Open consultation

Annex 2: Clean copy of proposed revised TI&A Standard (accessible version)

Published 9 December 2025

Applies to England

1. Required outcomes

1.1 Fairness and respect

1.1.1 Registered providers must treat tenants and prospective tenants with fairness and respect.

1.2 Diverse needs

1.2.1 In relation to the housing and landlord services they provide, registered providers must take action to deliver fair and equitable outcomes for tenants and, where relevant, prospective tenants.

1.3 Engagement with tenants

1.3.1 Registered providers must take tenants’ views into account in their decision making about how landlord services are delivered and communicate how tenants’ views have been considered.

1.4 Information about landlord services

1.4.1 Registered providers must communicate with tenants and provide information so tenants can use landlord services, understand what to expect from their landlord, and hold their landlord to account.

1.5 Performance information

1.5.1 Registered providers must collect and provide information to support effective scrutiny by tenants of their landlord’s performance in delivering landlord services.

1.6 Complaints

1.6.1 Registered providers must ensure complaints are addressed fairly, effectively, and promptly.

1.7 Social Tenant Access to Information Requirements (STAIRs)

1.7.1 Private registered providers ^{[footnote 1]} must provide information to their tenants concerning the accommodation, facilities and services provided by them in connection with social housing. In doing so they must meet the expectations set out in the Government’s policy statement entitled Social Tenant Access to Information Requirements dated 30 September 2025.

1.8 Competence and Conduct

1.8.1 Registered providers must

a) secure that their relevant staff have the necessary skills, knowledge and experience, and exhibit the behaviours needed, for the landlord services to be of good quality.

b) take appropriate steps to secure that the relevant staff of their services providers have the necessary skills, knowledge and experience, and exhibit the behaviours needed, for the landlord services to be of good quality.

2. Specific expectations

2.1 Diverse needs

2.1.1 Registered providers must use relevant information and data to:

a) understand the diverse needs of tenants, including those arising from protected characteristics, language barriers, and additional support needs; and

b) assess whether their housing and landlord services deliver fair and equitable outcomes for tenants.

2.1.2 Registered providers must ensure that communication with and information for tenants is clear, accessible, relevant, timely and appropriate to the diverse needs of tenants.

2.1.3 Registered providers must ensure that landlord services are accessible, and that the accessibility is publicised to tenants. This includes supporting tenants and prospective tenants to use online landlord services if required.

2.1.4 Registered providers must allow tenants and prospective tenants to be supported by a representative or advocate in interactions about landlord services.

2.2 Engagement with tenants

2.2.1 Registered providers must give tenants a wide range of meaningful opportunities to influence and scrutinise their landlord’s strategies, policies and services. This includes in relation to the neighbourhood where applicable.

2.2.2 Registered providers must assist tenants who wish to implement tenant-led activities to influence and scrutinise their landlord’s strategies, policies and services. This includes in relation to the neighbourhood where applicable.

2.2.3 Registered providers must provide accessible support that meets the diverse needs of tenants so they can engage with the opportunities in 2.2.1 and 2.2.2.

2.2.4 Registered providers must support tenants to exercise their Right to Manage, Right to Transfer or otherwise exercise housing management functions, where appropriate.

2.2.5 Registered providers, working with tenants, must regularly consider ways to improve and tailor their approach to delivering landlord services including tenant engagement. They must implement changes as appropriate to ensure services deliver the intended aims.

2.2.6 Where a registered provider is considering a change in landlord for one or more tenants, or a significant change in management arrangements, it must consult affected tenants on its proposals at a formative stage and take those views into account in reaching a decision. The consultation must:

c) be fair and accessible

d) provide tenants with adequate time, information and opportunities to consider and respond

e) set out actual or potential advantages and disadvantages (including costs) to tenants in the immediate and longer term, and

f) demonstrate to affected tenants how the consultation responses have been taken into account in reaching a decision.

2.3 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, and

d) responsibilities of the registered provider and the tenant for maintaining homes, communal areas, shared spaces 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.

2.4 Performance information

2.4.1 Registered providers must ensure that their reported tenant satisfaction measure information is an accurate, reliable, valid, and transparent reflection of their performance against the tenant satisfaction measures prescribed by the regulator.

2.4.2 Registered providers must provide tenants with accessible information about:

a) how they are performing in delivering landlord services and what actions they will take to improve performance where required

b) how they have taken tenants’ views into account to improve landlord services, information and communication

c) how income is being spent, and

d) their directors’ remuneration and management costs.

2.5 Complaints

2.5.1 Registered providers must ensure their approach to handling complaints is simple, accessible and publicised.

2.5.2 Registered providers must provide accessible information to tenants about:

a) how tenants can make a complaint about their registered provider

b) the registered provider’s complaints policy and complaints handling process

c) what tenants can do if they are dissatisfied with the outcome of a complaint or how a complaint was handled, and

d) the type of complaints received and how they have learnt from complaints to continuously improve services.

2.6 Competence and Conduct

2.6.1 Registered providers must meet all applicable requirements as set out in Chapters 1 to 6 of the Government’s Policy Statement on Qualifications Requirements for Social Housing.

2.6.2 Registered providers must have a written policy which includes:

a) their approach to managing and developing the skills, knowledge, experience and behaviours of their relevant staff and how they will tailor this approach, as appropriate, to the different roles of relevant staff within their organisation;

b) their approach to learning and development for their relevant staff. This must include how they ensure that their relevant staff maintain and demonstrate appropriate and up to date skills, knowledge, experience and behaviours in their roles;

c) their approach to appraising and regularly reviewing the performance of their relevant staff, including their approach to managing poor performance; and

d) the appropriate steps they will take to secure that the relevant staff of their services providers have the necessary skills, knowledge and experience, and exhibit the behaviours needed, for the landlord services to be of good quality.

2.6.3 Registered providers must develop or adopt an appropriate code of conduct for their relevant staff and ensure it is embedded within their organisation.

2.6.4 Registered providers must ensure that the written policy and the code of conduct referred to in 2.6.2 and 2.6.3 are kept up to date, fit for purpose and are accessible to tenants. Tenants must be given meaningful opportunities to influence and scrutinise the development of the written policy and decisions relating to the adoption or development of the code of conduct.

2.6 Self-referral

2.7.1 Registered providers must communicate in a timely manner with the regulator on all material issues that relate to non-compliance or potential noncompliance with the consumer standards.

3. Definitions used in This Standard

3.1 Throughout the consumer standards ’tenants’ means tenants and other occupiers of social housing which includes licensees and shared owners (unless explicitly stated).

3.2 ‘Shared spaces’ are those spaces associated with a registered providers’ homes and used by their tenants that are not the responsibility of the landlord, as opposed to communal areas where landlords have direct responsibilities for ensuring their safety and maintenance.

3.3 In relation to 2.4.1, ‘reported tenant satisfaction measure information’ means information published pursuant to the requirements of a TSM Direction, or submitted to the regulator pursuant to any request for that information or for other information about the registered provider’s performance against TSMs. The ‘tenant satisfaction measures prescribed by the regulator’ (‘TSMs’) refers to the tenant satisfaction measures set out in the relevant TSM Direction. ‘TSM Direction’ refers to a direction given by the regulator (as amended from time to time) which the regulator specifies as being a direction on tenant satisfaction measures.

3.4 For the purposes of paragraphs 1.8.1 and 2.6.1-2.6.4, ‘relevant staff’ means staff involved in the provision of landlord services and ‘landlord services’ are services in connection with the management of social housing provided by the registered provider. ‘Services provider’ has the same meaning as in Part 2 of the Housing and Regeneration Act 2008.

1. The Social Tenant Access to Information Requirements (STAIRs) apply to private registered providers (PRPs) only ↩