Are you ready for the new consumer standards.
My ask is that this does not become a regulatory tick box exercise but that providers transform the way they interact with their tenants to provide the best experience possible.
For tenants, this isn’t just about compliance—it’s about being heard, being informed, and seeing real change based on their input. And for housing providers, it’s an opportunity to build trust, improve service quality, and ultimately enhance the quality of life for the communities they serve.
To truly embed these changes, by adopting customer experience best practise, it can be integrated into all aspects of service delivery. In particular I want to talk about how to bring the Transparency, Influence and Accountability standard in a practical, impactful way.
- Transparency: More Than Just Data Sharing
Transparency is about more than publishing reports and meeting compliance requirements. For housing providers, it’s about creating a culture where residents feel informed and engaged. In customer experience terms, transparency is often equated with trust. Tenants expect clear, timely and honest communication.
Implement Clear, Accessible Communication Channels
- Ensure that all communication—from rent updates to maintenance requests—is straightforward and jargon-free. Language should be plain and accessible to everyone.
- Use the right channels, at the right time to share information. Make sure your communication is timely and relevant. While letters and emails are standard, consider other digital channels such SMS updates, tenant portals and even social media for those who prefer more immediate updates. Provide the right tools so everyone has the ability to feedback.
- Publish your SLAs and how you perform against these. Do this regularly and in a format that is easy to digest. This demonstrates not only compliance but also your organisation’s commitment to continuous improvement. Like other service providers, Tenants want clarity—knowing when repairs are scheduled, how long they’ll take, and how to hold providers accountable if things don’t go to plan.
- Influence: Let Tenants Shape the Service
Empower residents to have a real say in how their housing services are delivered. Help them co create the service, inviting them to take part in designing the products or services they consume. Influence is about giving tenants a seat at the table, not just as passive recipients of housing services but as active stakeholders.
Establish Resident Advisory Groups and Feedback mechanisms
- Set up tenant advisory boards or focus groups where residents can provide regular input on issues ranging from communal space design to rent policies.
- Implement real-time feedback mechanisms, such as post-interaction surveys after maintenance visits or complaint resolutions to capture tenant sentiment and use this data to refine services.
- Consider co-design workshops where residents can collaborate directly with service teams to improve the living environment. Empowering tenants to co-create their surroundings fosters a sense of ownership and pride. Involving tenants early in planning new developments or improving services, ensuring the end product meets their needs.
- Accountability: Closing the Loop
Accountability is about taking responsibility for outcomes and making sure tenants can easily see how their concerns are addressed. One way to do this is through mapping the customer journey to ensure all your touchpoints are effective and any pain points are addressed.
Develop a Clear and Transparent Complaints Handling Process
Ensure that your complaints process is easy to access and simple to follow. Make sure tenants are regularly updated on the progress of their complaints. Tenants expect similar efficiency and transparency in how their complaints are handled by housing providers. Beyond resolving the immediate issue, there should be visible, structural changes that prevent the problem from recurring.
- Train staff to handle complaints with empathy and a solutions-focused mindset. Complaints should be viewed as an opportunity to improve, not just something to “deal with.”
- Publish complaints data and the actions taken in response to them. Being open about areas where improvements are needed shows a commitment to accountability and growth.
The new Consumer Standards provide a powerful framework for housing providers to elevate their service delivery. By embedding transparency, influence, and accountability into the core of tenant services—and by applying proven customer experience strategies—housing providers can not only meet regulatory obligations but also create a more engaging, tenant-centred living environment.
A Few More Practical Strategies
- Tenant Journey Mapping: Understand every touchpoint in the tenant experience—from the moment they apply for housing to long-term tenancy—and identify areas where transparency, influence, and accountability can be enhanced.
- Proactive Service Delivery: Instead of waiting for tenants to raise issues, adopt a proactive stance. Regularly check in with tenants to ensure their needs are being met and potential issues are addressed before they escalate.
- Digital Transformation: Consider how technology can support better transparency and influence. Digital platforms can provide real-time access to account information, maintenance schedules, and feedback mechanisms, making it easier for tenants to stay informed and engaged.
What’s your next step toward this tenant-centered future?