Consumer standards

The consumer standards apply to all registered providers. Consumer standards are set so that tenants, landlords and stakeholders know the outcomes that are expected. This is crucial if tenants are to be able to hold landlords to account effectively. These standards therefore support co-regulation. Where necessary, they reflect directions issued to the regulator by the government.

Consumer standards

The Localism Act 2011 specifies the regulator’s role in, and its approach to, regulating the consumer standards. Providers’ boards and councillors are responsible for ensuring their organisation meets the consumer standards. The HCA's role is limited to setting the consumer standards and intervening only where failure of the standard could lead to risk of serious harm to tenants (the serious detriment test) as described in chapter five of The Regulatory Framework for Social Housing in England from April 2012.

The four consumer standards are:

  • Tenant involvement and empowerment
  • Home
  • Tenancy
  • Neighbourhood and community.

The standards on this page are the most up-to-date documents as issued by the Homes and Communities Agency.

Media browser

Total results: 13
Format Status Title Description Size Download
pdf Current File size: 948KB Published Date: 18/12/2019
pdf Current Revitalising the National Community Housing Standards File size: 803KB Published Date: 08/01/2019 Download
pdf Current File size: 649KB Published Date: 02/08/2018
pdf Current HQN Blog - Time for consumer regulation to be re-booted File size: 303KB Published Date: 30/06/2017 Download
pdf Current We asked about how you are checking and reporting on compliance with the HCA’s consumer standards. File size: 450KB Published Date: 21/04/2016
pdf Current Tenant Involvement and Empowerment Standard This is the current Tenant Involvement and Empowerment Standard issued by the Homes and Communities Agency. File size: 90KB Published Date: 01/04/2015 Download
pdf Current Home Standard This is the current Home Standard issued by the Homes and Communities Agency. File size: 89KB Published Date: 01/04/2015 Download
pdf Current Tenancy Standard This is the current Tenancy Standard issued by the Homes and Communities Agency. File size: 94KB Published Date: 01/04/2015 Download
pdf Current Neighbourhood and Community Standard This is the current Neighbourhood and Community Standard issued by the Homes and Communities Agency. File size: 86KB Published Date: 01/04/2015 Download
pdf Current See the Housing Quality Network’s response to the Homes and Communities Agency’s regulatory framework consultation on behalf of members. File size: 437KB Published Date: 21/08/2014
pdf Current The findings from the Housing Quality Network’s survey into regulatory compliance are now available. This briefing from Roger Jarman reports on the extent to which the sector is geared up to meet the HCA’s consumer standards, given the recent spate of downgrades and in the aftermath of the Cosmopolitan report. File size: 463KB Published Date: 03/07/2014
ppt Current This Powerpoint presentation complements the briefing from Roger Jarman, which reports on the extent to which the sector is geared up to meet the HCA’s consumer standards, given the recent spate of downgrades and in the aftermath of the Cosmopolitan report. File size: 378KB Published Date: 03/07/2014
pdf Current As the Financial Reporting Council produces new guidance for financial auditors of housing providers’ businesses, this wider briefing explores the role of the Audit Committee in the current environment and looks at how effective they are, given the extent of the risks and challenges faced by housing providers. File size: 205KB Published Date: 06/02/2014
Total results: 13