Module 5: The Four Consumer Standards
The Four Consumer Standards
Our regulatory standards set the outcomes that social landlords in England must deliver for tenants.
Our Directors are responsible for making sure we meet the requirements of the Government’s Consumer Standards.
Our Performance
We are committed to providing a fair deal and excellent service to our customers, colleagues and stakeholders.
Our performance is continually measured and analysed to ensure we achieve our strategic objectives as identified in our Strategic Framework:
- Resilient with a strong financial base
- Growth
- A fair deal for customers
- A good place to work
Visit our website to view the latest reports from across the business
Our Annual Report
We gave Thrive Customer Voice members the opportunity to let us know what they think should be included in our 2023/2024 Annual Report for Tenants. You can read more about what customers told us they wanted to know about by visiting our "Get Involved" pages.
We publish our Annual Report on 1st October every year in line with regulatory standards.
Safety & Quality
Click the boxes below for more information
Stock quality
Click to visit .gov.uk
Health & Safety
Decency
Adaptations
Repairs, maintenance and planned improvements
Transparency, Influence and Accountability
TSM: Technical requirements
TSM: Survey requirements
Requirements and guidance for social landlords in England on transparency, influence and accountability, including Tenant Satisfaction Measures (TSMs)
Hover over the boxes below for the key points.
Outcomes landlords must deliver about engaging with other relevant parties so that tenants can live in safe and well-maintained neighbourhoods and feel safe in their homes.
Neighbourhood and Community Standard:
Safety of shared spaces
Local cooperation
Anti-social behaviour and hate incidents
Domestic abuse
Outcomes social landlords must deliver about the fair allocation and letting of homes and how tenancies are managed and ended by landlords.
Tenancy Standard:
Allocations and Lettings
Tenancy sustainment and evictions
Tenure
Mutual exchange
Decency
Registered providers must ensure that tenants’ homes meet the standard set out in section five of the Government’s Decent Homes Guidance and continue to maintain their homes to at least this standard unless exempted by the regulator.
Registered providers shall offer tenancies or terms of occupation which are compatible with the purpose of the accommodation, the needs of individual households, the sustainability of the community, and the efficient use of their housing stock.
They shall meet all applicable statutory and legal requirements in relation to the form and use of tenancy agreements or terms of occupation.
Stock quality
Registered providers must have an accurate, up to date and evidenced understanding of the condition of their homes that reliably informs their provision of good quality, well maintained and safe homes for tenants.
Repairs, maintenance and planned improvements
Registered providers must provide an effective, efficient and timely repairs, maintenance and planned improvements service for the homes and communal areas for which they are responsible.
Adaptations
Registered providers must assist tenants seeking housing adaptations to access appropriate services.
Health and safety
When acting as landlords, registered providers must take all reasonable steps to ensure the health and safety of tenants in their homes and associated communal areas.
Module 5: The Four Consumer Standards
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Transcript
Module 5: The Four Consumer Standards
The Four Consumer Standards
Our regulatory standards set the outcomes that social landlords in England must deliver for tenants.
Our Directors are responsible for making sure we meet the requirements of the Government’s Consumer Standards.
Our Performance
We are committed to providing a fair deal and excellent service to our customers, colleagues and stakeholders. Our performance is continually measured and analysed to ensure we achieve our strategic objectives as identified in our Strategic Framework:- Resilient with a strong financial base
- Growth
- A fair deal for customers
- A good place to work
Visit our website to view the latest reports from across the business
Our Annual Report
We gave Thrive Customer Voice members the opportunity to let us know what they think should be included in our 2023/2024 Annual Report for Tenants. You can read more about what customers told us they wanted to know about by visiting our "Get Involved" pages.
We publish our Annual Report on 1st October every year in line with regulatory standards.
Safety & Quality
Click the boxes below for more information
Stock quality
Click to visit .gov.uk
Health & Safety
Decency
Adaptations
Repairs, maintenance and planned improvements
Transparency, Influence and Accountability
TSM: Technical requirements
TSM: Survey requirements
Requirements and guidance for social landlords in England on transparency, influence and accountability, including Tenant Satisfaction Measures (TSMs)
Hover over the boxes below for the key points.
Outcomes landlords must deliver about engaging with other relevant parties so that tenants can live in safe and well-maintained neighbourhoods and feel safe in their homes.
Neighbourhood and Community Standard:
Safety of shared spaces
Local cooperation
Anti-social behaviour and hate incidents
Domestic abuse
Outcomes social landlords must deliver about the fair allocation and letting of homes and how tenancies are managed and ended by landlords.
Tenancy Standard:
Allocations and Lettings
Tenancy sustainment and evictions
Tenure
Mutual exchange
Decency Registered providers must ensure that tenants’ homes meet the standard set out in section five of the Government’s Decent Homes Guidance and continue to maintain their homes to at least this standard unless exempted by the regulator.
Registered providers shall offer tenancies or terms of occupation which are compatible with the purpose of the accommodation, the needs of individual households, the sustainability of the community, and the efficient use of their housing stock. They shall meet all applicable statutory and legal requirements in relation to the form and use of tenancy agreements or terms of occupation.
Stock quality Registered providers must have an accurate, up to date and evidenced understanding of the condition of their homes that reliably informs their provision of good quality, well maintained and safe homes for tenants.
Repairs, maintenance and planned improvements Registered providers must provide an effective, efficient and timely repairs, maintenance and planned improvements service for the homes and communal areas for which they are responsible.
Adaptations Registered providers must assist tenants seeking housing adaptations to access appropriate services.
Health and safety When acting as landlords, registered providers must take all reasonable steps to ensure the health and safety of tenants in their homes and associated communal areas.