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Have your say on how housing is regulated

Have your say on how housing is regulated

What matters to you when it comes to your landlord and housing service? 

The Regulator of Social Housing (RSH) is proposing new Tenant Satisfaction Measures and we want to know your thoughts on them.

Tenant Satisfaction Measures are used by the Regulator to check our and other social housing landlords' performance and quality of service, and to hold us to account. So, it’s important the Tenant Satisfaction Measures that are agreed by government regulation reflect what really matters to our customers.

Below you can see the themes and measures that have been proposed by the Regulator. Let us know what you think about them, whether you agree with them or have any suggestions on other areas that could be looked at. Just email your thoughts or questions to connectwithkarbon@karbonhomes.co.uk

We’ll then pass on all our customer feedback to the Regulator to help them to agree a final list of Tenant Satisfaction Measures, we can all work towards. If you’d like to discuss the measures further, give us a call and ask to speak to the Involved Residents Team. For more information view the Government’s consultation summary.

Theme Issue
Overall satisfaction Overall satisfaction
Keeping properties in good repair Homes that do not meet the Decent Homes Standard
  Repairs completed within target timescale
  Satisfaction with repairs
  Satisfaction with time taken to complete most recent repair
Maintaining Building Safety Gas safety checks
  Fire safety checks
  Asbestos safety checks
  Water safety checks
  Lift safety checks
  Satisfaction that the home is well maintained and safe to live in
Effective Handling of Complaints Complaints relative to the size of the landlord
  Complaints responded to within Complaint Handling Code timescales
  Satisfaction with the landlord’s approach to handling of complaints
  Tenant knowledge of how to make a complaint
Respectful and Helpful Engagement Satisfaction that the landlord listens to tenant views and acts upon them
  Satisfaction that the landlord keeps tenants informed about things that matter to them
  Agreement that the landlord treats tenants fairly and with respect
Responsible neighbourhood management Anti-social behaviour cases relative to the size of the landlord
  Satisfaction that the landlord keeps communal areas clean, safe and well maintained
  Satisfaction that the landlord makes a positive contribution to neighbourhoods
  Satisfaction with the landlord’s approach to handling of anti-social behaviour
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Tuesday, 11th January 2022

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