The Consumer Standards, set by the Regulator of Social Housing, guide our commitment to delivering high-quality services.

We don't just aim to meet these standards – we want to exceed them through continuous innovation and improvement.

Meeting the new Consumer Standards

The Consumer Standards, set by the Regulator of Social Housing, guide our commitment to delivering high-quality services.

We don't just aim to meet these standards – we want to exceed them through continuous innovation and improvement.

Following our 2024 inspection, we achieved C2 compliant grading. We’re now working towards a C1 grading, which represents the highest level of compliance. For you, this means better services, faster responses, and genuine improvements to your everyday experience as a tenant.

We’ve got some exciting changes planned over the coming years, all designed to make a real difference in your home and community.

The Regulator of Social Housing has set out four Consumer Standards that all registered social housing providers must meet. These are: Safety and Quality, Transparency, Influence, and Accountability, Neighbourhood and Community, and Tenancy. Swipe through the table below to see how we plan to meet each standard:

Strategic objective	Safety and Quality	Transparency, Influence and Accountability	Tenancy
1) To provide safe, secure, and well-maintained homes Compliance with Awaab’s Law – with robust damp and mould safeguards in place to keep you safe and give you peace of mind.	P	P	P
Investing more than £58 million a year on improvements such as new windows, kitchens and bathrooms.	P	P
Transforming our repairs service to make it more efficient and giving you clearer updates on what’s happening and when.	P	P

Strategic objective	Transparency, Influence and Accountability	Neighbourhood and Community	Tenancy
2) Supporting tenants and communities Getting to know our communities better so we can tailor services to meet your individual needs.	P	P
Making it easier for you to reach us if you need to.	P		P
Delivering great services in our neighbourhoods.	P	P	P

Strategic objective	Safety and Quality	Transparency, Influence and Accountability	Neighbourhood and Community	Tenancy
3) To continue to be well-run, responsible and financially secure Meeting our savings targets so we can spend more on improving your homes.	P	P
Investing £61 million to make homes warmer and cheaper to heat by bringing them all up to an EPC rating of C, or better, by 2032.	P	P

Strategic objective	Safety and Quality	Transparency, Influence and Accountability	Neighbourhood and Community	Tenancy
4) To promote an inclusive, diverse culture where everyone is accountable and respected Our new Equality Diversity and Inclusion Strategy will help us create a fair, respectful and supportive environment whether you’re a tenant or team member.	P	P	P	P
You’ll start seeing our Be One Homes vehicles and workwear in your neighbourhood, making us more visible and recognisable when we’re in your area.	P	P	P	P

Tap here to read ‘Our Journey Ahead’ (Business Plan) for 2025-2030. It highlights what we’re doing to provide great homes and opportunities that could help you build a better life.

Cover image of Our Plan 2025-2030 feature a rocket taking off