We are regulated by the Regulator of Social Housing (RSH), an organisation whose role is set by Parliament and is accountable to Government.
The RSH two main objectives:
- Economic objective: to make sure that registered housing providers are well managed and financially stable.
- Consumer objective: to make sure that customers live in quality, safe homes, have choice and protection, and can hold their landlords to account.
To deliver the consumer objective, the RSH sets consumer standards for the quality of homes and services.
Consumer standards
Outcomes landlords must deliver about engaging with other relevant parties so that residents can live in safe and well-maintained neighbourhoods and feel safe in their homes.
Outcomes landlords must deliver about the safety and quality of residents’ homes.
Outcomes social landlords must deliver about the fair allocation and letting of homes and how tenancies are managed and ended.
Including the Tenant Satisfaction Measures, this standard covers the outcomes landlords must deliver about being open with residents and treating them with fairness and respect so that residents can access services, raise complaints, influence decision making and hold their landlord to account.
What this means for you
Residents are always at the heart of everything we do
We aim to provide comfortable, safe homes and a high-quality service.
The consumer standards, and your feedback in the tenant satisfaction measures survey, help us to review how we work and improve services and customer satisfaction.
The Regulator's Consumer Standards Code of Practice helps residents and landlords understand what is expected and how providers might deliver the right outcomes.
Housing providers with more than 1,000 homes are regularly inspected by the Regulators to ensure they meet the standards. As we have fewer than 1,000 homes, we won't be routinely inspected, however we will need to be able to evidence that we're meeting the standards.