Skip to main content

Consumer standards

We want every tenant to have a safe, well maintained home and to receive services that are fair, respectful and easy to use. The Regulator of Social Housing sets standards that describe what social landlords must deliver. This page explains those standards, what they mean for you and the improvements we are working on. 

Safety and quality standard 

This standard requires social landlords to provide safe, good quality homes and effective landlord services, including repairs and maintenance. 

What does this mean for you? 

You should be able to live in a safe home, know how to report repairs and receive information about work affecting your home. 

What are we doing?

  • Improving the information we hold about the condition of our homes
  • Reviewing repairs, maintenance and planned improvement services
  • Monitoring building safety and outstanding remedial work
  • Reviewing how we respond to requests for adaptations


Find out more

Visit GOV.UK for more information on the Safety and Quality Standard.

Transparency, influence and accountability standard 

This standard is about being open, treating tenants fairly and respectfully, listening to their views and explaining how services perform. It also covers complaints and Tenant Satisfaction Measures. 

What does this mean for you? 

You should be able to find information about our services, raise concerns or complaints, tell us what you think and understand how your feedback informs improvements. 

What are we doing? 

  • Reviewing the accessibility of housing information and policies
  • Using tenant feedback and Tenant Satisfaction Measures to identify improvements
  • Reviewing complaints information and how learning is shared
  • Making it easier to understand our performance and service standards


Find out more

Visit GOV.UK for more information on the Transparency, Influence and Accountability Standard.

Tenancy standard 

This standard sets expectations for fair allocation and letting of homes, tenancy terms and the management of tenancies. 

What does this mean for you? 

You should have clear information about your tenancy, the support available to help you keep your home and the options that may be available if your housing needs change. 

What are we doing? 

  • Reviewing allocations and lettings arrangements
  • Reviewing how we support tenants to sustain their tenancies
  • Checking that information about tenancy terms and mutual exchanges is clear


Find out more

Visit GOV.UK for more information on the Tenancy Standard.

Neighbourhood and community standard 

This standard focuses on safe, well maintained neighbourhoods, working with local partners and responding to antisocial behaviour and domestic abuse. 

What does this mean for you? 

You should know how to report neighbourhood concerns and how we work with residents and other organisations to improve local areas. 

What are we doing? 

  • Reviewing estate inspections and neighbourhood services
  • Strengthening how neighbourhood actions and outcomes are recorded
  • Reviewing arrangements for antisocial behaviour, domestic abuse and partnership working


Find out more

Visit GOV.UK for more information on the Neighbourhood and Community Standard.

Competence and conduct standard 

This standard came into effect on 1 October 2026. It sets expectations for the skills, knowledge, experience and professional behaviour of people delivering social housing services, including relevant service providers. 

What does this mean for you? 

You should receive knowledgeable, professional and respectful services. You should also have opportunities to influence and scrutinise relevant policies and codes of conduct. 

What are we doing? 

  • Reviewing staff skills, training and qualification needs
  • Supporting relevant colleagues with qualification requirements
  • Reviewing learning and development, staff performance and codes of conduct
  • Considering how tenants can help shape and scrutinise our approach


Find out more

Visit GOV.UK for more information on the Competence and Conduct Standard.

Access to housing information (STAIRs) 

Social Tenant Access to Information Requirements (STAIRs) aim to make information about social housing easier to access. The STAIRs requirements within the revised Transparency, Influence and Accountability Standard apply to private registered providers. As a local authority, Cheltenham Borough Council already has duties under the Freedom of Information Act 2000. 

What does this mean for you? 

We want information about our homes, housing policies, services and performance to be clear, up to date and easy to find. You can also request recorded information through our Freedom of Information process, subject to the rules and exemptions that apply. 

What are we doing? 

  • Reviewing information published on our housing webpages
  • Making policies, service standards and performance information easier to locate
  • Reviewing how information is kept accurate and up to date


Find out more

Visit GOV.UK to read the STAIRs policy statement.

Find out how to make an information request from us.  

Rent standard 

The rent standard is an economic regulatory standard that also applies to local authority social landlords. It sets requirements for how relevant social housing rents are set and increased. It is included here because it forms part of our wider housing compliance programme, although it is not one of the five consumer standards. 

What does this mean for you? 

Your rent should be set in line with the relevant rules, and you should receive clear information about your rent and any changes. 

What are we doing? 

  • Reviewing rent setting arrangements, checks and supporting information against the relevent requirements


Find out more

Visit GOV.UK for more information about the Rent Standard 2026.

Your voice matters 

We want tenants to help shape our services. Your feedback, complaints and participation help us understand what is working and what needs to improve.

Related Pages

© Cheltenham Borough Council 2026