PI's: Complaints Handling
Satisfaction: Complaints Handling
TP09 GN: Satisfaction with complaint handling General Needs tenants
TP09 HfOP: Satisfaction with complaint handling HfOP tenants
TP09 LCRA: Satisfaction with complaint handling 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
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 SP 006 – % complaints handled to the satisfaction of the tenant/service user which has been used by some clubs for some time. To preserve time series analysis Acuity has simply rebadged SP 006 – % complaints handled to the satisfaction of the tenant/service user as TP09 Satisfaction with the landlord’s approach to handling complaints. 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:
Have you made a complaint to [your landlord] in the last 12 months?
If yes
How satisfied or dissatisfied are you with [your landlord]’s approach to complaints handling?
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/Don‘t know. Providers must NOT include 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 reported they made a complaint in the last 12 months and are very satisfied or fairly satisfied.
Denominator: The number of tenants who reported they made a complaint in the last 12 months and who gave valid answers: very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied.
Formula
FIRST added to
B. Number of respondents (weighted where required) who reported they made a complaint in the last 12 months and are fairly satisfied.
THEN divided by
C. Number of respondents (weighted where required) who answered the question
Multiplied by 100.
Worked Example
The percentage would therefore be calculated as:
TP09 = (A + B) * 100/C
Or in this case:
TP09 = (233 + 513) *100 /1092
TP09 = 68.31