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: 4
Format Status Title Description Size Download
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
Total results: 4