Consumer Standards and Awaab’s Law Consumer Standards and our ‘getting to know you’ campaign The Consumer Standards set out the expectations of social housing providers for their delivery of services to residents, and the measures they have in place to meet these expectations. There are four main areas: 1. The Safety and Quality Standard 2. The Transparency, Influence and Accountability Standard 3. The Neighbourhood and Community Standard 4. The Tenancy Standard The Transparency, Influence and Accountability Standard focuses on the • Understanding diverse needs, barriers, support needs • Assessing if services deliver fair and equitable outcomes • Ensuring communication and information is clear, relevant, timely and appropriate • Services are accessible including providing support We wanted to better understand the diverse needs and individual support requirements of our residents. At the beginning of 2025, we launched our ‘getting to know you’ survey. We gave every resident the chance to provide up-to-date contact details, communication preferences, any vulnerabilities or specific needs they may have. diverse needs of residents and includes: • Using relevant information and data The surveys were conducted online and by telephone to make it as easy as possible to get involved. The survey was completely confidential and taking part was optional, but we’re pleased to report that over two thirds of our residents responded. We are now using this information to deliver our services to residents. You can change your contact preference with us at any time if your individual needs, circumstances or preferences change, by contacting our Customer Services Team.
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