National Context
Nuneaton and Bedworth Borough Council are required to comply with the Regulator of Social Housing Consumer Standards, which have been refreshed and were launched in April 2024. The standards were set out by the Regulator of Social Housing through the Social Housing Regulation Act 2023.
There are four Consumer Standards, including:
- Neighbourhood and Community Standard.
- Safety and Quality Standard.
- Tenancy Standard.
- Transparency, Influence and Accountability Standard.
The primary consumer standard for the ASB Strategy is the Neighbourhood and Community Standard which sets out the key requirements expected of social housing providers in their approach to managing reports of ASB, with expectations to:
- Work co-operatively with tenants, other landlords and relevant organisations to take all reasonable steps to ensure the safety of shared spaces
- Co-operate with relevant partners to promote social, environmental and economic wellbeing in the areas where we provide social housing
- Work in partnership with appropriate local authority departments, the police and other relevant organisations to deter and tackle ASB and hate incidents in the neighbourhoods where we provide social housing
- Work co-operatively with other agencies tackling domestic abuse and enable tenants to access appropriate support and advice
The other Consumer Standards set out the key requirements expected of social housing providers with expectations including:
- Registered Providers must treat all tenants and leaseholders with fairness and respect
- Utilising relevant data to understand tenant and leaseholder needs and requirements
- Ensuring communication is timely, relevant and accessible
- Making sure that services are accessible
- Taking the views of tenants and leaseholders into account about how services are delivere
- Giving tenants and leaseholders meaningful opportunities to influence and scrutinise strategies, policies and services
- Carrying out a Tenant Satisfaction Measures (TSM) programme, made up of a perception survey and other management information
- Publishing performance information to show tenants and leaseholders how the landlord is performing
- Improving the complaints process, to ensure that it is easily accessible and complaints are responded to in a timely and effective manner. Landlords must also be able to evidence how they understand and utilise the learning from complaints that they receive to improve services