What are consumer standards?
The Regulator of Social Housing (RSH) regulates social landlords to makes sure all councils and housing providers are providing good homes to people that are safe and well-maintained. They have introduced new standards to make sure our services are shaped around your needs and to ensure that your voice is heard.
The four consumer standards are:
- Safety and quality standard: Making sure your home is safe, warm, and in good condition, with repairs and maintenance carried out promptly
- Transparency, influence and accountability standard (including Tenant Satisfaction Measures): Treating you fairly and with respect, and giving you the opportunity to have your voice heard on decisions that affect you. Our communications must be clear about the services we provide, what you can expect, and how to hold us to account. Complaints must be handled fairly, promptly, and in line with the Housing Ombudsman’s Complaint Handling Code. We must also publish the results of our tenant satisfaction measures to show you how we are performing
- Neighbourhood and community standard: You should feel safe and supported where you live. We are required to work with other landlords, the police, and local organisations to keep shared spaces safe and address anti-social behaviour and hate crimes. We can also support you in accessing necessary advice and services related to domestic abuse
- Tenancy standard: Homes must be let fairly and consider your current and future needs. Support is provided if you need help maintaining, ending, or mutually exchanging your tenancy
FAQs
Tenant Satisfaction Measures
Tenant Satisfaction Measures (TSMs) also help the RSH to monitor our performance. These measures are part of the consumer standards and are aimed at making it easier for people to find out how good a landlord is and compare different housing providers.
Find out more about TSMs and view our published reports.
Help us shape our services
Keep talking to us as your feedback is vital for continuously improving our services to you. We are always keen to learn and will be led by your views and suggestions.