Consumer standards

The standards

The Government sets out regulatory standards that set the outcomes that social landlords in England must deliver for tenants.

Here is a summary of some of our key actions linked to the standards, which you can read in full on the above link.

Policies and practices should be able to be adopted for individual estates/localities.
Listen to your residents about experience, address their concerns about ASB and neighbourhood management.
Ensure data on neighbourhood management is location specific to help ground responses to resident concerns.
Use regular estate inspections involving residents, boards/governing bodies and senior staff to address problems identified in the management of local neighbourhoods.
Learn from complaints on ASB and other neighbourhood management matters. Respond positively and change practices where necessary.
Ensure partners delivering services to your neighbourhoods are fully on board with your aims and objectives.
Board/governing body understands their responsibilities
Look to other providers for good practice to adopt on neighbourhood management.

TP10 Satisfaction that the landlord keeps communal areas clean and well-maintained
TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods
TP12 Satisfaction with the landlord’s approach to handling anti-social behaviour
NM01 Anti-social behaviour cases relative to the size of the landlord

Comply with critical legal health and safety items: gas, electricity, fire, asbestos, water, and lift safety where appropriate
Meet the Decent Homes Standard, including compliance with enhanced focus on safety and energy efficiency
Use accurate and up to date data on characteristics of your housing stock (including safety) and repairs service performance
Find out from your residents what they think about the safety of their homes and the performance of your repairs service. Act on that
Learn from residents’ complaints about safety and repairs performance. Problems might reveal more widespread issues
Board/governing body understands their responsibilities
Look to other providers for good practice to adopt on the best ways of investing in, repairing and maintaining your stock, and on safety.

The way housing is allocated meets regulatory standards and legislation
Allocations are fair and enable all communities reasonable access to the housing
Work supports the meeting of housing need, particularly on homelessness
Monitor data for performance on allocations and lettings
Take all reasonable steps to maintain tenancies, seek possession as a last resort (especially with the cost of living)
Board/governing body leads on allocation of housing stock with oversight of tenancy management.

None.

Engagement methods consider different needs and aspirations of communities
Residents are integral to governance structure (resident views represented at board level or equivalent)
Targets are set for achieving high satisfaction on engagement
Data collected is correct, and you learn from it
Performance data is presented to residents
Data can be considered at a more local level than "Redditch" - even to the level of individual estates
Other performance data is also shared, e.g., on rent arrears, voids, etc
Complaints are done right: act swiftly, address failings, offer redress, learn
Complaints data used to identify and act on wider issues
Ombudsman reports and judgments studied for best practice tips
Board/governing body leads at strategic level
Residents play critical role in influencing and overseeing the implementation of this standard
Look to other providers for good practice to adopt on transparency, influence and accountability.

All 22 TSMs apply to transparency, influence and accountability.

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