Member briefing for consultation on consumer standards and Code of Practice

17 August 2023

The Social Housing Regulation Act 2023 has received Royal Assent, officially becoming law. We welcome the Act which aims to improve the regulation of social housing, strengthen tenants’ rights and ensure better quality and safer homes. 

One of the crucial aspects of the Act is the change of consumer regulation responsibilities of the Regulator of Social Housing. The Regulator will now be able to proactively monitor landlords' compliance with the new consumer standards.

The government has drafted consumer standards which build upon existing standards and incorporate amendments that align with the Regulator’s expanded role. The Social Housing Act also gives the Regulator power to issue a Code of Practice to support registered housing providers to understand how they can achieve compliance with the proposed standards.

From 1 April 2024, the revised consumer standards and Code of Practice will apply to all registered providers.

The Regulator is seeking views on the draft consumer standards and Code of Practice as they develop their approach to delivering a new and strengthened consumer regulation regime.

The draft set of consumer standards includes:

  • The Safety and Quality Standard - Requires landlords to provide safe and good quality homes and landlord services to tenants.
  • The Transparency, Influence and Accountability Standard - This standard emphasises the importance of open communication, fairness, and respect between landlords and tenants. This allows tenants to access services, voice concerns, and influence decisions that impact them.
  • The Neighbourhood and Community Standard - Landlords are expected to collaborate with other parties to create safe and well-maintained neighbourhoods where tenants feel secure in their homes.
  • The Tenancy Standard - Sets requirements for the fair allocation and letting of homes creating responsible tenancy practices.

The Regulator has published a consultation seeking feedback on a set of draft consumer standards. We have produced a briefing for our members on the consultation on consumer standards and Code of Practice. Download our briefing below.

It provides key insights for housing associations and outlines areas where we are seeking specific feedback. We strongly encourage all housing associations to share their feedback on the consultation. Your views will help shape our response to the consultation and ensure the sector is well represented.

Please submit your feedback or response on the consultation to by Tuesday 26 September 2023. 

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