Consultation on the Consumer Standards


This consultation closed on 17th October. The final set of standards will apply from April 2024.

Proposed consumer standards

Below you will find a summary of each standard. For more information on the consultation, or to respond to the consultation, please follow the links below.

Check full detail of the consultation

Safety and Quality

This standard would mean landlords have to provide their tenants with safe, good quality homes and effective landlord services.

Requirement 1 - Quality of homes
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.

Requirement 2 - Decent homes
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.

Requirement 3 – Health and Safety
When acting as landlords, registered providers must take all reasonable steps to ensure the safety of tenants in their homes and associated communal areas.

Requirement 4 - 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.

Requirement 5 - Adaptations
Registered providers must assist tenants seeking housing adaptations to access appropriate services.

Transparency, Influence and Accountability

To improve tenant-landlord relationships, tenants need to be able to get relevant information from their landlords, and landlords need to listen to their tenants and act on their views.

Requirement 1 - Fairness and respect
Registered providers must treat all tenants with fairness and respect.

Requirement 2 - Diverse needs
Registered providers must take action to deliver fair access to, and equitable outcomes of, housing and landlord services for all tenants.

Requirement 3 - Engagement with tenants
Registered providers must take tenants’ views into account in their decision-making about how landlord services are delivered.

Requirement 4 - Information about landlord services
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.

Requirement 5 - Performance information
Registered providers must collect and provide information to support effective scrutiny by tenants of their landlord’s performance in delivering landlord services.

Requirement 6 Complaints
Registered providers must ensure complaints are addressed fairly, effectively, and promptly.

Requirement 7 Self-referral
Registered providers must communicate in a timely manner with the regulator on all material issues that relate to noncompliance or potential non-compliance with the consumer standards.

Neighbourhood and Community

Part of a landlord’s role is to work with others to help with the upkeep and safety of the neighbourhoods and communities their homes are part of.

Requirement 1 Maintenance of shared spaces
Registered providers must work co-operatively with tenants, other landlords and relevant organisations to contribute to the upkeep and safety of shared spaces associated with their homes.

Requirement 2 Local cooperation
Registered providers must co-operate with relevant partners to promote social, environmental and economic wellbeing in the areas where they provide social housing.

Requirement 3 Domestic abuse
Registered providers must work cooperatively with other agencies tackling domestic abuse and enable tenants to access appropriate support and advice.

Requirement 4 Safer neighbourhoods
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) in the neighbourhoods where they provide social housing.


The new Tenancy Standard would require landlords to allocate and let homes fairly, and set expectations for how landlords manage and end tenancies. We are proposing a standard with four main requirements that landlords have to meet.

Requirement 1 Allocations and lettings
Registered providers must allocate and let their homes in a fair and transparent way that takes the needs of tenants and prospective tenants into account.

Requirement 2 Tenure
Registered providers must 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. In doing so, registered providers must meet all applicable legal requirements.

Requirement 3 Tenancy sustainment and evictions
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.

Requirement 4 Mutual exchange
Registered providers must support relevant tenants living in eligible housing to mutually exchange their homes.

Proposed Code of Practice

The RSH are proposing a Code of Practice to go with the four consumer standards, which gives examples of the sorts of things landlords should think about to make sure they meet the standards. This would help tenants and landlords to understand what the standards mean for them. 

Housing Business Improvement

Contact information

Milton Keynes City Council, Civic, 1 Saxon Gate East, Milton Keynes MK9 3EJ