[Code of Federal Regulations]
[Title 24, Volume 4]
[Revised as of April 1, 2003]
From the U.S. Government Printing Office via GPO Access
[CITE: 24CFR902.53]

[Page 270]
 
                 TITLE 24--HOUSING AND URBAN DEVELOPMENT
 
CHAPTER IX--OFFICE OF ASSISTANT SECRETARY FOR PUBLIC AND INDIAN HOUSING, 
               DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT
 
PART 902--PUBLIC HOUSING ASSESSMENT SYSTEM--Table of Contents
 
     Subpart E--PHAS Indicator #4: Resident Service and Satisfaction
 
Sec. 902.53  Resident service and satisfaction scoring and thresholds.

    (a) Scoring. (1) Under the PHAS Indicator 4, REAC will 
calculate a score based upon two components that receive points and a 
third component that is a threshold requirement.
    (i) One component will be the point score of the survey results. The 
survey content will focus on resident evaluation of the overall living 
conditions, to include basic constructs such as:
    (A) Maintenance and repair (i.e., work order response);
    (B) Communications (i.e., perceived effectiveness);
    (C) Safety (i.e., perception of personal security);
    (D) Services; and
    (E) Neighborhood appearance.
    (ii) The second component will be a point score based on the level 
of implementation and follow-up or corrective actions based on the 
results of the survey.
    (iii) The final component, which is not scored for points, but which 
is a threshold requirement, is verification that the survey process was 
managed in a manner consistent with guidance provided by HUD.
    (2) Under PHAS Indicator 4, REAC will calculate a score 
following the procedures described in the PHAS Notice on the Resident 
Service and Satisfaction Survey Scoring Process (PHAS RASS Notice 3), 
which will be published in the Federal Register. HUD may revise this 
notice in the future, but HUD will publish for comment any significant 
proposed amendments to this notice. After comments have been considered, 
HUD will publish a notice adopting a final notice or amendment. The PHAS 
Notice on the Resident Service and Satisfaction Survey Process that is 
currently in effect can be found at the REAC Internet site at http://
www.hud.gov/reac or obtained from REAC's Technical Assistance Center at 
888-245-4860 (this is a toll free number).
    (b) Thresholds. A PHA will not receive any points under PHAS 
Indicator 4 if the survey process is not managed as directed by 
HUD, the survey results are determined to be altered, or the public 
housing unit addresses are not updated as referenced in Sec. 902.51 of 
this document. A PHA will receive a passing score on the Resident 
Service and Satisfaction Indicator if the PHA receives at least 6 
points, or 60 percent of the available points under this PHAS Indicator 
4.