Consumer standards
Consumer standards have been introduced by the Regulator of Social Housing. They set out what’s required of us, as a social landlord, to make sure that you’ve got a safe, secure and well-maintained home. They’re also there to make sure that you get a good service from us too, covering things like communication and how we treat you.
There are four categories of consumer standards, and a grand total of 60 standards across those four categories. You can find more about them below but if you’d like to get the full details, head over to the gov.uk website. The regulator will measure how we’re doing through us reporting on our performance and through inspections they conduct.
How we’re doing is also recorded through the Tenant Satisfaction Measures (part of consumer standards). The results are made up of a mixture of your feedback from the tenant satisfaction survey and data we hold.
But, we want to go further than the consumer standards and that’s why we introduced our customer obsessed way of working last year, so that you get the best possible customer experience.
More on the four consumer standard areas...
- This is all about making sure you have a safe and well-maintained home and that we understand the condition of all our homes too.
It covers requirements around repairs, planned improvements (things like replacing kitchens and bathrooms) as well as general maintenance and our health and safety responsibilities.
- This standard is about making sure we’re open and honest with you, that we understand the diverse needs of all our customers, and that you’re treated fairly and respectfully so you can access all the services you need to.
It also includes requirements around giving you opportunities to shape our services and policies, as well as making sure that you can feed back about your experience of our services too.
- This covers what happens outside your front door. So that includes community spaces, communal areas and what we do to make sure you feel safe in your home.
It includes standards on anti-social behaviour and how we work with relevant partners in the community to promote social, environmental and economic wellbeing in your neighbourhood.
- The tenancy standard covers your experience from before you become one of our customers right through to when you move out, and everything in between.
How we let our homes, mutual exchanges and how we support you through any changes during your tenancy are all covered by this standard.
As one of our customers, you can find out more about our services in the Your Home hub and we’ve also got our policies in one easy place for you, too.
If you’ve read this and would like to get involved in shaping our services then take a look at which group might suit you best.
And, if you’ve got any feedback for us then we’re all ears too.