Regulatory Standards
Supporting safe, well‑maintained homes and strengthening the tenant experience
This page explains what our obligations are and how we adhere to the Regulator of Social Housings Consumer Standards.
Our Consumer Standards set out the expectations that all registered social housing providers must meet to ensure tenants live in safe, high-quality‑ homes and receive fair, transparent, and responsive services. These standards form part of the strengthened regulatory framework introduced under the Social Housing Regulation Act, which places consumer regulation on the same footing as economic regulation from 1 April 2024.
The housing consumer standards cover four core areas defined by the Regulator of Social Housing:
- Safety and Quality - ensuring homes are safe, well maintained‑, and free from hazards.
- Neighbourhood and Community - promoting safe, clean, and well managed neighbourhoods.
- Tenancy - providing clear, fair tenancy terms and supporting tenants throughout their tenancy lifecycle.
- Transparency, Influence and Accountability - strengthening tenant voice, improving access to information, and requiring landlords to publish performance data, including Tenant Satisfaction Measures.
These standards are mandatory for all registered providers and are supported by a new proactive regulatory approach that includes inspections, stronger enforcement powers, and a requirement for landlords to evidence compliance.
By upholding these standards, we aim to:
- Ensure every home is safe, decent, and properly maintained.
- Improve the quality and reliability of services.
- Support strong relationships between landlords and tenants.
- Promote openness, accountability, and tenant involvement in shaping services.
Together, these principles help strengthen trust, improve outcomes for residents, and ensure the ongoing delivery of high-quality‑ social housing across our communities.
Consumer standards Code of Practice - GOV.UK