South London ALMO claims top spot in capital under new tenant satisfaction measures

As part of its new powers and focus on consumer regulation, the Regulator of Social Housing (RSH) created 22 TSMs, which were finalised and published in September last year. 

Data on TSMs started being collected on 1 April 2023, through tenant perception surveys and landlord data. These cover five main themes: repairs, building safety, effective complaint-handling, respectful and helpful tenant engagement, and responsible neighbourhood management.

Of the total TSMs, 10 must be answered by social landlords, with the remaining 12 perception questions to be answered by tenants.

In January, Inside Housing published Housemark data on initial perception studies, which revealed that overall tenant satisfaction had dropped by five percentage points to 79% since 2020. 

SHP said in its statement: “We are pleased to announce that SHP has come first compared to other London housing providers when measuring overall tenant satisfaction.”

It said the result “provides an early comparison of where SHP sits in comparison to other areas across London” while it “reflects the work” of its teams. 

“The satisfaction measures focus on the tenant voice and are very important in measuring SHP’s performance against others. They will also be used by the regulator to decide who should be inspected,” the ALMO said.