PI's: Handling of ASB
Satisfaction: Handling of ASB
TP12 GN: Satisfaction with landlord handling of ASB – General Needs tenants
TP12 HfOP: Satisfaction with landlord handling of ASB – HfOP tenants
TP12 LCRA: Satisfaction with landlord handling of ASB – 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.
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 with [your landlord]’s approach to handling anti-social behaviour?
The data source will be the most recent resident satisfaction survey.
Respondents will have the choice of six response categories to this question. These are very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied and Not applicable/Don’t know. Providers must include a don’t know / not applicable or similar response when asking this question.
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 are very satisfied or fairly satisfied.
Denominator: The number of tenants who gave valid answers: very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied, (not including any respondents who answered not applicable/ don’t know).
Formula
FIRST added to
B. number of respondents (weighted where required) who 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:
TP12 = (A + B) * 100/C
Or in this case:
TP12 = (233 + 513) *100 /1092
TP12 = 68.31