PI's: Well Maintained Home
Satisfaction: Well Maintained Home
TP04 GN: Satisfaction that the home is well maintained – General Needs tenants
TP04 HfOP: Satisfaction that the home is well maintained – HfOP tenants
TP04 LCRA: Satisfaction that the home is well maintained 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. Providers must report each TSM using the specific description and calculation of each TSM set out in the regulatory guidance.
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 that [your landlord] provides a home that is well maintained?
The data source will be the most recent tenant satisfaction survey.
Providers must follow the requirements in Tenant Satisfaction Measures: Tenant Survey Requirements.
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.
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.
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:
TP04 = (A + B) * 100/C
Or in this case:
TP04 = (233 + 513) *100 /1092
TP04 = 68.31