PI's: Time Taken for Repairs
Satisfaction: Time Taken for Repairs
TP03 GN: Satisfaction with time taken to complete most recent repair – General Needs tenants
TP03 HfOP: Satisfaction with time taken to complete most recent repair – HfOP tenants
TP03 LCRA: Satisfaction with time taken to complete most recent repair – 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. Providers must report each TSM using the specific description and calculation of each TSM set out in the regulatory guidance (links above).
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. Providers must report each TSM using the specific description and calculation of each TSM set out in the regulatory guidance (links above).
Definition
This indicator is to measure the percentage of tenants who say they are very satisfied or fairly satisfied in response to the question:
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 time taken to complete your most recent repair after you reported it?
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.
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 time taken to complete your most recent repair after you reported it?
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
A. Number of respondents (weighted where required) who reported they are very satisfied.
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.
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
1,092 people answer the question. Of the total, 233 responded that they were very satisfied, 513 that they were fairly satisfied, 110 neither satisfied nor dissatisfied, 134 fairly dissatisfied and 102 very dissatisfied.
The percentage would therefore be calculated as:
TP03 = (A + B) * 100/C
Or in this case:
TP03 = (233 + 513) *100 /1092
TP03 = 68.31
The percentage would therefore be calculated as:
TP03 = (A + B) * 100/C
Or in this case:
TP03 = (233 + 513) *100 /1092
TP03 = 68.31