Regulatory Standards Consultation
Have your opinions shape our Regulatory Standards summary
Tell us what you think
We have recently assessed how we're performing against the standards set for social housing providers to make sure we're providing safe, high-quality homes and services that meet the needs of our customers.
We created a summary on our website so all customers can easily access our findings.
Share your views
We'd be very grateful if you could read the webpage and then complete our short survey.
You can find our Regulatory Standards page here.
We want to understand whether the information is clear, easy to follow, and supported by enough evidence to demonstrate how we're meeting regulatory standards. Your feedback will help ensure the final page is useful, accessible and reflects what matters to you most, and will also help us improve future summaries.
This survey closed on Wednesday 14th October.
Who's asking?
Chris Murphy
Executive Director of People and Governance
What we learned
Thank you to everyone who took the time to provide feedback. Here are the main points we've discovered thanks to your input, along with the actions we're implementing:
- You said you wanted a shorter, clearer summary with less jargon, so we have streamlined it, reduced repetitive wording, and provided detailed sections rewritten in shorter, plainer language. Detailed operational language has been replaced with clearer, more general wording that customers can easily understand.
- You wanted stronger evidence that commitments lead to action. The revised document gives greater prominence to performance results, assurance, governance oversight, and scrutiny, and distinguishes current evidence (2025/26) from planned improvements (2026/27). Our STAIRs webpage also publishes key information across several areas including performance.
- You said you wanted clearer information about repairs, property condition, and delivery timescales. We have clarified response times and explained how cases and performance are monitored. Our STAIRs webpage also publishes key information across several areas including performance.
- You sought more transparency about areas needing improvement. The revised overall summary acknowledges priorities such as repairs and communication rather than presenting only positive assurance.
- You wanted to see how your feedback influences decisions. The summary more clearly identifies customer scrutiny, complaints learning, performance reporting and the routes customers can use to monitor and challenge progress.
We'd like to thank you once again for making our Regulatory Standards summary better and more relevant to you. Please keep an eye on our Customer Voice and Ways to Get Involved pages for further opportunities to make your voice heard and see your views translated into actions.