Transparency, Influence and Accountability Standard
This standard requires us to be open with our tenants and treat them with fairness and respect so that tenants can access our services, raise complaints, when necessary, influence decision making and hold us to account.
It covers:Â
- Fairness and respectÂ
- Diverse needsÂ
- Engagement with tenantsÂ
- Information about our servicesÂ
- Performance informationÂ
- ComplaintsÂ
- How we self-refer to the RegulatorÂ
The following information sets out how we meet the requirements of this standard:Â
Customer CharterÂ
Our Customer Charter outlines the standards of service all customers can expect to receive from us.
Customer Charter
Our Customer Charter is currently being reviewed.
Tenant Satisfaction Measures (TSMs)Â
From April 2023 all registered providers are required to collect information from customers in the form of customer surveys. These aim to improve standards for people living in social housing and are centred around five key themes:Â
- keeping properties in good repair
- maintaining building safety
- how well landlords are communicating and engaging with customers
- effective handling of complaints
- responsible neighbourhood management
Complaints Â
We follow the Housing Ombudsman’s Complaint Handling Code which aims to ensure landlords resolve complaints promptly and use the data and learning from complaints to make improvements to their complaints service. We submit a self-assessment to the Housing Ombudsman each year to demonstrate how we have complied with the Code. Â
For more information on the Transparency, Influence and Accountability Standard, you can visit the Government websiteÂ
Updated: 02 July 2025