National Policy
Nuneaton and Bedworth Borough Council are required to comply with the Regulator of Social Housing Consumer Standards, which have been refreshed and launched in April 2024. The Regulator of Social Housing is empowered to set these standards through the Social Housing (Regulation) Act 2023.
There are four consumer standards, which are:
- Safety and Quality Standard.
- Tenancy Standard.
- Transparency, Influence and Accountability Standard.
- Neighbourhood and Community Standard.
The Transparency, Influence and Accountability Standard sets out the key requirements for landlords in relation to tenant and leaseholder engagement, with expectations such as:
- Landlords 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 delivered.
- Giving tenants and leaseholders 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 their 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.