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Consumer Standards

The Regulator of Social Housing has released a new set of consumer standards that are required of social landlords to protect tenants and improve the services we offer.

The standards are available in full from the button below.

The new standards came into force on 1 April 2024 and this page will detail how we approach and meet the required standards – and how you can get in touch with us if you have any queries.

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.


Positive tick safety compliance

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.

Consumer Standards Champion

Guy Cresswell – Executive Director Customer Services

Guy is responsible for the customer-facing side of our business, ensuring the organisation provides a great customer experience. He is also our Consumer Standards Champion and responsible for ensuring that we deliver against these standards.

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.