National housing regulation Since 2017, there has been an increased spotlight on housing providers across the country to strengthen the customer voice and be accountable to customers for the services they run. The Social Housing (Regulation) Act 2023 puts customers at the heart of social housing and helps the Regulator of Social Housing (the Regulator) to carry out proactive consumer regulation and set powers around this. In 2024, the Regulator introduced a revised set of Consumer Standards that Southway and all other social housing landlords need to meet.
These are new measures that set out clear standards to assess how well landlords are doing at providing good quality homes and services. The standards include specific ways in which we will work. One of the Consumer Standards is the Transparency, Influence and Accountability Standard.
The outcome we must achieve to meet the new Standard relating to customer involvement is: Registered providers must take tenants’ views into account in their decision-making about how landlord services are delivered and communicate how tenants’ views have been considered.
Customer Voice Strategy | 5
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