Consumer Standards

The Regulator of Social Housing and the Consumer Standards. 

The Consumer Standards, introduced in 2024 by the Regulator of Social Housing are not just a legal requirement, they are at the heart of what we do. They are about doing right by our residents, being transparent and delivering safe, decent homes where people can thrive. 

As an ALMO (Arms Length Management Organisation), we manage homes on behalf of Cornwall Council and these national standards that every housing provider must deliver, exist to protect you, our residents. 

What are the consumer standards 

There are four consumer standards, in brief they cover: 

Safety and quality standard – to provide safe and good quality homes and landlord services to residents. 

Transparency, Influence and Accountability – to treat residents with fairness and respect so they can access services, raise complaints, when necessary, influence decision making and hold their landlord to account, and to be informed about landlord services. 

Neighbourhood and Community Standards - to engage with relevant parties so that residents can live in safe and well-maintained neighbourhoods and feel safe in their homes. 

Tenancy Standard – the outcomes that social landlords must deliver about the fair allocation and letting of homes and how tenancies are managed and ended by landlords. 

The regulator will inspect us to ensure we are meeting these standards, once this happens, we’ll share the results of the inspection on our website. 

Tenant Satisfaction Measures (TSMs) 

At the same time of introducing the Consumer Standards, the Regulator of Social Housing introduced the Tenant Satisfaction Measures (TSMs). The TSMs are an important part of how the Regulator checks that we are providing good quality homes and services. 

For us, they are about much more than just regulation. They’re about listening to our residents, learning from feedback and making our services better. 

You can view our TSM results here.