We urge all social housing providers, especially the larger ones, to prioritise putting the tenant at the centre of how they deliver housing services, including by relying far less on impersonal and remote methods of communication and increasing the number of local offices with staff who know the area. We also recommend that, as part of its review of the consumer standards, the Regulator of Social Housing significantly strengthen the wording of the tenant involvement and empowerment standard ...

We urge all social housing providers, especially the larger ones, to prioritise putting the tenant at the centre of how they deliver housing services, including by relying far less on impersonal and remote methods of communication and increasing the number of local offices with staff who know the area. We also recommend that, as part of its review of the consumer standards, the Regulator of Social Housing significantly strengthen the wording of the tenant involvement and empowerment standard to require providers to deliver housing services that are genuinely local and tenant centred. Type: recommendation | Number: 23 | Paragraph: 97 | Response status: not_addressed Government response: 7. Our overall intention for the new standards will remain to set clear outcome-based expectations that all registered providers must meet, including in relation to how they deliver their services to achieve the right outcomes for tenants. The sector is hugely diverse. By setting outcomes that regis