Consumer Standards
The Consumer Standards aim to ensure that you have a safe, secure and well-maintained home with clear communication and support from your landlord. They are set by the Regulator of Social Housing.
The four Consumer Standards are:
Safety and Quality Standard
This standard is about making sure landlords are providing safe, well maintained, and good quality homes and services to tenants.
Transparency, Influence and Accountability Standard
This standard is about making sure that landlords are open with tenants, treating them with fairness and respect, so that they can access services, raise complaints when necessary, influence decision making and hold them to account.
Neighbourhood and Community Standard
This standard is about making sure that landlords engage with other relevant parties, such as the Local Authority or police, so that tenants can live in safe and well-maintained neighbourhoods and feel safe in their homes.
Tenancy Standard
This standard sets out how landlords should rent homes to tenants, making sure that they do so fairly, and how they look after and end tenancies; supporting tenants to live in their homes for as long as possible.
We are compliant with the Consumer Standards, and we continue to self-assess each calendar year to ensure that we identify any areas of non-compliance.
From October 2026 there are changes to the consumer standards that we see a revised Transparency, Influence and Accountability standard that brings in the new social tenants access to information requirements (STAIRS), you can see this here. The STAIRs requirements will give tenants of private registered providers (PRPs) a similar level of access to information relating to the management of social housing that local authority tenants already have.
PRPs will have to proactively publish certain information about their activities that is set out in the government’s policy statement, and tenants will be able to formally request relevant information and receive timely responses.
The new Competency and Conduct standard, which you can see here. These requirements are aimed at driving greater professionalism and higher standards by ensuring relevant housing staff have the required skills, knowledge, experience, and behaviours to deliver a high standard of service to tenants. Senior housing managers and executives will also be required to hold, or be working towards, a housing management qualification.
We will be conducted full self-assessments on all of the consumer standards for 26/27 including the new requirements to ensure we remain compliant with the standards and continue to deliver great services to our tenants and drive forward improvements.
