Consumer Standards
The Regulator of Social Housing sets consumer standards that all social landlords are required to meet, which they assess through regulatory engagement, including inspections of landlords.
The purpose of the standards is to protect tenants and improve landlord services, and this page details our approach to these requirements and how we ensure that we deliver the outcomes of the consumer standards for customers.
The standards are available in full via the button below.
Safety and Quality Standard
This standard sets expectations for the provision of safe and well-maintained homes, which is a fundamental responsibility of all registered providers.
The standard covers requirements around stock quality; decency; health and safety; repairs, maintenance and planned improvements; and the provision of adaptations to tenants’ homes. Our Repairs and Maintenance, and Sustainable Assets teams are responsible for the delivery of these services – and you can find out more about our offer via the links below.
Transparency, Influence and Accountability Standard
This standard ensures that we:
- are treating customers and prospective customers fairly and with respect at all times
- understand the diverse needs of our customers and are responding to them
- engage with customers and give opportunities for them to influence our services and policies
- provide information about our services and performance
- have an accessible complaints process that addresses customers’ needs fairly
Our Customer Experience team is responsible for ensuring we meet these expectations, and you can find out more from the links below.
Neighbourhood and Community Standard
This standard helps to ensure that our communities and homes are safe places for people to live, and sets out expectations for social landlords to work in cooperation with relevant partners to promote social, environmental and economic wellbeing in the areas we work.
The policies available via the links below outline how we address anti-social behaviour, work to prevent hate crime, make common and shared spaces safe, protect those experiencing domestic abuse and work with other agencies.
Tenancy Standard
The Tenancy standard requires social landlords to have effective policies and processes in place for allocating homes, to support customers to maintain their tenancies by offering appropriate support and to work effectively with local authorities to help meet identified local housing needs and support mutual exchanges.
These expectations form the foundations of our housing offer to customers, and the links below set out how we meet these requirements.
Competence and Conduct Standard
This standard is about driving greater professionalism and higher standards by ensuring relevant housing staff have the required skills, knowledge, experience, and behaviours to deliver a high standard of service to tenants. Senior housing managers and executives are required to hold, or be working towards, a housing management qualification.
To meet the expected outcomes of this standard we have a code of conduct in place, together with policies to ensure regular reviews, with development opportunities to ensure colleagues have the required skills, knowledge and experience.
Consumer Standards Champion
Matt Foreman – Chief Customer Officer
Matt is responsible for the customer-facing side of our business, ensuring the organisation provides a great customer experience. Alongside managing our neighbourhoods, he is also responsible for our work in Independence and Wellbeing, which supports our more vulnerable customers to develop life skills and achieve their goals.
Any queries or questions can be emailed to us using: consumerstandards@greatplaces.org.uk.
Please note, if you need a particular service such as a repair or wish to make a comment, compliment or complaint, please use the buttons below this section to ensure your message gets to the right team.
