition
This indicator is to measure the percentage of tenants who say they are very satisfied or fairly satisfied in response to the question:
Do you live in a building with communal areas, either inside or outside, that [your landlord] is responsible for maintaining?
If yes
How satisfied or dissatisfied are you that [your landlord] keeps these communal areas clean and well maintained?
The data source will be the most recent resident satisfaction survey.
Respondents will have the choice of five response categories to the second question. These are very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied. Providers should not include a don’t know/ not applicable or similar response when asking these questions. 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 reported that they live in a building with communal areas and are very satisfied or fairly satisfied.
Denominator: The number of tenants who reported they live in a building with communal areas and who gave valid answers: very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied.
Do you live in a building with communal areas, either inside or outside, that [your landlord] is responsible for maintaining?
If yes
How satisfied or dissatisfied are you that [your landlord] keeps these communal areas clean and well maintained?
The data source will be the most recent resident satisfaction survey.
Respondents will have the choice of five response categories to the second question. These are very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied. Providers should not include a don’t know/ not applicable or similar response when asking these questions. 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 reported that they live in a building with communal areas and are very satisfied or fairly satisfied.
Denominator: The number of tenants who reported they live in a building with communal areas and who gave valid answers: very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied.
Formula
A. Number of respondents (weighted where required) who reported they live in a building with communal areas and are very satisfied.
FIRST added to
B. Number of respondents (weighted where required) who reported they live in a building with communal areas and are fairly satisfied.
THEN divided by
C. Number of respondents (weighted where required) who reported that they live in a building with communal areas (not including any tenants who reported they have a communal area and gave an unprompted not known or not applicable response to the second part of the question).
Multiplied by 100.
FIRST added to
B. Number of respondents (weighted where required) who reported they live in a building with communal areas and are fairly satisfied.
THEN divided by
C. Number of respondents (weighted where required) who reported that they live in a building with communal areas (not including any tenants who reported they have a communal area and gave an unprompted not known or not applicable response to the second part of the question).
Multiplied by 100.
Worked Example
1,092 people answer the question. Of the total, 233 responded that they were very satisfied, 513 that they were fairly satisfied, 110 neither satisfied nor dissatisfied, 134 fairly dissatisfied and 102 very dissatisfied.
The percentage would therefore be calculated as:
TP10 = (A + B) * 100/C
Or in this case:
TP10 = (233 + 513) *100 /1092
TP10 = 68.31
The percentage would therefore be calculated as:
TP10 = (A + B) * 100/C
Or in this case:
TP10 = (233 + 513) *100 /1092
TP10 = 68.31