What will delegates learn?

• A clear understanding of the five Consumer Standards and their key requirements
• What tenants can reasonably expect from their landlord under the Standards
• How the Regulator assesses compliance and what triggers regulatory engagement
• What effective assurance looks like, including evidence, documentation and governance oversight
• Practical steps to strengthen service delivery, oversight and accountability.

This course will cover

An overview of the five Consumer Standards:

• Safety and Quality – Ensuring homes are safe, well-maintained and meet required standards
• Transparency, Influence and Accountability – Ensuring landlords are open, accountable and responsive to residents
• Neighbourhood and Community – Creating safe, well-managed neighbourhoods and communities
• Tenancy – Understanding landlords’ responsibilities, including a reflection on potential tenancy reforms expected in 2027
• Competence and Conduct – Understanding the new requirements for workforce skills, knowledge and professional behaviours, in force since 1 October 2026.

Putting the Standards into practice:

• The purpose and regulatory framework of the Consumer Standards
• Roles and responsibilities of staff, involved residents, boards and committees
• Service delivery expectations and how performance is assessed
• How the Standards link to landlord accountability and regulatory outcomes
• Common risks, gaps and areas for improvement
• Sharing good practice and practical approaches delegates can apply within their organisation.

Who should attend?

• Housing and neighbourhood teams, customer service and complaints staff
• Resident involvement teams and involved residents
• Senior leaders and managers responsible for service standards and assurance
• Board and committee members and councillors with governance oversight.

This course is ideal for anyone working with social landlords who needs a practical understanding of the Consumer Standards and what they mean for their organisation and residents.

Michael Guest is a well-established and sought-after consultant and trainer in housing. His expertise and experience extend across the housing sector, with specialisms in Governance, Housing Management, Change in the Sector and Resident Engagement.

He is known for his highly professional, yet relaxed and approachable working style that lends itself to learning and development assignments. This is combined with working comfortably at political and governance levels, through executive, management, and operational staff and with involved residents and communities.

After holding a number of senior management positions in housing, Michael has for over 30 years been Director of Michael Guest Associates Ltd., providing consultancy and training to the sector. A key aspect of this work is as part of HQN programmes since its inception.

Michael is a Chartered Housing Professional, Chartered Management Consultant, and a Chartered Manager. A Fellow of the Chartered Institute of Housing he is a:

• Regular Chair of and Lead Assessor on its Experienced Professional Route Professional Interview Panels for Chartered Membership
• Member of the Executive Route Professional Interview Panel for Chartered Membership
• Registered CIH Mentor for Senior Housing Professionals
• Member of the CIH Housing Academy.

He is also a Fellow of the Institute of Leadership, the Royal Society for Public Health, the Chartered Management Institute, the Institute of Consulting, was awarded an MSc. (with Merit) in Leadership and Management in 2017, an MSc. (with Distinction) in Housing Studies in 2020 and a Postgraduate Certificate in Corporate Governance (with Distinction) in 2020.

Outside of housing, Michael is Chair of the Board of a Learning Partnership company of schools, Retained Voluntary Advisor to a Leaseholders’ (Right to Manage) Company, and National Level Coach with an Institute of Advanced Motorist Group.