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FURTHER INFORMATION, RESOURCES AND ADVICE FOR TENANTS

Frequently Asked Questions (FAQ)

The website has an area for frequently asked questions (FAQs). The FAQs can be searched by entering one or more keywords. FAQs fall into a number of categories depending on who might be interested in them. The FAQs can also be searched by category either by choosing a category and entering one or more keywords or by just choosing a category on its own. The categories of FAQ are:

Tenant or Potential Tenant
Landlord
Tenant/Potential Tenant and Landlord
Other; and
All

The top ten most popular searches are shown to help you more quickly find the most relevant questions and answers at the moment.

Complaints procedures

How can I complain about my landlord?

The first step is to contact your landlord and try to sort out the problem directly with them. All landlords registered with TSA must have procedures to deal with complaints from residents fairly and effectively. Ask a member of the housing association’s staff for details of the complaints procedure. Further information is given in our leaflet ‘Putting Things Right’. TSA does not normally investigate tenant or leaseholder complaints or get involved in disputes between a landlord and an individual or group of complainants. However, we might investigate a matter directly with a landlord if we are concerned about a specific issue or if we see any trends or patterns appearing in the complaints received. In these circumstances we will look at overall performance matters and will not resolve or report back on individual or group complaints. All complaints, including those about service charges, repairs and maintenance must be taken up directly with the landlord.

What can I do if I am not happy with the service I have received from TSA?

TSA is committed to providing a high quality service. The standards to which we work are available on this site or you can ask for a copy from our Customer Service Team. We hope that you are pleased by the service that you have received from any team or individual working at TSA. However if you think that we have not dealt with matters fairly or properly there is information to explain how you can let us know.

Data

The performance information for landlords that is available on this website has come from a number of sources:

Regulatory and Statistical Return (RSR)

The RSR survey is completed every year by registered housing associations and provides information about the type and amount of stock they own and manage, lettings, vacant homes, rents, acquisitions and sales, and performance indicator results. RSR data from individual surveys can be viewed through the RSR survey website.

COntinuous REcording (CORE)

CORE is a national information source funded jointly by the TSA and Communities and Local Government. It records information on the characteristics of new social housing tenants (by both landlords and local authorities) and the homes they rent and buy. CORE data can be accessed from the CORE website.

National Register of Social Housing (NROSH)

NROSH is a property register containing details of each individual social housing home in England. Although NROSH is still being set up, you can see how the data will be used in the future by visiting the NROSH website.

The site will provide links to key TSA datasets, (e.g RSR, Core, NROSH) and enable tenants (and others) to download performance data in PDF formats.

Note about tenant satisfaction performance

Tenant satisfaction performance is reported to us by landlords with 1,000 or more homes in the annual RSR. To ensure that every landlord uses a consistent method of surveying its tenants, the Standardised Tenant Satisfaction Survey (known as STATUS) is used. RSL landlords are only required to survey their tenants once every three years; therefore you would not normally expect to see tenant satisfaction performance for a landlord changing each year. This also means that, for example, if your landlord last carried out its STATUS survey in 2007/2008, it would report the results from this in its RSR for 31 March 2008, 2009 and 2010. The 2010 RSR data would be presented on our website in the autumn of 2010 which means that it would show tenant satisfaction performance relating back to 2007/2008. In this case we would expect the landlord to carry out a new survey in 2010/2011 and report it in the 31 March 2011 RSR.

Data disclaimer

In presenting this performance information, the TSA has placed reliance on the completeness and accuracy of information supplied to us by registered providers. Providers are expected to notify TSA of any changes to the details held in the register of social landlords; this can be done either through the on-line registry system or in writing. We will update this website with any changes to registered providers' details on a weekly basis. The performance information presented on this website currently comes from data taken from the Regulatory and Statistical Return (RSR) which is an annual return completed by each registered provider as at 31 March. This performance information will be updated in the autumn of each year, however users should note that because of this, performance information may be up to 18 months old when they view it. Regulatory Judgements about registered providers will be made available on this website as soon as they are published on the TSA's main website.

Best practice

The TSA has introduced a new programme called the Tenant Excellence Fund which supports good practice amongst social housing landlords. More information about this and some of the other ways we support best practice in social housing can be found by visiting the Good Practice page on our main website.

The site will include examples of landlords where they have demonstrated excellence in tenant services, so that others can learn from this. This will utilise case studies from IGP/Gold/TEP and the proposed tenant excellence fund.

As the tenant excellence fund gathers pace, the portal must be able to allow the TSA to provide details of the fund and on the application process.

This section will also be used to highlight case studies from tenants where excellence/ innovation in their neighbourhood can show other tenants what could be done