New consumer standards for social housing

The Housing Ombudsman is a free service that helps resolve disputes between tenants and landlords.

Our approach to handling complaints is compliant with the Housing Ombudsman’s Complaint Handling Code.

GOV.UKprovides information for social housing tenants, including how to complain.

You have the right to be treated with respect

We're committed to treating all our customers with respect, and we have a range of mechanisms in place that support us to do so.

Together with Tenants focus on strengthening the relationship between residents, get involved with our resident involvement groups and make a difference

We have to demonstrate that we meet the strict requirements contained within the Regulator of Social Housing’s Consumer Standards.

Before we attend your home to carry out a repair or check the condition of the property, you willl receive notice from us.

You have the right to have your voice heard by your landlord

We want to give you more opportunities to share your views to help us improve our services. More information on how you can be involved is available on out Get Involved webpages.

Additional resources

• Housing Rights is a charity that offers advice on social housing rights.
• Sheltercanhelp you understand your tenancy rights. They can also help you withSocial housing tenant rights to repair.
• GOV.UK explains the Regulator of Social Housing's role and what happens when they receive a complaint or a referral.
• GOV.UK clarifies the support you can expect if you're a tenant experiencing antisocial behaviour