Regulator’s system criticised for creating inaccurate picture of landlords’ local performance
TSA to overhaul satisfaction data
The Tenant Services Authority is planning a radical shake-up of the way tenant satisfaction data is collected, because residents are so unhappy with the present system.
Tenants and landlords are dissatisfied because data is currently collected nationally - making it is virtually meaningless at a local level for larger providers.
Residents are annoyed because they are unable to judge how effective landlords are in the areas in which they live.
Associations also think the statistics can conceal exceptional performance in some localities. Some have contacted polling companies to compile their own satisfaction scores because they feel the TSA’s figures do not give an accurate picture.
The social housing regulator has been holding talks with the National Housing Federation, the Tenant Participation and Advisory Service and the Local Government Association about changing the current method of collating tenants’ views.
Peter Marsh, chief executive of the TSA, said it would publish a discussion paper after May’s general election, setting out a number of options for reform.
Scores could be collated locally for each landlord so tenants can accurately compare how their housing association is performing against others in their city or town.
Tenant satisfaction ratings are available for comparison on the TSA’s website, and give figures for how happy tenants are with their landlord’s repairs service and how well their views are taken into account. Housing associations must submit their scores, which are for all tenants nationally, every three years.
A number of landlords have expressed concern that the data on the TSA’s website is too old to be accurate.
The National Housing Federation said it was happy to work with the TSA over any proposed reforms. But policy leader John Bryant said it would always be difficult to gain an accurate picture of how happy tenants really are as some surveys might be carried out prior to tenants receiving new kitchens and bathrooms, which could dramatically change their perceptions.
‘There is never going to be any system which is perfect, and it is important that we recognise that there will be ongoing issues with any new way of collecting information,’ he said.
Michael Gelling, chair of the Tenants’ and Residents’ Organisations of England, said more localised data would help landlords identify the root of problems with services in different places, regardless of whether the landlord was national or simply owned properties across several neighbourhoods.
He said: ‘More local scrutiny is much better in my opinion. It is something we have been asking for all along in conversations with the TSA.’
Richard Capie, director of policy at the Chartered Institute of Housing, said: ‘This change reflects the TSA’s focus on local standards. It will be helpful for tenants to compare landlords at a local level, but we will still need to be able to take lessons from the scores which will influence national policy.’
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Readers' comments (15)
Allister Young | 16/04/2010 9:41 am
What isn't mentioned is the TSA's inability to put satisfaction scores on the website for associations with less than 1000 homes. If what we are concerned about is the ability of tenants to see how landlords are performing at a local level, then this data is critical as it us often the smaller associations that are driving standards forward in the local context.
And what is particularly annoying for smaller associations is the wording on the TSA's website which suggestes the data for smaller associations isn't collected because they haven't supplied the data, when the reality is that the TSA isn't prepared to accept the information!
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Norman Adams | 16/04/2010 10:07 am
some one needs to tell Peter that after May's election - he could be looking for a new post - as in the event of a Tory win - the TSA will be no more?
"Peter Marsh, chief executive of the TSA, said it would publish a discussion paper after May’s general election"
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EssexMan | 16/04/2010 10:29 am
Don't panic Norman! Even if the tories were to win (and that's far from certain) it would require primary legislation to abolish the TSA as it's exsistance is enshrined within the 2008 ACT
Seriously though, on the point of the story I hope this is only the first PI to be reviewed. Half the trouble with the current 'scoring' system is that Housing Providers often collate the information differently to their neighbours giving comparison data that is out of kilter.
It's widespread guidelines on how data should be collated that's needed - from ALL HPs, including those with under 1000 units.
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the purple avenger | 16/04/2010 12:29 pm
Surely with all this focus on 'local' the idea of comparable dat is now out dated and redundant? The purpose of the PIs generally is for comparison - we can all now turn round and say that we are pursuing local agendas so the idea of comparison is not valid.
And its correct - abolition of th TSA requires primary legislation so I suspect it would be the Tories first action should they win. However, peter Marsh could be removed a lot quicker - its a HR issue which would not require legislation.
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kass | 16/04/2010 1:55 pm
Tenants satisfaction ratings have been a great con.
Most tenants will say they are happy just to avoid more trouble.
Any housing professional (and there aren't many) who has the full trust and the confidence of tenants to be told by them what they really think, knows that most of these statistics are just a great deception at tenants expenses.
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Ronnie Gill | 16/04/2010 3:54 pm
It is very odd for the TSA to be concerned about this when it has just dealt the cause of reliable comparative statistics a major blow by abolishing the Circular that required RSLs to have their performance measurement systems independently validated.
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Amelia | 17/04/2010 12:50 pm
I throw the surveys in the bin. When oh when are we going to have simple legislation that allows tenants the right to have their rights enforced by law and an effective way of doing this? instead we have endless reams of surveys and procedures and consultations and all this adds up to are breaches to privacy. People have their nose in tenants business everywhere they look. What a mess.
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karen | 19/04/2010 2:46 pm
Hallelujah.
Tenants hate them, landlords want them simplified and made more relevent to the here and now.
As STATUS is an anonymous survey its an error to say tenants wont put their thoughts down because they are afraid/intimidated or just want a quiet life. Plus - there is the (bloody annoying for all Statistic's bods) "Neither" which can be employed to marvelous effect.
Personally its too long, asks questions no one seems to understand, and rarely gets to the bottom of key issues. An overhaul, reduction in size, and clarity on questions is a must. It should also be designed by the NTV or similar org. That way we ask questions which are actually relevent to tenants.
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karen2 | 19/04/2010 2:50 pm
Hi Amelia
Which rights aren't enforced at the moment?
Sadly the constant surveying and "nosing" is because the regulator insist on landlords ask tenants practically everything. I personally reject all questions relating to my religion and sexuality as I cant see how on earth this matters, and as an RSL we deliberately didn't ask as we couldn't find a good enough purpose. However "knowing" your tenants is a very big focus for the TSA.
Personally Im more interested is using gained knowledge to provide specific necessary services which is something I work on. There is a reason for knowing some data, however intrusive it may seem, and thats to ensure you're giving the right service to the right people at the right time.
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amelia | 20/04/2010 11:46 am
The latest 'survey' income level and where received from, religious affiliation, how many people in your family age(???)- intrusive but i am wasting my time again.....
Please, the time for trust me is long gone by, tenants are sick to death of the intrusion. Vested interests continue the facade that surveys, tenant consultation etc etc will actually change things. Jobs for the boys.
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