Senior Consultant
The new Consumer Standards introduced by the Regulator of Social Housing in April are already driving significant changes across the sector. These standards are designed to enhance the quality of housing and services, with a strong focus on safety and the need to evidence the outcomes of tenant engagement and safety. Here, DTP Senior Consultant Diane Carney shares her insights on what social housing providers should prioritise under these new regulations.
Understanding and responding to the standards
The Consumer Standards have been generally well received by the sector. They clearly outline what quality housing and landlord services should look like, with a focus on rebalancing the tenant-landlord relationship. Providers have been proactive in conducting self-assessments and gap analyses to align their practices with the new standards.
The Safety and Quality homes standard
This standard places a strong emphasis on understanding and maintaining housing stock. Providers are required to conduct 100% property inspections, ensuring that data is not older than five years. Accurate data is crucial for making informed decisions about property maintenance and safety.
Key actions:
The Transparency, Influence and Accountability Standard
With the first submission of Tenant Satisfaction Measures (TSMs) approaching, providers must ensure their management information data on complaints, repairs, decency, anti-social behaviour, and property compliance is accurate. The standard prescribes specific methodologies for calculating and reporting these measures.
Key actions:
Preparing for inspections
The introduction of proactive inspections under the new Consumer Standards marks a significant shift. Providers must be prepared to demonstrate compliance and show evidence the outcomes of the of meeting the standards.
Key actions:
Future considerations
Looking ahead, social housing providers should be aware of the broader implications of the new standards. The sector will benefit from the Regulator’s global TSM results, which will provide insights into sector-wide performance. Additionally, upcoming regulations such as Awaab’s Law and the Conduct and Competency Standard will further shape the landscape.
Key actions:
And finally……
The new Consumer Standards represent a significant step towards improving the quality of social housing and strengthening tenant-landlord relationships. By focusing on robust data management, proactive engagement with tenants and thorough preparation for inspections, social housing providers can ensure they meet these new regulatory requirements and deliver high-quality services.
For further support and guidance on meeting the new Consumer Standards, please get in touch.