The Transparency, Influence and Accountability Standard goes to the heart of the relationship between landlords and tenants: whether people can understand what their landlord is doing, influence decisions, access services fairly and hold their landlord to account.

But demonstrating C1 means much more than publishing performance data, running engagement groups or having a complaints policy in place.

Since we last ran this event in spring 2026, the regulatory landscape has moved on. By the time we meet in November:

• The first phase of STAIRs will be in force for private registered providers
• The new Competence and Conduct Standard will also have taken effect.

There is also now a much bigger body of inspection evidence showing what good looks like and where landlords continue to fall short.

The focus is clear: know your tenants, use data well, provide meaningful opportunities for influence and scrutiny, deliver fair and equitable outcomes, learn from complaints and give your governing body the assurance it needs.

Led by HQN’s lead consultant on the consumer standards, Damian Roche, this practical half-day workshop brings together our two previous transparency, influence and accountability sessions into one focused C1 sense-check.

Drawing on Damian’s experience of supporting landlords through self-assessment, mock inspections and improvement planning, we will explore the questions providers should be asking now, the common ‘bear traps’ and the evidence needed to show that arrangements are working in practice.

Ultimately, we’ll be asking one key question: if the Regulator looked at your transparency, influence and accountability arrangements tomorrow, could you demonstrate C1 performance?

What we will cover

• What C1 looks like now: the latest regulatory judgements, recurring inspection themes and what the Regulator is looking for in practice
• Knowing your tenants: household data, vulnerabilities, protected characteristics and using insight to tailor services and demonstrate equitable outcomes
• Information and transparency: accessible service information, performance information, service standards and the new STAIRs requirements for private registered providers
• Tenant influence and scrutiny: meaningful engagement, diverse participation, evidencing impact and closing the feedback loop
• Fairness, respect and culture: accessible and flexible services, staff behaviours and the links with the new Competence and Conduct Standard
• Complaints and learning: the Complaint Handling Code, timeliness, quality assurance, themes, learning and service improvement
• From data to assurance: TSMs, transactional feedback, governance, self-referral and inspection readiness.

Who should attend?

This event will be particularly useful for:

• Tenant engagement, resident involvement and scrutiny teams
• Complaints and customer resolution teams
• Housing management and customer service teams
• Equality, diversity, inclusion and vulnerability leads
• Performance, data, insight and assurance teams
• Governance, risk, policy and strategy teams
• Directors of housing, operations and customer services
• Senior leaders responsible for consumer regulation and inspection readiness.

If you/your team want to come to more than one of the available consumer regulation events, please get in touch with [email protected] to find out about available deals for purchases of multiple places.

• Consumer regulation: How to drive performance to a C1 – Neighbourhood and Community and Tenancy Standards – HQN
• Consumer regulation: How to drive performance to a C1 – Safety and Quality Standard – HQN.

Welcome and context: What C1 looks like now

• A refresher on the Transparency, Influence and Accountability Standard and what C1 performance looks like in practice
• What has changed since spring 2026 and where landlords need to focus now.

Regulation, governance and inspection readiness

• What the latest inspections and regulatory casework are telling us
• Recurring weaknesses, common ‘bear traps’, self-referral and the assurance governing bodies need.

Knowing your tenants: household data, vulnerabilities and equitable outcomes

• How complete and current is your household data, and are you using it rather than simply collecting it?
• Using insight to tailor services, address barriers and demonstrate fair and equitable outcomes.

Information and transparency: service standards, performance and STAIRs

• Providing accessible information that helps tenants use services, understand performance and hold landlords to account
• What the new STAIRs publication requirements mean for private registered providers and preparing for information requests from April 2027.

Break

Tenant influence and scrutiny: engagement that makes a difference

• Creating meaningful and inclusive opportunities for tenants to influence and scrutinise
• Evidencing what changed as a result of tenant involvement and closing the feedback loop.

Complaints, learning and accountability

• Testing complaint handling against regulatory and Housing Ombudsman expectations
• Turning themes, remedies and learning into service improvement, with clear oversight and assurance.

Fairness, respect, culture and conduct

• How values, behaviours and service adjustments show up in the day-to-day tenant experience
• The links with the new Competence and Conduct Standard and what good evidence looks like.

From data to assurance: TSMs, tenant insight and the C1 sense-check

• Bringing together TSMs, transactional feedback, complaints and household data to understand what is really happening
• A final C1 sense-check: where are you strong and where could the Regulator find gaps?

Discussion, Q&A and wrap-up

• Put your own Transparency, Influence and Accountability challenges to Damian
• Priority actions to take back and test within your own organisation.

Close

If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected] otherwise, a cancellation fee of £60 plus VAT will be chargeable. If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance. Cancellations must be made in writing and will be acknowledged by HQN Limited.