PI's: Overall Repairs Service
Satisfaction: Overall Repairs Service
TP02 GN: Satisfaction with repairs General Needs tenants
TP02 HfOP: Satisfaction with repairs HfOP tenants
TP02 LCRA: Satisfaction with repairs 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 LCRA tenants. 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 TSM effectively replaces STA 006 Satisfaction with repairs which has been widely used by the sector for some time and like TP02 Satisfaction with repairs was driven by a perception survey. To preserve time series analysis Acuity has simply rebadged STA 006 Satisfaction with repairs as TP02 Satisfaction with repairs. Any differences in wording between the new and old definitions and survey method are considered to be minimal. However, when reporting your results over time, good practice suggests you should note this.
Do not use this metric to capture real-time transactional satisfaction data. Instead use HMPI 102 Satisfaction with repairs. Providers must report each TSM using the specific description and calculation of each TSM set out in the regulatory guidance (links above).
Definition
Has [your landlord] carried out a repair to your home in the last 12 months?
If yes
How satisfied or dissatisfied are you with the overall repairs service from [your landlord] over the last 12 months?
The data source will be the most recent tenant satisfaction survey.
Providers must use question wording and response options set out in Table 2 in Tenant Satisfaction Measures: Tenant Survey Requirements. This means that the question wording must be as above and that providers must not 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.
Where TP02 and TP03 are asked consecutively (or where survey routing is used) it is permissible to ask the first part of the question once, as long as all tenants who report they have received a repair in the last year (and only these tenants) are able to answer both questions.
In years when there is no survey, the previous years result should be reported .
Numerator: The number of tenants who say that they are very satisfied or fairly satisfied.
Denominator: The number of tenants answering the question 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 are fairly satisfied.
THEN divided by
C. Number of respondents (weighted where required) who answered the question (not including any tenants who reported they have not received a repair in the last 12 months or who gave an unprompted not known or not applicable response).
Multiplied by 100.
Worked Example
The percentage would therefore be calculated as:
TP02 = (A + B) * 100/C
Or in this case:
TP02 = (233 + 513) *100 /1092
TP02 = 68.31