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RSH announces plans for a National Tenant Survey

RSH plans to carry out a National Tenant Survey (NTS) with social housing tenants, to understand how satisfied they are with their landlords.

All social landlords, including housing associations and councils, already need to collect Tenant Satisfaction Measures (TSMs) from their tenants. RSH’s one-off tenant survey will be in addition to landlords’ TSMs, using the same questions. It will give RSH a robust and independent benchmark for landlords’ TSM results and provide information about levels of satisfaction among different groups of tenants.

RSH is undertaking a procurement to find a supplier to carry out the survey.

The TSMs are an important part of RSH’s move to proactive consumer regulation. They enable tenants to scrutinise their landlord’s performance, give landlords insight about where they can improve, and provide information to help RSH understand landlords’ service delivery.

RSH is also currently consulting on a new set of consumer standards to protect tenants, and developing its approach for new landlord inspections that will start from April 2024.

Will Perry, Director of Strategy at RSH, said: “The TSMs are an important way for tenants to hold their landlord to account. Our National Tenant Survey will help us to scrutinise the responses that landlords submit to us, and give us deeper understanding of satisfaction across the sector.

We’re gearing up for the biggest change in social housing regulation for a decade. It’s vital that landlords focus on their core objectives of providing good quality homes and services for their tenants, and building new homes for people who need them.”

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