January 2024
ALMO-managed council housing: First TSM verdicts
An NFA Best Practice summary
Since April 2024, all social landlords have been required by the Regulator for Social Housing (RSH) to survey customers for responses to the compulsory Tenant Satisfaction Measures (TSMs).
They are required to publicise their scores so that tenants can assess their landlord’s performance against five categories, including the quality of homes and repairs and complaints response. Landlords are then expected to use these results to improve their services.
The NFA commissioned independent data and insight specialists Housemark to analyse the first half year of data, April to September 2023, from its members’ TSM performance. This has been compared against the performance results for the rest of the council housing sector where in-house local authority teams deliver housing services.
The analysis is based on data from 19 ALMOs and 53 direct management local authorities. It shows that at the median point ALMOs outperformed direct management on all TSMs and housing management metrics analysed.
They also do this at better value for money, with an average overall cost per property of £2537; this is £81 lower than the direct local authority management average.
This summary sets out the key findings of the Housemark report, the full version of which is available to NFA members.
Read the NFA Best Practice summary of the Housemark report here: