Consumer Standards

As a housing association, we’re regulated by the Regulator of Social Housing (RSH), which overseas social housing providers in England. The RSH employs a co-regulatory approach, setting both economic and consumer standards to achieve its statutory objectives.

We carry out self-assessments against the standards to evaluate our compliance and identify priority areas for improvement. The Regulator ensures our adherence to the consumer standards through its inspection programme.

The four consumer standards and the topics that they cover are as follows:

Safety and Quality

• Stock quality
• Decency
• Health and safety
• Repairs, maintenance, and planned improvements
• Adaptations

Transparency, influence and accountability

• Fairness and respect
• Diverse needs
• Engagement with tenants
• Information about landlord services
• Performance information
• Complaints

Neighbourhood and community

• Safety of shared spaces
• Local cooperation
• Anti-social behaviour and hate incidents
• Domestic abuse

Tenancy

• Allocations and lettings
• Tenancy sustainment and evictions
• Tenure
• Mutual exchange