Note: This TSM metric relates to LCRA units

The RSH require this TSM to be collected for all LCRA homes.

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 new TSM metric effectively combines GNPI 19 – Percentage of urgent repairs completed within target time and GNPI 20 – Percentage of routine repairs completed within target time which have been widely used by the sector for some time. Unfortunately it is not possible to combine the two older metrics into a single figure for the purposes of time-series-analysis.

You can add your target timescales for repairs in the HA Profile section of the benchmarking application.

Notes on repair definitions

To maintain consistency between what is set out here and in the RSH documentation, the following requirements pertain to both RP02 Non-emergency repairs and RP02 Emergency repairs. So, depending on which metric you are reporting (non-emergency or emergency) you need to draw on the relevant parts of the following:

A responsive repair is a reported defect to the property occupied by one or more tenants that is the landlord’s responsibility to make good. It includes any such repairs within individual dwelling units, as well as communal areas or other parts of buildings that are occupied by at least one tenant. It does not include any repairs that are part of planned or cyclical works.

• Emergency repairs are repairs that are necessary to prevent serious damage to the building, danger to health, risk to safety or risk of serious loss or damage to the occupier’s property.
• Non-emergency repairs refer to all other responsive repairs.

Providers must include all responsive repairs in the TSM, including where they have commissioned a contractor or third party to carry out repairs and repairs recharged to the tenant or a third party.

The completion time for each responsive repair must measure the end-to-end time, from the date that the repair was first brought to the landlord’s attention by the tenant (or other party) until the date that the repair was completed, as confirmed by the contractor/operative.

A target timescale represents the maximum end-to-end completion time (days or hours) for a particular type of responsive repair that the provider has set as a service standard.

For the purposes of this TSM, all providers must set such target timescales for emergency and non-emergency responsive repairs as a minimum. Providers are permitted to set more than one target timescale corresponding to different types of non-emergency or emergency responsive repair. For example, within non-emergency responsive repairs, providers may set different target timescales for ‘urgent’ and ‘non-urgent’ repairs (or for different stock types or management areas).

Where different target timescales for emergency or non-emergency repairs are used, providers must combine results to generate the two metrics above, with each repair considered against the target timescale pertaining to it.

For example, if a provider completed (a) 50 of 100 (50%) urgent responsive repairs within a specific target timescale (10 days); and (b) 90 of 100 (90%) routine responsive repairs within a longer target timeline (20 days); they would calculate the non-emergency repairs metric as (50+90)/ (100+100) = 70% and report Part 1 of the TSM as follows:

• 70% of non-emergency responsive repairs completed during the year were completed within the providers’ target timescale.
• The target timescales used to generate this TSM were 10 days for urgent responsive repairs, and 20 days for routine responsive repairs.

Each registered provider must report its target timescales used to generate this TSM.