Consumer standards

The UK government introduced new consumer standards for all social housing providers in April 2024. The aim of these standards is to make sure that customers have a safe home to live in, their feedback is listened to and acted on and that they are treated with fairness and respect.

These standards match our commitment to put customers at the heart of Housing Plus Group. They cover:

• Safety and quality of homes – such as how well we know customers’ homes, how we handle damp and mould and how we keep customers safe.
• Neighbourhoods and communities – looks at how well we work in partnership with others to keep neighbourhoods safe and well maintained, including how we manage Anti Social Behaviour and the support we, and partners, offer where customers experiencing domestic abuse.
• Tenancy – considers how we let our homes, manage mutual exchanges and how tenancies are managed.
• Transparency, influence and accountability – such as how customers can get involved and have their voices heard to influence Wrekin and Homes Plus services and decisions. It also considers how effectively services are tailored to our customers’ diverse needs, how performance information is shared with customers to allow scrutiny of services and how services are communicated. Complaints handling is also part of this standard, as well as the Tenant Satisfaction Measures (TSMs).

Find out more about the Consumer Standards here.

We’re also keeping customers updated on our progress. See how we are performing in our latest TSMs results.