Understanding the Consumer Standards
The Consumer Standards set out what all social housing providers must deliver to ensure residents receive safe, high‑quality homes and services. They protect residents’ rights, promote fairness, and make sure landlords are accountable for the services they provide. These standards cover the quality of your home, how we keep you safe, how we listen to your views, and how we manage your tenancy. We take these responsibilities seriously and are committed to meeting and, where possible, exceeding — these expectations.
From 1 April 2024, the Regulator of Social Housing introduced a strengthened set of standards and an updated inspection programme. Its remit includes two core objectives:
- Economic: ensuring providers like emh are well‑managed and financially stable.
- Consumer: ensuring residents receive quality accommodation, have choice and protection, and can hold their landlord to account.
Our commitment to residents
Our residents remain at the heart of everything we do. We work continuously to provide safe, comfortable homes and a high‑quality service. Your feedback — including through the Tenant Satisfaction Measures survey — is helping us review and improve how we work so we can deliver even better outcomes.
Because emh has more than 22,000 homes, we fall within the Regulator’s inspection programme and are regularly inspected to ensure we are meeting the Consumer Standards. To support residents in understanding what these standards mean in practice, the Regulator has also published its Consumer Standards Code of Practice, which sets out what good compliance should look like.
For more information on the Consumer Standards, please see below.
Engaging with other relevant parties so that residents can live in safe and well-maintained neighbourhoods and feel safe in their homes.
Read the standard in full here: Neighbourhood and Community Standard
Ensuring the safety and quality of residents’ homes.
Read the standard in full here: Safety and Quality Standard
Ensuring fair allocation and letting of homes and how tenancies are managed and ended.
Read the standard in full here: Tenancy Standard
Being open with residents and treating them with fairness and respect so that people can access services, raise complaints, influence decision-making and hold their landlord to account.
This includes the Tenant Satisfaction Measures.
Read the standard in full here: Transparency, Influence and Accountability Standard
Overall responsibility for delivering the Consumer Standards at emh sits with Chris Jones, Chief Operating Officer.