Consumer Standards Self-Assessment

Green

—

Compliant

Amber

—

Partial / developing

Red

—

Gap / not in place

Rated

of 40 outcomes

Overall position

—

Rate outcomes to see

RSH Consumer Standards — in force April 2024

Important — please read before you begin This tool is designed as a practical aid for self-reflection and internal improvement planning. It provides an indicative snapshot of your organisation's position against the RSH Consumer Standards based on the information you enter — it is not a formal compliance assessment, audit or regulatory judgement. The checklist items are based on published RSH guidance and good practice, but the regulator's own assessment of any registered provider will take into account the full breadth of evidence, organisational context, scale and history in ways that this tool cannot replicate. A green rating in this tool does not guarantee a positive regulatory outcome, and a red rating does not mean regulatory action is inevitable. If you have concerns about your regulatory position, you should seek independent professional advice. This tool should be used alongside — not instead of — your own governance, risk and assurance processes.

Safety & Quality Standard

Not yet rated

Green

Amber

Red

0 of 12 outcomes rated

Transparency & Accountability Standard

Not yet rated

Green

Amber

Red

0 of 11 outcomes rated

Neighbourhood & Community Standard

Not yet rated

Green

Amber

Red

0 of 8 outcomes rated

Tenancy Standard

Not yet rated

Green

Amber

Red

0 of 9 outcomes rated

Flagged priorities

Outcome areas marked as priorities across all standards.

No priorities flagged yet. Tick the priority box on any outcome to add it here.

Safety & Quality Standard

Landlords must provide safe and good quality homes and landlord services. Covers building safety, property condition, repairs and asset management.

Building Safety

SQ01 Identifying and managing building safety risks

Gas, electrical, fire, water, asbestos, lift. Current certificates and action tracking.

▶ Evidence checklist (0/9)

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Gas safety certificates are in place for every applicable property — no overdue certificates

All EICRs (electrical inspections) are current — none are outside the required inspection cycle

Fire risk assessments exist for every communal area and have been reviewed in the last 12 months

A Legionella risk assessment is in place for all applicable properties and water checks are up to date

Asbestos management surveys are current and re-inspection surveys are completed on schedule

Lift examination certificates are current and no lift has an overdue periodic inspection

A live compliance tracker shows the status of every certificate type across the whole stock

Every remedial action arising from a safety check has a named owner and a tracked completion date

The board or executive receives a regular report showing compliance rates across all safety certificate types

0 / 9 confirmed

SQ02 Compliance with all relevant building safety legislation

Building Safety Act 2022, Fire Safety Act 2021, higher-risk buildings.

▶ Evidence checklist (0/8)

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Every Higher-Risk Building (18m+ or 7+ storeys) has been identified and registered with the Building Safety Regulator

A Principal Accountable Person and Accountable Person(s) are formally designated for each HRB

A Safety Case has been prepared (or is formally in progress with a documented timeline) for each HRB

A Building Assessment Certificate application has been submitted within the required timescale

A resident engagement strategy is in place and operating for each Higher-Risk Building

Fire Safety Act 2021 compliance has been formally assessed for every multi-occupied residential building

A fire door inspection programme is in place and inspections are taking place on schedule

Any buildings identified as containing RAAC have been structurally assessed

0 / 8 confirmed

SQ03 Processes for identifying, assessing and managing building safety risks

Risk register, accountable persons, incident management, competency.

▶ Evidence checklist (0/6)

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A building safety risk register exists and is reviewed by leadership at least every six months

A named officer has formal accountability for building safety outcomes in the organisation

There is a published route for residents to report a safety concern and a defined response timescale

Every safety incident is formally logged, investigated and learning is recorded

Building safety risks are on the corporate risk register and reviewed by the board or audit committee

All staff with safety-specific responsibilities have documented competency requirements

0 / 6 confirmed

SQ04 Keeping accurate records and making safety information available to residents

Golden thread, resident safety information, audit-ready records.

▶ Evidence checklist (0/5)

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Building safety records for every property are accurate, current and accessible — the golden thread principle is applied

Every resident has been given relevant safety information for their home (e.g. fire action notice, evacuation strategy)

Residents in every block know how to report a safety concern and who to contact

Safety records are held in a system that is audit-ready — an inspector could access them today

Records of all safety-related works are retained for the required period

0 / 5 confirmed

Property Condition

SQ05 All homes meet the Decent Homes Standard

Survey data, compliance rate, trajectory for non-compliant homes.

▶ Evidence checklist (0/6)

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A current Decent Homes compliance rate has been calculated from stock condition data (not estimated)

Every non-decent home has been individually identified and the reason for non-compliance is recorded

A programme to bring every non-decent home up to standard exists with named target dates

Progress against the Decent Homes trajectory is reported to the board at least every six months

Decent Homes compliance has been reported via TSM (RP01) and submitted to the RSH

Every tenant living in a non-decent home has been informed and given an expected resolution date

0 / 6 confirmed

SQ06 Understanding of stock condition — data is current and reliable

Survey coverage, age of data, quality, investment planning.

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Stock condition surveys have been completed across the majority of the portfolio

Survey data is no more than five years old — or a formal refresh programme is funded and underway

The stock condition methodology is consistent so results can be compared year on year

The stock condition database is updated every time a significant work is completed

A data quality audit has been completed in the last two years to identify and address gaps

The investment programme is driven by stock condition survey data — not historical assumption

0 / 6 confirmed

SQ07 Identifying and addressing damp and mould in a timely manner

Awaab's Law Phase 1 from Oct 2025 — D&M and emergency hazards.

▶ Evidence checklist (0/10)

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An Awaab's Law compliance framework has been implemented covering Phase 1 (damp and mould and emergencies)

Every significant damp and mould case is investigated within 10 working days of the report being received

A written summary is provided to the tenant within 3 working days of the investigation concluding

Safety works are commenced within 5 working days of the investigation where required

Every emergency HHSRS Category 1 hazard is investigated and made safe within 24 calendar hours of report

A case management system is in use that tracks every D&M case with live deadlines and RAG status

All relevant staff have been trained on Awaab's Law obligations and their individual responsibilities

Root cause is identified and addressed in every case — not just the visible symptoms treated

A proactive inspection programme exists to find unreported damp and mould across the stock

D&M performance data (case volumes, compliance rates, timescales) is reported regularly to leadership

0 / 10 confirmed

SQ08 Homes are free from serious (Category 1) HHSRS hazards

HHSRS assessment, hazard identification, remediation, self-assurance.

▶ Evidence checklist (0/6)

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A process exists so that Category 1 HHSRS hazards are identified whenever a repair or complaint is raised

All surveyors and relevant staff have received HHSRS hazard recognition training

Every Category 1 hazard is treated as urgent with a defined remediation timescale that is enforced

Remediation of every Category 1 hazard is tracked to verified completion

No home with a known unresolved Category 1 hazard has been re-let

HHSRS risk is formally checked as part of every void inspection before a property is re-let

0 / 6 confirmed

Repairs & Maintenance

SQ09 Repairs and maintenance service meets tenant needs

Repair satisfaction TSM, first-time fix, appointment keeping, completion times.

▶ Evidence checklist (0/7)

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Repair satisfaction (RP02 TSM) is collected and the result has been compared against the RSH sector median

First-time fix rate is measured and the current rate is above 80%

The appointment kept rate is measured and reported to management

Average completion time is measured for each priority category — emergency, urgent and routine

Complaints about repairs are analysed for trends and used to make specific service improvements

Feedback is collected from tenants at job completion (survey, call-back, app or similar)

Repairs performance data is reviewed at senior or board level with trend analysis at least quarterly

0 / 7 confirmed

SQ10 Clear, accessible process for tenants to report repairs

Multiple channels, out-of-hours, timescales communicated, updates provided.

▶ Evidence checklist (0/8)

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The repairs policy is published on the organisation's website and is up to date

Tenants can report a repair by at least two different methods (e.g. phone, online, app, in person)

An out-of-hours emergency repairs service is available 24 hours a day, 7 days a week

Every tenant is given a unique repair reference number at the point of reporting

The expected response and completion timescale is communicated to the tenant at the point of reporting

Appointment confirmation is sent to the tenant before the visit

Tenants are told what to do if their repair is overdue or not resolved satisfactorily

The reporting process can be accessed by tenants who have communication needs or disabilities

0 / 8 confirmed

SQ11 Planned and cyclical maintenance programme in place

Component replacement, cyclical works, servicing, long-term investment.

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A 30-year component replacement programme exists and is modelled from stock condition data

An annual planned works programme is produced each year from the long-term model

A cyclical maintenance schedule (servicing, gutters, painting, etc.) is documented and followed

The planned maintenance programme is fully funded within the current business plan

Affected tenants are given advance notice before planned works begin

Tenant satisfaction with completed schemes is captured and used to improve future works

0 / 6 confirmed

Adaptations

SQ12 Tenants can request aids and adaptations to their homes

DFG, minor adaptations, timescales, tenant satisfaction.

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The aids and adaptations policy is published on the website and is accessible to tenants

Minor adaptations can be requested and completed without requiring an OT referral

Housing staff understand the DFG referral pathway and can initiate a referral for a tenant

There is a named contact or team who handles all adaptations enquiries

Completion timescales for adaptations are defined, monitored and met

Adapted properties are identified in the stock data and matched to applicants who need them

0 / 6 confirmed

Transparency, Influence & Accountability Standard

Landlords must be transparent, treat tenants with fairness and respect, and take their views into account when making decisions.

Transparency

TIA01 Landlords are open about their policies, finances and performance

Policies published, annual report, financial statements, TSM results.

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The repairs, allocations, complaints and ASB policies are all published on the website and have been reviewed in the last two years

An Annual Report has been produced in the last 12 months and is available to tenants

Financial statements have been filed at Companies House or the Charity Commission on time

TSM results have been published on the website following submission to the RSH

The current regulatory judgement and grading is published and findable by a tenant on the website

How to make a complaint is prominently signposted on the website and in tenant communications

0 / 6 confirmed

TIA02 Tenants receive accurate and accessible information about services

Tenancy handbook, service standards, charges, accessibility.

▶ Evidence checklist (0/7)

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Every new tenant is given a tenancy handbook or welcome pack at sign-up

Published service standards state what tenants can expect and by when for key services

Rent statements are issued at least once a year and are clearly laid out

Service charges are itemised — tenants can see what they are paying for

Information is available in at least one alternative language relevant to the local community

Easy Read, large print or audio formats are available on request

The website has been tested against WCAG 2.1 AA accessibility standards

0 / 7 confirmed

TIA03 Tenants are informed about decisions that affect them

Consultation, advance notice, Section 20, feedback on outcomes.

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A formal consultation process is followed before any significant service change is made

Section 20 consultation is carried out correctly for qualifying major works and long-term contracts

Rent increase notices are issued with the correct statutory notice period — no exceptions

Changes to tenancy terms are communicated in writing with sufficient advance notice

Planned major works are communicated to affected tenants before they begin

The outcome of every consultation is fed back to the tenants who took part

0 / 6 confirmed

Tenant Influence

TIA04 Tenants can influence decisions about their homes and services

Scrutiny, engagement structures, board representation, co-regulation.

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A formal tenant engagement or scrutiny structure is in place and active (e.g. a resident panel or forum)

At least one tenant or resident representative sits on the board or equivalent governance body

Tenants have been involved in reviewing at least one key policy in the last 12 months

Service improvement priorities have been shaped by direct tenant input in the last year

The scrutiny panel or equivalent body has a written programme of review for the year

The organisation's approach to co-regulation is documented and referenced in board papers

0 / 6 confirmed

TIA05 Tenants are supported to engage effectively

Accessible formats, expenses, diverse voices, capacity building.

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Both digital and non-digital engagement options are available — online, in person, by post and by phone

Out-of-pocket expenses are reimbursed for tenants attending formal engagement activities

Training or support has been offered to at least some tenant representatives in the last year

Engagement activity is monitored for diversity — the same group of tenants is not the only voice heard

At least one engagement activity in the last year used a format specifically designed to reach harder-to-reach tenants

0 / 5 confirmed

TIA06 Tenant views are taken seriously and acted upon

"You said, we did", complaint learning, tenant feedback loop.

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"You said, we did" communications have been produced and shared with tenants in the last 12 months

At least one documented service change has been made directly as a result of tenant satisfaction survey feedback in the last year

Complaint trend analysis is reviewed by senior leadership at least quarterly

Tenants are told when their feedback has led to a specific change

Tenant engagement outcomes are reported to the board as a standing item at least annually

0 / 5 confirmed

Accountability

TIA07 Tenants are treated with fairness, dignity and respect

EDI policy, staff training, reasonable adjustments, complaints about conduct.

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An EDI policy is published, has been reviewed in the last two years and applies to service delivery

All frontline staff have completed EDI training in the last two years

Equality impact assessments are carried out for major policy or service changes

A documented process for reasonable adjustments exists and frontline staff understand how to apply it

Complaints about staff conduct are investigated and acted upon — outcomes are recorded

0 / 5 confirmed

TIA08 Landlord culture demonstrates tenant focus at board and leadership level

Board oversight of tenant experience, leadership accountability.

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The board receives a regular report on tenant experience — including complaints, satisfaction and engagement data

At least one board member has a named brief covering tenant experience or consumer standards

The organisation's published values explicitly reference tenants or residents

Lived experience of tenants is shared directly at board level at least once a year

Leadership are personally accountable for service quality outcomes — not just financial performance

0 / 5 confirmed

TIA09 Effective complaints handling in line with the Housing Ombudsman Complaint Handling Code

Two-stage process, timescales, Ombudsman determinations, independence.

▶ Evidence checklist (0/7)

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A two-stage complaints process is in place that meets the Housing Ombudsman Code timescales

Stage 1 responses are issued within 10 working days — no routine exceptions

Stage 2 responses are issued within 20 working days — no routine exceptions

A tenant can request Stage 2 without being required to justify or explain the escalation

The annual Complaint Handling Code self-assessment has been completed and published

Every Housing Ombudsman determination has been actioned within the agreed timescale

The complaint handler is always independent of the person who made the original decision

0 / 7 confirmed

TIA10 Learning from complaints is embedded and improves services

Root cause analysis, service changes from complaint learning, board oversight.

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Root cause analysis is carried out for any complaint type that recurs more than twice in a quarter

A complaint trend report is reviewed by senior leadership at least every quarter

At least one documented service change has been made as a direct result of complaint learning in the last year

The board receives a complaint performance report covering themes and learning — not just volume

Every maladministration finding from the Ombudsman has triggered a systemic review — not just individual remedy

0 / 5 confirmed

TIA11 Tenant Satisfaction Measures collected and published

All 22 TSMs, RSH submission, results published and used for improvement.

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All 22 TSMs have been collected in accordance with RSH statutory guidance

Perception measure surveys meet the RSH methodology requirements (sample size, question wording, independence)

Management information TSMs are derived directly from operational data systems

TSM data has been submitted to the RSH by the required annual deadline

TSM results are published on the organisation's website and are findable by a tenant

TSM results have been benchmarked against sector medians and used to set at least one improvement priority

0 / 6 confirmed

Neighbourhood & Community Standard

Landlords must work with tenants and other relevant partners to maintain the neighbourhood and support the community.

Neighbourhood Management

NC01 Homes are located in clean, safe and well-maintained neighbourhoods

Estate inspections, caretaking, grounds maintenance, tenant satisfaction.

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A formal estate inspection programme is in place and inspections are taking place on schedule

Caretaking and cleaning services are delivered to a documented schedule that is monitored

All managed outdoor areas are covered by a grounds maintenance contract or in-house service

Estate inspection results are recorded and every action is tracked to completion

Neighbourhood satisfaction (NM01 TSM) is collected and the result has been compared to the sector median

Tenants have a clear and accessible way to report estate issues such as fly-tipping or lighting faults

0 / 6 confirmed

NC02 Landlord works with others to maintain neighbourhoods

Local authority, police, community groups, partnership working.

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Named contacts exist with the local authority's environmental health and neighbourhood teams

The organisation has regular contact with the local Safer Neighbourhood Team or equivalent

An information sharing agreement or protocol is in place with key partner agencies

Staff attend multi-agency or Community Safety Partnership meetings at least quarterly

A clear escalation route exists for neighbourhood issues that need a partner agency response

0 / 5 confirmed

NC03 Communal areas are well maintained and safe

Fire safety, lighting, cleaning, condition inspections, defect response.

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Fire risk assessments for all communal areas have been reviewed in the last 12 months

Fire escape routes are inspected regularly and any obstruction is removed within a defined timescale

Communal area condition inspections take place on a documented schedule

Defects reported in communal areas are repaired within defined timescales and completion is verified

Communal lighting is tested on a regular schedule and reported faults are repaired promptly

0 / 5 confirmed

Anti-Social Behaviour

NC04 Effective, proportionate response to anti-social behaviour reports

ASB policy, case management, timescales, use of powers.

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The ASB policy is published on the website and has been reviewed in the last two years

Every ASB case is opened in a case management system with a unique reference and tracked to closure

An initial response is made to every ASB report within the timescale set in the policy — no routine exceptions

A risk assessment is completed for every ASB case at the point of report

The organisation has used at least one formal enforcement tool (warning, ABC, injunction or possession) in the last year

Every reporting tenant is kept updated on their case at intervals set in the policy

ASB performance data is reported to management at least quarterly

0 / 7 confirmed

NC05 Tenants feel safe and supported when experiencing ASB

Victim support, case updates, referral pathways, satisfaction.

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Every victim of ASB has a named case officer or point of contact from the point of report

Case updates are provided to victims at defined intervals and the frequency is consistently met

Referral pathways to external support agencies are documented and staff know how to use them

Tenant satisfaction with ASB case handling is captured — separately from general satisfaction where possible

A vulnerability assessment is completed for every victim where there are signs of additional need

Alternative accommodation has been offered in at least one case in the last year where a tenant's safety was at risk

0 / 6 confirmed

NC06 Partnership working with police and other agencies on ASB

Information sharing, community trigger, joint working, enforcement.

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A signed information sharing protocol is in place with the local police

Staff attend Community Safety Partnership meetings and feed housing intelligence into the partnership

The Community Trigger process is published in tenant communications and staff understand how to handle a request

Joint case working arrangements are in place for serious or high-risk ASB cases

Staff understand the Civil Injunction process and the organisation has the capability to apply for one

0 / 5 confirmed

Domestic Abuse & Hate Crime

NC07 Policies and processes to support tenants experiencing domestic abuse

DA policy, staff training, MARAC, Sanctuary Scheme, perpetrator management.

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A Domestic Abuse policy exists covering both victim support and perpetrator tenancy management

All frontline housing staff have completed domestic abuse awareness training in the last two years

Referral pathways to IDVA services, refuges and local authority DA teams are documented and used

The MARAC referral process is understood by staff and at least one referral has been made in the last year

A Sanctuary Scheme or equivalent property security improvement programme is available to DA victims

The organisation can dissolve a joint tenancy to allow a DA victim to remain in the home

Tenancy enforcement action is taken against perpetrators who are tenants where the evidence supports it

0 / 7 confirmed

NC08 Understanding and responding to hate crime

Recording, staff training, police referral, tenancy enforcement.

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Hate crimes and hate incidents are recorded separately in the case management system — not merged with general ASB

All frontline staff have received hate crime awareness training and understand their reporting obligations

Every criminal hate crime is referred to the police — this is a defined part of the case management process

Victims of hate crime receive the same support as victims of other serious ASB

Tenancy enforcement action is initiated against perpetrators who are tenants where evidence allows

0 / 5 confirmed

Tenancy Standard

Landlords must let their homes in a fair, transparent and efficient way. Covers allocations, tenancy management and eviction.

Allocations

TN01 Homes are allocated fairly, efficiently and transparently

Allocations policy, nominations compliance, CBL, waiting list.

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The allocations policy is published on the website and has been reviewed in the last three years

A nominations agreement is in place with every relevant local authority and compliance is monitored

A Choice-Based Lettings or equivalent scheme operates to published and transparent criteria

The waiting list is reviewed at least annually and applicant eligibility is actively managed

Void turnaround time is measured and reported to management at least quarterly

Lettings outcome data has been analysed in the last year to check fairness across protected characteristics

0 / 6 confirmed

TN02 Lettings process is accessible and non-discriminatory

Equality impact, accessible information, reasonable adjustments.

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An equality impact assessment has been carried out on the allocations policy in the last three years

Lettings information is available in at least one accessible format beyond standard print

Reasonable adjustments are made for applicants with a disability — there is a documented process

Outcome data has been reviewed in the last year to identify any disproportionate impact on any group

No criterion in the allocations policy creates a blanket exclusion that would be unlawful under the Equality Act 2010

0 / 5 confirmed

TN03 Under-occupation and mutual exchange processes are fair and well communicated

Mutual exchange, succession, downsizing incentives.

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The mutual exchange policy is published and the process is clearly explained to tenants

The organisation is registered with HomeSwapper or an equivalent national mobility platform

Every mutual exchange application is responded to within the statutory 42-day period — no exceptions

A downsizing incentive scheme is in place (financial payment, removal support or priority transfer)

The succession policy is published and clearly explains who qualifies and the steps to follow

0 / 5 confirmed

Tenancy Management

TN04 Tenancy agreements are clear, fair and legally compliant

Legal compliance, plain English, accessible formats, variation process.

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Tenancy agreements have been reviewed for legal compliance in the last three years

Agreements have been checked following any relevant legislative change since the last review

The tenancy agreement is written in plain English and avoids unnecessary legal jargon

A simplified or Easy Read version is available for tenants with a learning disability

Every new tenant is walked through the agreement at sign-up with time to ask questions

Any proposed change to tenancy terms follows a formal legal variation process with correct notice

0 / 6 confirmed

TN05 Tenants understand their rights and responsibilities

Welcome visit, handbook, rent statements, early arrears contact.

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Every new tenant receives a welcome visit or induction within the first four weeks of their tenancy

A tenancy handbook is provided at sign-up covering rights, responsibilities and how to access services

Rent statements are issued at least annually and the format is clear

The organisation makes contact with a tenant at the first missed payment — not after arrears have built up

Information on how to report a repair, report ASB and make a complaint is readily accessible at all times

0 / 5 confirmed

TN06 Effective, proportionate approach to managing tenancy breaches

Arrears management, early intervention, pre-eviction protocol.

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An income management policy is published setting out arrears stages and escalation triggers

First contact with a tenant in arrears is made within a defined timescale — before arrears reach a set threshold

Income staff are trained to have early supportive conversations about arrears before they escalate

A welfare benefits advice referral pathway is in place and used for tenants with arrears

The Pre-Action Protocol for social housing possession is completed and documented before every court claim

Current arrears performance (level, trend and collection rate) is reported to management at least quarterly

0 / 6 confirmed

TN07 Eviction is only used as a last resort

Pre-action protocol, suspended orders, independent advice, equity monitoring.

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The Pre-Action Protocol is completed in full and documented before every possession claim is issued

A vulnerability assessment is carried out for every tenant before possession proceedings begin

Suspended possession orders are sought wherever the circumstances allow — outright possession is the exception

Every tenant has been sign-posted to independent housing advice at the point proceedings are issued

Court files show all pre-action steps were taken — the evidence would withstand regulatory scrutiny

Eviction data is reviewed at least annually for equity — including the demographic breakdown of tenants evicted

0 / 6 confirmed

Specialist & Supported Housing

TN08 Supported and specialist housing meets residents' needs

Regulatory oversight, support quality, safeguarding, CQC.

▶ Evidence checklist (0/6)

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Tick each item you can confirm is fully in place

Supported housing is managed in line with the Supported Housing (Regulatory Oversight) Act 2023

Support services are contracted to a defined quality standard with regular performance review

CQC registration obligations are understood for any property where regulated activities are provided

Resident needs in supported housing schemes are formally reviewed at least annually

The boundary between housing management and care or support provider responsibility is clearly defined in writing

Housing staff in supported settings understand the safeguarding referral process and use it

0 / 6 confirmed

TN09 Rent levels and service charges are transparent and compliant

Rent Standard, service charge consultation, affordability.

▶ Evidence checklist (0/6)

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Override anytime — or use the checklist suggestion below.

Tick each item you can confirm is fully in place

Rent Standard compliance is formally confirmed by a named officer every year before rents are set

Every rent increase notice is issued with the correct statutory notice period — no exceptions

Service charges are itemised and evidence of reasonableness is held for each item

Section 20 consultation has been carried out for every qualifying long-term service charge change

Service charge accounts are issued to leaseholders within six months of the year end

Rent affordability is monitored — rent-to-income ratio is tracked for new lets at a minimum

0 / 6 confirmed