Consumer Standards

The Regulator of Social Housing has introduced a new set of consumer standards that aim to help improve the quality of social housing and services provided. These standards are designed to ensure that homes are safe, well-maintained, and that tenants receive fair and respectful treatment from their landlords.

Here’s what these new standards mean for you:

Safety and Quality Standard

Your home should be a safe place. This standard ensures that your housing meets safety and quality requirements.
Transparency, Influence, and Accountability Standard

You have the right to know how your landlord, Orwell, is performing. This standard ensures clarity about our actions and decisions.
Neighbourhood and Community Standard

A pleasant community is key to a happy life. This standard focuses on maintaining high-quality neighbourhoods for you to live in.
Tenancy Standard

Fair treatment is essential. This standard guarantees that you are treated with respect and that your voice is heard in tenancy-related matters.

Alongside these standards, there is also a Code of Practice. This guidebook assists landlords like us in understanding what is required to meet these standards and ensures that you receive the best service possible from us.

These changes took effect from April 2024, and we, Orwell Housing Association, are fully committed to meeting these new standards. We believe they will make a positive difference in your lives, and we are diligently working to ensure we meet them.

We review our compliance with these standards annually in collaboration with our customers. Currently, we are satisfied with our compliance in all areas; however, we have identified opportunities for improvement. To ensure we continuously make positive changes, we have an action plan that we review at least once a year. To hold ourselves accountable, we also present our compliance with these standards and our action plan to our Customer Insight Committee, who are members of our Board. https://www.orwell-housing.co.uk/about-us/our-board/

Please see the following links for further information

Consumer standards Code of Practice - (www.gov.uk)

Decision Statement: Consumer standards consultation: Reshaping consumer regulation 2024 - (www.gov.uk)

For further information or to get involved with reviewing our standards, please visit our Contact Us page. https://www.orwell-housing.co.uk/contact-us/