TSA's local offers 'are a success'
The Tenant Services Authority has hailed pilots of its local standards a success, but has warned providers need to work harder at improving underperforming services.
In a report on 39 trials of the local offers, which took place across the country over the past six months, the regulator says the local standards approach has successfully reduced burdens for providers.
The report, Going Local – landlords and tenants working together to raise standards, says landlords would not find it difficult to set local offers, which are standards relating to the regulatory framework agreed between social landlords and their tenants.
It says landlords need to improve arrangements for improving services when they fall short of agreed offers, and also develop better offers concerning value for money, as very few of the pilots developed targets in this area.
Chief executive Peter Marsh said: ‘Grassroots engagement with tenants was the starting point for these trials – and we’ve seen plenty of this.
‘These trailblazers have shown that tenants are getting involved in drawing up local offers and asking for sensible improvements, and landlords have engaged well with tenants and demonstrated how co-regulation and tenant scrutiny work in their organisation.’
The regulator published a second report yesterday on landlords’ progress on tenant involvement and empowerment. It found providers were beginning to see the business case for shaping their services according to the views of tenants.
The study, Making voices count, says: ‘For traditional housing associations, in particular, there is an increasing inclination to look at commercial businesses for ways they might take their own organisations forward.
‘This is evidenced by the establishment of call centres and one-stop shops, and an interest in the approach of retailers to obtaining and acting on customer feedback information.’