RSH CONSUMER STANDARDS – TRANSPARENCY, INFLUENCE AND ACCOUNTABILITY

Information about landlord services

2.3.1.  Registered providers must provide tenants with accessible information about the:

a)  available landlord services, how to access those services, and the standards of service tenants can expect

b)  standards of safety and quality tenants can expect homes and communal areas to meet

c)  rents and service charges that are payable by tenants

d)  responsibilities of the registered provider and the tenant for maintaining homes, communal areas, shared spaces^{[footnote 3]} and neighbourhoods.

2.3.2   Registered providers must provide tenants with accessible information about tenants’ rights in respect of registered providers’ legal obligations and relevant regulatory requirements that registered providers must meet in connection with the homes, facilities or landlord services they provide to tenants. This must include information about:

a)  the requirement to provide a home that meets the government’s Decent Homes Standard;

b)  the registered provider’s obligation to comply with health and safety legislation;

c)  the rights conferred on tenants by their tenancy agreements including rights implied by statute and/or common law, in particular—

i)   the right to a home that is fit for human habitation; and

ii)  the right to receive notice of a proposed visit to carry out repairs or maintenance or to view the condition and state of repair of the premises; and

d)  the rights of disabled tenants to reasonable adjustments.

2.3.3   Registered providers must communicate with affected tenants on progress, next steps and outcomes when delivering landlord services.

2.3.4   Registered providers’ housing and neighbourhood policies must be fair, reasonable, accessible and transparent. Where relevant, policies should set out decision-making criteria and appeals processes.

2.3.5   Registered providers must make information available to tenants about the relevant roles and responsibilities of senior level employees or officers, including who has responsibility for compliance with the consumer standards.

Annex 3: Consumer standards 1 April 2024 - GOV.UK (www.gov.uk)