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Customer Promises

The UK government introduced new consumer standards for social housing from 1st April, 2024.

The Government’s Consumer Standards provide tenants with greater rights and protections and help improve the quality of social housing and the service tenants receive overall. The Regulator of Social Housing (RSH) enforces these standards, which apply to all social landlords, including councils and housing associations.

There are four standards:

  1. The Safety and Quality Standard 
  2. The Transparency, influence and accountability Standard plus the Tenant Satisfaction Measures (TSMs)
  3. The Neighbourhood and Community Standard 
  4. The Tenancy Standard 

 

Consumer Standards

We promise to keep your homes well-maintained and safe.

The standard includes how well we manage:

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

We promise to work with tenants and other agencies to keep communities and neighbourhoods safe and well-maintained.

The standard includes how well we manage:

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

 

We promise always to be respectful and supportive and involve tenants in improving services.

The standard includes how well we manage:

  • Fairness and respect 
  • Diverse needs
  • Engagement with tenants
  • Information about our services
  • Performance information (TSMs)
  • Complaints
  • Self-referral

The standard includes how well we manage:

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

Tell us what you think

Let us know if you know how we can provide better services or improve how we do things.

We have a dedicated Customer Voice Team whose role is to understand and champion the voice of our customers.

They work with customers and tenants to understand ways we can make our services better and improve our customers’ experience.

Your feedback has shaped initiatives that have helped tackle key issues and improved how we deliver our services.