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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.
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
- Neighbourhood and community.
The standards on this page are the most up-to-date documents as issued by the Homes and Communities Agency.
|Current||Network briefing: Local authorities and the consumer standards||File size: 948KB||Published Date: 18/12/2019||Download|
|Current||Revitalising the National Community Housing Standards||File size: 803KB||Published Date: 08/01/2019||Download|
|Current||Briefing: The Financial Reporting Council says no to tick-box governance||File size: 649KB||Published Date: 02/08/2018||Download|
|Current||HQN Blog - Time for consumer regulation to be re-booted||File size: 303KB||Published Date: 30/06/2017||Download|
|Current||Network briefing - Complying with the HCAs Consumer Standards||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||Download|
|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|
|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|
|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|
|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|
|Current||Homes and Communities Agency (HCA) – Consultation on Changes to the Regulatory Framework||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||Download|
|Current||Briefing: Complying with the HCA’s Consumer Standard||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||Download|
|ppt||Current||Presentation: Complying with the HCA’s Consumer Standard||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||Download|
|Current||Audit Committees: a key role in governance||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||Download|