The Regulator of Social Housing has a set of standards to make sure landlords provide homes that are safe and of a decent standard alongside quality services.
Until recently, these were known as:
- Home Standard – quality of accommodation and repairs and maintenance.
- Tenancy Standard – how properties are allocated/exchanged and terms around tenure.
- Neighbourhood and Community Standard – issues around neighbourhood and communal areas and anti-social behaviour.
- Tenant Involvement and Empowerment Standard – customer service and complaints, tenant rights and involvement.
On 1st April 2023, the regulator introduced a new standard called the Tenant Satisfaction Measures Standard. This provides landlords with a set of questions they must ask customers about things like our repairs service, complaints process, or how we’re listening to your views. It also has a set of performance measures landlords must report on such as the number of complaints we receive and information about the standard of our homes.
One of the requirements is to share our results with customers and the regulator. The aim of this is to hold landlords to account and make sure tenants are receiving a fair deal.
By being open about our performance, we can improve your experience. So, we’ve shared our recent performance under the Tenant Satisfaction Measures for you to read.
Our Regulator is looking to make further changes to the Consumer Standards to make sure they remain fit for purpose. They are keen to hear from landlords and tenants so they can be sure they are enforcing regulations that have an impact.