Consumer Standards
The government introduced new consumer standards for social housing from 1 April 2024.
These standards are enforced by the Regulator of Social Housing (RSH) and apply to all social landlords, including councils and housing associations.
We welcome the new regulatory standards as they provide tenants greater rights and protections and help to improve the quality of social housing, and the service tenants receive overall.
We are committed to providing you with high-quality homes and services you can rely on. These consumer standards outline our promises and explain the level of service you can expect from us.
We promise to:
- Treat you with respect and fairness at all times
- Communicate clearly, honestly, and in a timely manner
- Deliver services that are accessible, inclusive, and responsive to your needs
- Act on your feedback and use it to improve what we do
- Keep you informed about decisions that affect your home or community.
There are four standards, plus the Tenant Satisfaction Measures (TSM):
- Safety and Quality Standard
- The Transparency, Influence and Accountability Standard
- The Neighbourhood and Community Standard
- The Tenancy Standard .
- 1. Safety and Quality Standard
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We will ensure:
- Your home is safe, secure, and well maintained
- All repairs are carried out to a high standard within agreed timescales
- Planned improvements and upgrades are communicated and delivered effectively
- We meet and aim to exceed all safety regulations and legal responsibilities.
- 2. Transparency, Influence and Accountability Standard
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We will:
- Regularly report on our performance and publish service standards
- Be open about how we spend money and make decisions
- Make it easy for you to make complaints and ensure we learn from them.
Your voice matters. We are committed to:
- Creating opportunities for you to influence decisions about your home and services
- Offering multiple ways to provide feedback, from surveys to resident panels.
- Being transparent about how customer input is used.
- Promoting equality, diversity, and inclusion in all our engagement activities.
- 3. The Neighbourhood and Community Standard
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We aim to:
- Keep our neighbourhoods clean, safe, and welcoming
- Work in partnership with local authorities and community organisations to support thriving communities
- Respond promptly to issues such as fly-tipping, vandalism, or maintenance in communal areas
- Involve customers in shaping the places they live.
- 4. The Tenancy Standard
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We will:
- Offer clear, fair tenancy agreements that explain your rights and responsibilities
- Support you to manage and sustain your tenancy
- Provide advice and support for customers facing difficulties, including financial hardship or changes in circumstances
- Act quickly and fairly to tackle anti-social behaviour and protect community wellbeing.
- 5. Continuous improvement through self assessment
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To make sure we are delivering the best possible service, each year we carry out a self-assessment against each of the consumer standards. This helps us to:
- Check that we remain fully compliant with regulatory expectations
- Identify areas where we can improve or strengthen our services
- Be transparent with customers and stakeholders about how we are performing
- Drive continuous improvement across our organisation.
We share the self-assessments for scrutiny with our customer forum and use them to shape our service plans for the year ahead — always with your needs at the centre of what we do.
You can read each of the self-assessments below:
- Safety and Quality Standard – Coming August 2025
- The Neighbourhood and Community Standard – Coming November 2025
- The Tenancy Standard – Coming November 2025.
