Consumer Standards

The government introduced new consumer standards for social housing providers, effective from April 2024. The aim of these standards is to make sure homes are safe, secure and are well maintained and that customers receive good customer service.

You can find out more about these standards and what they mean for you below.

• Safety and Quality: We’re committed to ensuring that you are safe in your home. We do this by ensuring we know the condition of our homes. We are working hard to improve the efficiency of our repairs service so we can ensure repairs, maintenance and planned improvements are delivered successfully and in a timely manner.
• Transparency, Influence & Accountability: We strive for open and honest communication with our customers. Some of the ways we do this include ensuring our customers can access services with ease, providing opportunities for customers to influence decisions and making sure customers can raise complaints when they need to. 
• Neighbourhood & Community: We collaborate with local people and organisations to provide support and services with the aim of building stronger communities. 
• Tenancy: We have effective policies and processes in place to ensure homes are managed fairly. We offer advice and support to help manage your tenancy here.

We are also required to report on how we are performing against the Tenant Satisfaction Measures (TSM’s) which have been developed by the Regulator of Social Housing to assess how well social housing landlords are doing at providing good quality homes and services to tenants – you can find our most recent survey results here.

You can also find out more about the Consumer Standards on the government website.

Greatwell Homes’ Consumer Champion responsible for ensuring our compliance with these standards is: Chris Holloway – Executive Director