Source · Select Committees · Housing, Communities and Local Government Committee
Recommendation 23
23
Rejected
Update tenant satisfaction measures to include shared owners' satisfaction with repairs and maintenance.
Recommendation
We welcome the Government’s confirmation that the Regulator is preparing to introduce a new, proactive consumer regulation regime. However, for the next round of tenant satisfaction data collection, the Regulator must update the measures to include satisfaction with repairs and maintenance for shared owners. (Paragraph 116) Selling shares and building safety
Government Response Summary
The government rejects the recommendation to include satisfaction with repairs and maintenance for shared owners in the next round of TSMs, stating shared owners are responsible for internal repairs and changes cannot be made for the current collection year. It defers potential future changes to a comprehensive review at an appropriate point.
Government Response
Rejected
HM Government
Rejected
61. The Regulator’s TSMs contain a series of indicators relating to repairs and maintenance services carried out by registered providers. The three main measures – TP02 – Satisfaction with repairs; TP03 – Satisfaction with time take to complete most recent repair; and TP04 – Satisfaction that the home is well maintained – apply to low-cost rental accommodation only. They do not apply to shared ownership. The reason for this is that they all relate to repairs and maintenance work carried out to a home’s interior. As shared owners are responsible for the repair and maintenance of the interior of their homes, in the same way as any other leaseholder, there is no need to apply these measures to the tenure. 62. The Regulator carried out a public consultation on the proposed TSMs in 2022, with both tenants and shared owners expressing significant support for their introduction. The TSMs requirements were introduced in April 2023, and large landlords are required to submit their first year’s TSM data to the Regulator by 30 June this year. The second year of TSM data collection (2024-25) has already begun, and so the Regulator will not be making any changes to its requirements for this current year. 63. The Regulator intends to carry out a full comprehensive review of the TSMs at the appropriate point, to assess to what extent the TSM requirements are being met by registered providers, and to identify any improvements that could be made to those requirements, including any potential improvements to data for shared owners. The Regulator would carry out a public consultation on proposed changes. It would then take a view on any changes required, with any changes needing to align with its principles for the TSMs, specifically that all measures are relevant, accurate, responsive, deliverable, and linked to the Regulator’s wider objectives.