PlaceShapers response to Consumer Standards Consultation - Residents valued being actively involved in shaping our response, reflecting a confidence that their views were being taken seriously.
PlaceShapers response to the Regulator of Social Housing’s consultation sets out that new standards give continuity with the previous but strengthen, enhance and clarify them where necessary.
PlaceShapers response draws on insight from members and includes feedback from three regional events PlaceShapers facilitated with the Regulator to discuss the standards directly with residents.
Matthew Walker, Chair of PlaceShapers, said: “Residents valued being actively involved in shaping our response to the consultation on the standards, reflecting a confidence that their views were being taken seriously.
“There has been a consistent message from residents and members – we should not need a regulatory standard to tell us to treat our customers with fairness and respect. Getting the basics right is a fundamental duty of any landlord. But the new standards give clarity and a solid framework which residents say will improve accountability overall.”
The key points of PlaceShapers’ consultation response are:
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We are supportive of the overall approach, standards and outcomes set out in the new proposed consumer standards. We welcome the continuity with the previous standards but agree that the standards have been strengthened, enhanced and clarified where necessary.
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We think the standards set out important measures that will help improve accountability to residents. This was also reflected in the feedback we heard from residents, who were very supportive of the standards and there being clear and ambitious expectations on their landlords. Residents we spoke to said the standards broadly set out what they expect their landlord to be delivering.
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We welcome the focus on outcomes and the continuing commitment to co-regulation.
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We agree that the standards should not be too prescriptive and it is important that the outcomes can be met in different ways depending on the context and priorities of each organisation. We think the Code of Practice is helpful in this respect.
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A number of the specific expectations set out in the standards rely on partnership working with other agencies and the social housing landlord may not be completely in control of the outcomes delivered. We think it is important the Regulator is explicit about how they will approach the assessment of these standards in practice and set out a broader range of examples of how expectations can be met where relevant.
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While not part of this consultation, we believe the way the standards are regulated will be critical and it is important that local context is central to the process. We’d welcome the opportunity to engage with the Regulator as the inspection process is developed.
Read the full PlaceShapers response here.
