Consumer standards
The Regulator of Social Housing has released a set of consumer standards that are required of social landlords to protect tenants and improve the services we offer.
The Regulator of Social Housing has released a set of consumer standards designed to protect tenants and improve the services we offer. From 1 April 2024, all social landlords have had to demonstrate that we're meeting these standards.
This page explains what the four standards require of us, and we’ve shared the ways that we approach and meet those requirements below. We’ve also explained how to get in touch with us if you have any questions.
Safety and quality standard
This standard focuses on ensuring landlords understand the condition of all their homes and use that data to provide safe, quality homes. Landlords are required to deliver repairs, maintenance and planned improvements in an effective, efficient and timely way, and must be clear on their health and safety responsibilities. Our Homes teams are responsible for the delivery of these services – and you can find out more about our offer via the links below:
Transparency and accountability
This standard ensures landlords are transparent with customers, treating them fairly and respectfully so they can access services. Customers must be able to voice concerns where necessary, influence decisions, and hold their landlord accountable. We ensure this standard through our:
Neighbourhood and community standard
This standard helps ensure our communities and homes are safe places for people to live, and sets out expectations for us to work with relevant partners to promote social, environmental and economic wellbeing in our areas. It ensures we address anti-social behaviour, work to prevent hate crime, make common and shared spaces safe, protect people experiencing domestic abuse, and work with other agencies. We ensure this standard through our:
Tenancy standard
This standard outlines the fair allocation and letting of homes, as well as requirements for managing tenancies. We ensure this standard through our:
Looking ahead
We are also in the process of working on a range of plans, strategies and projects across our consumer standards:
- Our Repairs Intervention (Safety and Quality Standard)
- Building and Fire Safety (Safety and Quality Standard)
- Service style project (Transparency, Influence and Accountability Standard)
- Community Investment Strategy (Neighbourhood and Community Standard)
- Community Plans (Neighbourhood and Community Standard)
- Growth and Regeneration Strategy (Tenancy Standard)
You can find more details on our plans for 2024/25 and how they’ll help us to keep improving and meeting the consumer standards requirements in our upcoming Customer Annual Report.