Annex 3: Consumer standards 1 April 2024

Question 1

Safety and Quality Standard

Accepted Answer

Consumer standards 1 April 2024

Question 2

1.  Required outcomes

Accepted Answer

1.1 Fairness and respect

1.1.1 Registered providers must treat tenants^{[footnote 2]} and prospective tenants with fairness and respect.

1.2 Diverse needs

1.2.1 In relation to the housing and landlord services they provide, registered providers must take action to deliver fair and equitable outcomes for tenants and, where relevant, prospective tenants.

1.3 Engagement with tenants

1.3.1 Registered providers must take tenants’ views into account in their decision-making about how landlord services are delivered and communicate how tenants’ views have been considered.

1.4 Information about landlord services

1.4.1 Registered providers must communicate with tenants and provide information so tenants can use landlord services, understand what to expect from their landlord, and hold their landlord to account.

1.5 Performance information

1.5.1 Registered providers must collect and provide information to support effective scrutiny by tenants of their landlord’s performance in delivering landlord services.

1.6 Complaints

1.6.1 Registered providers must ensure complaints are addressed fairly, effectively, and promptly.

Question 3

2.  Specific expectations

Accepted Answer

2.1 Allocations and lettings

2.1.1 Registered providers must co-operate with local authorities’ strategic housing functions and assist local authorities to fulfil their duties to meet identified local housing need. This includes assistance with local authorities’ homelessness duties, and through meeting obligations in nominations agreements.

2.1.2 Registered providers must seek to allocate homes that are designated, designed, or adapted to meet specific needs in a way that is compatible with the purpose of the housing.

2.1.3 Registered providers must develop and deliver services that seek to address under-occupation and overcrowding in their homes. These services should be focused on the needs of tenants.

2.1.4 Registered providers must take action to prevent and tackle tenancy fraud.

2.1.5 Registered providers must have a fair, reasonable, simple and accessible appeals process for allocation decisions.

2.1.6 Registered providers must record all lettings and sales as required by the Continuous Recording of Lettings (CORE) system.

2.2 Tenancy sustainment and evictions

2.2.1 Registered providers must provide services that support tenants to maintain their tenancy or licence and prevent unnecessary evictions.

2.2.2 Registered providers must provide tenants required to move with timely advice and assistance about housing options before the tenancy or licence ends.

2.3 Tenure

2.3.1 Registered providers shall publish clear and accessible policies which outline their approach to tenancy management, including interventions to sustain tenancies and prevent unnecessary evictions, and tackling tenancy fraud, and set out:

a) The type of tenancies they will grant.

b) Where they grant tenancies for a fixed term, the length of those terms.

c) The circumstances in which they will grant tenancies of a particular type.

d) Any exceptional circumstances in which they will grant fixed term tenancies for a term of less than five years in general needs housing following any probationary period.

e) The circumstances in which they may or may not grant another tenancy on the expiry of the fixed term, in the same property or in a different property.

f) The way in which a tenant or prospective tenant may appeal against or complain about the length of fixed term tenancy offered and the type of tenancy offered, and against a decision not to grant another tenancy on the expiry of the fixed term.

g) Their policy on taking into account the needs of those households who are vulnerable by reason of age, disability or illness, and households with children, including through the provision of tenancies which provide a reasonable degree of stability.

h) The advice and assistance they will give to tenants on finding alternative accommodation in the event that they decide not to grant another tenancy.

i) Their policy on granting discretionary succession rights, taking account of the needs of vulnerable household members.

2.3.2 Registered providers must grant general needs tenants a periodic secure or assured (excluding periodic assured shorthold) tenancy, or a tenancy for a minimum fixed term of five years, or exceptionally, a tenancy for a minimum fixed term of no less than two years, in addition to any probationary tenancy period.

2.3.3 Before a fixed term tenancy ends, registered providers shall provide notice in writing to the tenant stating either that they propose to grant another tenancy on the expiry of the existing fixed term or that they propose to end the tenancy.

2.3.4 Where registered providers use probationary tenancies, these shall be for a maximum of 12 months, or a maximum of 18 months where reasons for extending the probationary period have been given and where the tenant has the opportunity to request a review.

2.3.5 Registered providers shall grant those who were social housing tenants on the day on which section 154 of the Localism Act 2011 comes into force, and have remained social housing tenants since that date, a tenancy with no less security where they choose to move to another social rented home, whether with the same or another landlord. (This requirement does not apply where tenants choose to move to accommodation let on Affordable Rent terms).

2.3.6 Registered providers shall grant tenants who have been moved into alternative accommodation during any redevelopment or other works a tenancy with no less security of tenure on their return to settled accommodation.

2.4 Mutual exchange

2.4.1 Registered providers must offer a mutual exchange service which allows relevant tenants potentially eligible for mutual exchange, whether pursuant to a statutory right or a policy of the registered provider, to easily access details of all (or the greatest practicable number of) available matches without payment of a fee.

2.4.2 Registered providers must publicise the availability of any mutual exchange service(s) it offers to its relevant tenants.

2.4.3 Registered providers must provide support for accessing mutual exchange services to relevant tenants who might otherwise be unable to use them.

2.4.4 Registered providers must offer tenants seeking to mutually exchange information about the implications for tenure, rent and service charges.

Throughout the consumer standards ‘tenants’ means tenants and other occupiers of social housing which includes licensees and shared owners (unless explicitly stated). ↩
Throughout the consumer standards ’tenants’ means tenants and other occupiers of social housing which includes licensees and shared owners (unless explicitly stated). ↩
‘Shared spaces’ are those spaces associated with a registered providers’ homes and used by their tenants that are not the responsibility of the landlord, as opposed to communal areas where landlords have direct responsibilities for ensuring their safety and maintenance. ↩
Throughout the consumer standards ‘tenants’ means tenants and other occupiers of social housing which includes licensees and shared owners (unless explicitly stated). ↩
‘Shared spaces’ are those spaces associated with a registered providers’ homes and used by their tenants that are not the responsibility of the landlord, as opposed to communal areas where landlords have direct responsibilities for ensuring their safety and maintenance. ↩
Throughout the consumer standards ‘tenants’ means tenants and other occupiers of social housing which includes licensees and shared owners (unless explicitly stated). ↩

Question 4

Transparency, Influence and Accountability Standard

Accepted Answer

Consumer standards 1 April 2024

Question 5

2. Specific expectations

Accepted Answer

2.1 Diverse needs

2.1.1 Registered providers must use relevant information and data to:

a) understand the diverse needs of tenants, including those arising from protected characteristics, language barriers, and additional support needs; and

b) assess whether their housing and landlord services deliver fair and equitable outcomes for tenants.

2.1.2 Registered providers must ensure that communication with and information for tenants is clear, accessible, relevant, timely and appropriate to the diverse needs of tenants.

2.1.3 Registered providers must ensure that landlord services are accessible, and that the accessibility is publicised to tenants. This includes supporting tenants and prospective tenants to use online landlord services if required.

2.1.4 Registered providers must allow tenants and prospective tenants to be supported by a representative or advocate in interactions about landlord services.

2.2 Engagement with tenants

2.2.1 Registered providers must give tenants a wide range of meaningful opportunities to influence and scrutinise their landlord’s strategies, policies and services. This includes in relation to the neighbourhood where applicable.

2.2.2 Registered providers must assist tenants who wish to implement tenant-led activities to influence and scrutinise their landlord’s strategies, policies and services. This includes in relation to the neighbourhood where applicable.

2.2.3 Registered providers must provide accessible support that meets the diverse needs of tenants so they can engage with the opportunities in 2.2.1 and 2.2.2.

2.2.4 Registered providers must support tenants to exercise their Right to Manage, Right to Transfer or otherwise exercise housing management functions, where appropriate.

2.2.5 Registered providers, working with tenants, must regularly consider ways to improve and tailor their approach to delivering landlord services including tenant engagement. They must implement changes as appropriate to ensure services deliver the intended aims.

2.2.6 Where a registered provider is considering a change in landlord for one or more tenants, or a significant change in management arrangements, it must consult affected tenants on its proposals at a formative stage and take those views into account in reaching a decision. The consultation must:

a) be fair and accessible

b) provide tenants with adequate time, information and opportunities to consider and respond

c) set out actual or potential advantages and disadvantages (including costs) to tenants in the immediate and longer term, and

d) demonstrate to affected tenants how the consultation responses have been taken into account in reaching a decision.

2.3 Information about landlord services

2.3.1. Registered providers must provide tenants with accessible information about the:

a) available landlord services, how to access those services, and the standards of service tenants can expect

b) standards of safety and quality tenants can expect homes and communal areas to meet

c) rents and service charges that are payable by tenants

d) responsibilities of the registered provider and the tenant for maintaining homes, communal areas, shared spaces^{[footnote 3]} and neighbourhoods.

2.3.2 Registered providers must provide tenants with accessible information about tenants’ rights in respect of registered providers’ legal obligations and relevant regulatory requirements that registered providers must meet in connection with the homes, facilities or landlord services they provide to tenants. This must include information about:

a) the requirement to provide a home that meets the government’s Decent Homes Standard;

b) the registered provider’s obligation to comply with health and safety legislation;

c) the rights conferred on tenants by their tenancy agreements including rights implied by statute and/or common law, in particular—

i) the right to a home that is fit for human habitation; and

ii) the right to receive notice of a proposed visit to carry out repairs or maintenance or to view the condition and state of repair of the premises; and

d) the rights of disabled tenants to reasonable adjustments.

2.3.3 Registered providers must communicate with affected tenants on progress, next steps and outcomes when delivering landlord services.

2.3.4 Registered providers’ housing and neighbourhood policies must be fair, reasonable, accessible and transparent. Where relevant, policies should set out decision-making criteria and appeals processes.

2.3.5 Registered providers must make information available to tenants about the relevant roles and responsibilities of senior level employees or officers, including who has responsibility for compliance with the consumer standards.

2.4 Performance information

2.4.1 Registered providers must meet the regulator’s requirements in relation to the tenant satisfaction measures set by the regulator as set out in Tenant Satisfaction Measures: Technical requirements and Tenant Satisfaction Measures: Tenant survey requirements.

2.4.2 Registered providers must:

a) collect and process information specified by the regulator relating to their performance against the tenant satisfaction measures. The information must be collected within a timeframe set by the regulator and must meet the regulator’s requirements in Tenant Satisfaction Measures: Technical requirements and Tenant Satisfaction Measures: Tenant survey requirements

b) annually publish their performance against the tenant satisfaction measures. This should include information about how they have met the regulator’s requirements set out in Tenant Satisfaction Measures: Technical requirements and Tenant Satisfaction Measures: Tenant survey requirements. This information must be published in a manner that is timely, clear, and easily accessed by tenants; and

c) annually submit to the regulator information specified by the regulator relating to their performance against those measures. The information must be submitted within a timeframe and in a form determined by the regulator.

2.4.3 In meeting 2.4.1 and 2.4.2 above, registered providers must ensure that the information is an accurate, reliable, valid, and transparent reflection of their performance against the tenant satisfaction measures.

2.4.4 Registered providers must provide tenants with accessible information about:

a) how they are performing in delivering landlord services and what actions they will take to improve performance where required

b) how they have taken tenants’ views into account to improve landlord services, information and communication

c) how income is being spent

d) their directors’ remuneration and management costs.

2.5 Complaints

2.5.1 Registered providers must ensure their approach to handling complaints is simple, accessible and publicised.

2.5.2 Registered providers must provide accessible information to tenants about:

a) how tenants can make a complaint about their registered provider;

b) the registered provider’s complaints policy and complaints handling process;

c) what tenants can do if they are dissatisfied with the outcome of a complaint or how a complaint was handled; and

d) the type of complaints received and how they have learnt from complaints to continuously improve services.

2.6 Self-referral

2.6.1 Registered providers must communicate in a timely manner with the regulator on all material issues that relate to non-compliance or potential non-compliance with the consumer standards.

Question 6

Neighbourhood and Community Standard

Accepted Answer

Consumer standards 1 April 2024

Question 7

1. Required outcomes

Accepted Answer

1.1 Safety of shared spaces

1.1.1 Registered providers must work co-operatively with tenants^{[footnote 4]}, other landlords and relevant organisations to take all reasonable steps to ensure the safety of shared spaces^{[footnote 5]}.

1.2 Local cooperation

1.2.1 Registered providers must co-operate with relevant partners to promote social, environmental and economic wellbeing in the areas where they provide social housing.

1.3.1 Registered providers must work in partnership with appropriate local authority departments, the police and other relevant organisations to deter and tackle anti-social behaviour (ASB) and hate incidents in the neighbourhoods where they provide social housing.

1.4 Domestic abuse

1.4.1 Registered providers must work co-operatively with other agencies tackling domestic abuse and enable tenants to access appropriate support and advice.

Question 8

Tenancy Standard

Accepted Answer

Consumer standards 1 April 2024

Question 9

1. Required outcomes

Accepted Answer

1.1 Allocations and lettings

1.1.1 Registered providers must allocate and let their homes in a fair and transparent way that takes the needs of tenants^{[footnote 6]}: and prospective tenants into account.

1.2 Tenancy sustainment and evictions

1.2.1 Registered providers must support tenants to maintain their tenancy or licence. Where a registered provider ends a tenancy or licence, they must offer affected tenants advice and assistance.

1.3 Tenure

1.3.1 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.

1.3.2 They shall meet all applicable statutory and legal requirements in relation to the form and use of tenancy agreements or terms of occupation.

1.4 Mutual exchange

1.4.1 Registered providers must support relevant tenants living in eligible housing to mutually exchange their homes.

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Applies to England

Safety and Quality Standard

1. Required outcomes

1.1 Stock quality

1.2 Decency

1.3 Health and safety

1.4 Repairs, maintenance and planned improvements

1.5 Adaptations

2. Specific expectations

2.1 Stock quality

2.2 Health and safety

2.3 Repairs, maintenance and planned improvements

2.4 Adaptations

Transparency, Influence and Accountability Standard

1. Required outcomes

1.1 Fairness and respect

1.2 Diverse needs

1.3 Engagement with tenants

1.4 Information about landlord services

1.5 Performance information

1.6 Complaints

2. Specific expectations

2.1 Diverse needs

2.2 Engagement with tenants

2.3 Information about landlord services

2.4 Performance information

2.5 Complaints

2.6 Self-referral

Neighbourhood and Community Standard

1. Required outcomes

1.1 Safety of shared spaces

1.2 Local cooperation

1.3 Anti-social behaviour and hate incidents

1.4 Domestic abuse

2. Specific expectations

2.1 Local cooperation

2.2 Anti-social behaviour and hate incidents

2.3 Domestic abuse

Tenancy Standard

1. Required outcomes

1.1 Allocations and lettings

1.2 Tenancy sustainment and evictions

1.3 Tenure

1.4 Mutual exchange

2. Specific expectations

2.1 Allocations and lettings

2.2 Tenancy sustainment and evictions

2.3 Tenure

2.4 Mutual exchange

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