Consumer Standards
Consumer Standards
The Regulator of Social Housing sets regulatory standards which define the expectations and required outcomes that landlords must deliver. These standards apply to social housing providers such as Settle.
As a landlord, we have always worked to standards for Governance and Viability. We have most recently retained a G1 V2 compliant rating from the Regulator of Social Housing.
You can find more details on these and how we are regulated on the How we regulate webpages by the Regulator of Social Housing.
Colleagues across Settle work to make sure that we’re delivering a great resident experience, and that we’re listening and acting on feedback to make improvements. A big part of how we do this is through delivering the outcomes and expectations of the Consumer Standards.
From April 2024, new Consumer Standards came into effect, which include:
This covers Settle’s priority to provide safe and well-maintained homes for residents. This includes:
- Having a good understanding of the condition of your home
- Making sure your home is safe
- How we deliver repairs and planned improvements, and
- Helping you access the right adaptations for your home.
This covers our crucial responsibility to provide a safe and well-maintained neighbourhood. This includes:
- The safety of shared spaces
- Working with local partners, such as the police and the local council
- Our work to address anti-social behaviour and hate crime, and
- The support we provide around domestic abuse.
This covers the fair allocation and letting of homes, including:
- Allocations and lettings
- The type of tenancy you have
- Tenancy sustainment (how we support you to maintain your tenancy), and
- Mutual exchange by residents of Settle homes with other social housing homes.
This is an overarching standard, covering how we understand and meet the diverse needs of residents. This includes:
- Treating residents with fairness and respect
- How we engage with residents
- How we share information about the services we deliver and performance information, as well as how we address any complaints fairly and promptly
- Tenant Satisfaction Measures (resident feedback surveys).
In this video, our colleague Amanda talks through the Consumer Standards. You can also find out more about our Executive Team colleagues and Board members who oversee our compliance with these standards on the Settle team responsibilities page.