PI's: Overall Satisfaction
Satisfaction: Overall Service
TP01 GN: Overall satisfaction General Needs tenants
TP01 HfOP: Overall satisfaction HfOP tenants
TP01 LCRA: Overall satisfaction LCRA tenants
Rationale, Definition & Worked Example
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 TSM effectively replaces STA 001 Overall satisfaction which has been widely used by the sector for some time. To preserve time series analysis, Acuity has simply rebadged STA 001 as TSM TP01 Overall satisfaction. 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.
Providers must report each TSM using the specific description and calculation of each TSM set out in the regulatory guidance.
Definition
Providers must report each TSM using the specific description and calculation of each TSM set out in the regulatory guidance .
This indicator is to measure the percentage of tenants who say they are very satisfied or fairly satisfied in response to the question:
Taking everything into account, how satisfied or dissatisfied are you with the service provided by [your landlord]?
The data source will be the most recent tenant satisfaction survey.
Respondents will have the choice of five response categories. These are very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied and very dissatisfied. 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.
In years when there is no survey, the previous years result should be reported.
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 gave an unprompted not known or not applicable response).
Multiplied by 100.
Worked Example
The percentage would therefore be calculated as:
TP01 = (A + B) * 100/C
Or in this case:
TP01 = (233 + 513) *100 /1092
TP01 = 68.31