Glossary

Plain-English definitions of the regulatory acronyms and ScoreView methodology terms used across the platform. If a term you need isn't listed, please email accessibility@thinktribal.com.

Awaab's Law (also: Awaab's Law): The damp and mould enforcement regime introduced under the Social Housing (Regulation) Act 2023. Imposes statutory response times for hazard reports and codifies landlord obligations.
Awaab's Law statutory scope (also: statutory hazard scope): Phase 1 commenced 27 October 2025. A determination enters scope when it concerns damp, mould, condensation, leaks, or related disrepair against a social landlord, was published on or after the commencement date, and was extracted cleanly (parse-error rows excluded). See the page guide for full methodology.
C2 (also: C1, C3, C4, Consumer Standard grade, Consumer grade): The Regulator of Social Housing's Consumer Standard grade. C1 is compliant; C2 requires improvement; C3 risk of serious detriment; C4 serious detriment. C3 and C4 trigger regulator intervention.
C3 (also: C3 grading): Regulator of Social Housing Consumer Standard grade C3. Serious failings identified, requiring significant improvement. C3 triggers regulatory engagement and a published Regulatory Judgement.
C4 (also: C4 grading): Regulator of Social Housing Consumer Standard grade C4. Very serious failings, risk of serious detriment to tenants. C4 triggers escalated regulatory action up to and including statutory intervention.
composite risk score (also: risk score, composite score): A single 0 to 100 number combining complaint rate, trend, severity, and case volume over the last 24 months. Banded as Track (0 to 25), Watch (26 to 50), Attention (51 to 75), and Critical (76 to 100).
gearing (also: gearing ratio): Debt relative to assets. Above 70 percent is colour-coded red because the organisation is heavily indebted, which typically shows up first as cuts to repairs and complaint-handling capacity.
HHSRS (also: Housing Health and Safety Rating System): Housing Health and Safety Rating System. The statutory risk-based assessment used by English local authorities to evaluate hazards in residential properties under the Housing Act 2004. Category 1 hazards trigger mandatory enforcement action.
interest cover: Operating surplus divided by interest paid. Below 1.25x is red: the organisation is only just servicing its debt and has thin margin for operational pressure.
KIM (also: Key Information Memorandum): Key Information Memorandum. A summary document used in social housing finance and assurance contexts to brief boards or investors on material risks, performance, and governance status.
maladministration (also: severe maladministration, service failure, no maladministration, not upheld): Ombudsman outcome classes. Severe maladministration is the most serious; maladministration is a confirmed finding short of severe; service failure is a lesser administrative failing; no maladministration means investigated and cleared; not upheld means the complaint was rejected on procedural or substantive grounds.
NED (also: Non-Executive Director, non-executive director): Non-Executive Director. A board member without day-to-day executive responsibility, charged with independent scrutiny of strategy, performance, and risk. Often the primary audience for board-assurance reporting.
peer velocity (also: peer-velocity): The pace at which a landlord's adverse-finding rate is changing relative to peers of similar type, region, and stock size. A landlord moving faster than its peer group is a sector-level signal, not an individual judgement.
per 10,000 homes (also: per-10,000-homes, per 10000 homes, per-10,000 homes): A rate that divides a landlord's adverse findings by their stock size, then scales to 10,000 homes. Used to compare large and small landlords on a like-for-like basis.
PSBAR (also: PSBAR 2018, Public Sector Bodies Accessibility Regulations): Public Sector Bodies (Websites and Mobile Applications) Accessibility Regulations 2018. The UK regulations that make WCAG 2.2 Level AA a legal duty for public-sector services, including local authorities and ALMOs procuring third-party software.
PSED (also: Public Sector Equality Duty): Public Sector Equality Duty. Section 149 of the Equality Act 2010 duty on public bodies to have due regard to eliminating discrimination, advancing equality of opportunity, and fostering good relations across protected characteristics.
quartile (also: quartile indicator, quartiles): A ranking band that splits a peer group into four equal-sized parts. First quartile is the best 25 percent of performers; fourth quartile is the worst 25 percent.
remedy rate (also: remedy trends): The share of upheld findings where the Ombudsman ordered specific corrective action: compensation, decant, policy review, re-inspection, or written apology. A rising remedy rate signals tougher consequences, not just tougher findings.
severity-weighted (also: severity weighted): A score that counts severe maladministration findings more heavily than ordinary maladministration, and ordinary maladministration more heavily than service failure. Captures qualitative seriousness, not just count.
synthesis briefing (also: synthesis, briefing): A short structured summary written by Claude from the metadata of up to 50 filtered determinations. Every briefing carries the record count and corpus timestamp so the underlying evidence is checkable.
Tenant Satisfaction Measures (also: TSM, TSMs): Annual survey scores landlords report to the regulator. Three matter most: overall satisfaction, satisfaction with repairs, and satisfaction with complaint handling. Below 50 percent on complaint handling is a warning sign.
topic drift: A shift in the mix of complaint themes appearing across the sector over time. Tracks whether issues like damp and mould or complaint handling are rising or falling in share of upheld findings.
TSM (also: Tenant Satisfaction Measures): Tenant Satisfaction Measures. A set of 22 measures published annually by registered providers under the Regulator of Social Housing's Transparency, Influence and Accountability Standard. Mandatory from April 2023.
V1 (also: V2, V3, V4, G1, G2, G3, G4, Viability grade, Governance grade): Regulator of Social Housing grades for financial resilience (V1 to V4) and board quality (G1 to G4). Grades 1 and 2 are compliant; 3 and 4 indicate serious concerns on the public record.
WCAG (also: WCAG 2.2, Web Content Accessibility Guidelines): Web Content Accessibility Guidelines. The W3C standard for web accessibility. ScoreView targets Level AA of WCAG 2.2, the version mandated for new UK public-sector services from October 2024.