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Traffic signs manual: Chapter 4: Warning signs

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Proportion of respondents who report that they are very satisfied or fairly satisfied that their home is well maintained and safe to live in.

We recognise that a number of the above aims and principles may compete with each other. We expect that some TSMs, or certain aspects of our related requirements, may achieve some aims better than others, but we consider that they are all important. Our intention is to strike an appropriate balance between these competing aims. 7. The proposed Tenant Satisfaction Measures Standard Proposed introduction of a TSM Standard

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to ensure that tenants of social housing have the opportunity to be involved in its management and to hold their landlords to account Tenant Satisfaction Measures: Tenant Survey Requirements (Annex 3) sets out our expectations for surveying tenants. This document covers several areas including: In November 2020, the Government published its Social Housing White Paper, setting out plans for a new consumer regulation regime. One element was the requirement that the Regulator of Social Housing develop clear and comparable tenant satisfaction measures. These measures should apply to all social landlords and cover the areas that matter to their tenants. We have also developed a set of more specific principles that have helped to shape the design of the TSMs: Link to statutory objectives The question used to generate this TSM would need to be asked as a perception survey using the following wording:

TSMs should meet the dual aims set out in the White Paper where possible. These aims are that TSMs should provide tenants with greater transparency about their landlord’s performance and inform the regulator about how a registered provider is complying with the consumer standards Accurate We think it is appropriate that the proposals include a mix of both tenant perception measures, which would allow the views of tenants to be heard, and measures which would be collected through registered providers’ management information. Proportion of respondents who report that they are very satisfied or fairly satisfied that their landlord keeps communal areas clean, safe and well maintained. The White Paper recommends that TSMs should give tenants meaningful information about their landlord and help the regulator ensure that landlords meet the new consumer standards. We need legislation to introduce the new consumer regulation regime, but in advance of that we think it’s right to consult on our TSM proposals because of the significant lead time for their implementation. After careful consideration, we propose that the TSMs would include the numbers of new ASB cases registered by landlords (i.e., ASB cases opened by or on behalf of the provider during the reporting year). On balance we consider that this is the most appropriate measure to increase transparency over landlords’ performance alongside the tenant satisfaction with the landlord’s handling of ASB (TP10).

Proportion of (non-emergency) responsive repairs completed within the provider’s target timescale during the reporting year. Please tell us if you have any comments on any of the individual TSMs under the theme of Effective Handling of Complaints. advance equality of opportunity between persons who share a relevant protected characteristic and persons who do not share it, How satisfied or dissatisfied are you that your landlord keeps these communal areas clean, safe and well maintained?’

We are mindful that for two of the TSMs in the White Paper, Government policy is currently under review and may be subject to change. In meeting paras 2.1 and 2.2 above, registered providers must ensure that the information is an accurate, reliable, valid, and transparent reflection of their performance against the TSMs. The White Paper is clear that the Government expects social housing landlords to give their tenants access to a set of clear and comparable measures to enable them to understand their landlord’s performance and has tasked the regulator with undertaking further work to deliver this. RP02 Repairs completed within target timescale and TP03 Satisfaction with time taken to complete most recent repair)ii. The Government is also leading a review of the Decent Homes Standard to consider if it should be updated, including consideration of what the Standard might say about communal areas and green spaces. We consider that the introduction of a TSM on communal areas meeting a required standard would be more practicable once the detail about any revised standard has been developed as part of the Government’s review. We will therefore decide on the most appropriate action to take in relation to introducing a TSM on communal areas meeting a required standard once this review is concluded. All registered providers that own relevant social housing homes would be required to collect information and report on the TSMs in Tenant Satisfaction Measures: Technical Requirements, subject to tenant confidentiality considerations. For the purposes of reporting TSMs, a provider owns a home when it: (a) holds the freehold title or a leasehold interest in that home; and (b) is the body with a direct legal relationship with the occupants of the home (this body is often described as the landlord). It may be helpful for consultees to consider these key principles when thinking about and responding to the proposals in this consultation. Please tell us if you have any comments on any of the individual TSMs under the theme of Responsible Neighbourhood Management. It would ultimately be the responsibility of Boards of private registered providers and governing bodies of local authority registered providers to ensure that reported TSMs had been calculated accurately and in accordance with regulatory requirements. Consultation question 13 – General TSM requirements

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