Traffic signs manual: Chapter 4: Warning signs

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We are also seeking views on the following alternative perception survey wording on responsible neighbourhood management: eliminate discrimination, harassment, victimisation and any other conduct that is prohibited by or under the Equality Act 2010, Reflecting the draft TSMs in the White Paper, the proposed TSMs include headline data on the numbers of complaints and the proportion of complaints responded to within target timelines. The definitions of these TSMs – including the definition of complaint, the two complaint stages, and target timescales for each stage – are aligned with those in the Complaint Handling Code published by the Housing Ombudsman Service. This is intended to minimise the burden on landlords and provide greater clarity and consistency. Headline complaints data would be reported separately for stage one and stage two complaint. This would help to provide a rounded picture of complaints performance including the extent to which stage one complaints are resolved without being escalated to stage two by the tenant.

We regulate registered providers of social housing in England to promote a viable, efficient and well-governed social housing sector able to deliver homes that meet a range of needs. Registered providers include non-profit organisations such as housing associations and co-operatives, profit-making registered providers, and local authorities. to ensure that tenants of social housing have the opportunity to be involved in its management and to hold their landlords to account Following legislative change, we intend to review all our consumer standards, which would include the TSM Standard introduced following this consultation. 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. Please tell us if you have any comments on any of the individual TSMs under the theme of Respectful and helpful engagement.

Departments and publications

Respondents are encouraged to answer as many questions as possible, but you do not have to respond to every question. Online We have recently published Reshaping consumer regulation: our principles and approach. This sets out our vision for our future consumer regulation role and the part that TSMs will play. We expect TSMs to tell us a lot about how landlords are performing but we also know that alone they can’t provide a full picture. Therefore, we will consider a landlord’s TSMs alongside other evidence to get a rounded view of their performance. To help us to understand who responds to this consultation and the context of their answers, please include:

We have carefully considered alternative approaches to capturing tenant perspectives on fairness and respect. Stakeholders have flagged problems of seeking to record the number of complaints relating to fairness and respect. Given these are highly subjective concepts, it is likely to be challenging to ensure such complaints are sufficiently well defined and recorded consistently by providers. Fundamentally, we think that it is more consistent with the aims of the White Paper that tenants are given the opportunity to give their own perspectives on these issues. It is a requirement under section 215 of the Act for the regulator to publish guidance about the submission of information to the regulator about the performance of registered providers.

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The White Paper underlines the expectations that landlords treat tenants fairly and with respect. The proposed perception question would allow all surveyed tenants to give their view on whether they are treated with fairness and respect by their landlord. The regulator will review its proposals, including the content of the above documents, in the light of the responses received to this consultation.