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: 

• Fairness and respect 
• Diverse needs 
• Engagement with tenants 
• Information about our services 
• Performance information 
• Complaints 
• How we self-refer to the Regulator 

The following information sets out how we meet the requirements of this standard: 

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Customer Charter 

Our Customer Charter outlines the standards of service all customers can expect to receive from us.

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Tenant Satisfaction Measures (TSMs) 

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: 

• keeping properties in good repair
• maintaining building safety
• how well landlords are communicating and engaging with customers
• effective handling of complaints
• responsible neighbourhood management

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Complaints  

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.  

For more information on the Transparency, Influence and Accountability Standard, you can visit the Government website 

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