Along with repairs and maintenance and dealing with antisocial behaviour, the management of your estates is invariably one of the key drivers for resident satisfaction with the overall landlord service. Communal repairs, communal decorations and dealing with flytipping, among other factors, drive satisfaction upwards or downwards depnding on how you deal with these matters. But how do you know whether your services come up to scratch? How confident are you that the management and maintenance of your estates and the quality of the services you deliver stand comparison with the best in sector? Are your tenants satisfied with the services you provide? And, critically, are you confident that you comply with the Regulator of Social Housing’s consumer standards?

There are relevant required outcomes and specific expectations contained within three of the four consumer standards, with a particular focus on communal area safety, maintenance, engagement with tenants, management of relevant third parties and the safety of tenants in shared spaces (which are not owned by the landlord).

This toolkit is designed to assist you in answering these questions.