Information and accountability – a residents’ guide

There are new rules to ensure that social housing residents are at the heart of service delivery and decision-making.

Effective from April 1st, 2024, the Transparency, Influence, and Accountability Standard aims to improve landlord accountability and enhance resident services in England.

We’ve published a guide which aims to help residents understand these changes and their rights under the new regulatory framework.

This guide contains three main sections:

The Transparency, Influence and Accountability Standard 2024

This new framework mandates that landlords treat residents fairly, engage with them meaningfully, and provide clear, accessible information about services and performance.

The Tenant Satisfaction Measures

The framework applies stringent reporting requirements on landlords, particularly those managing over 1,000 homes, who must now report on 22 Tenant Satisfaction Measures, encompassing areas like repairs, safety, and communication.

Resident panels

A key component of the new standards is the empowerment of resident panels, which play a critical role in governance, decision-making, and service improvement. These panels ensure that residents have a voice in shaping the services they receive and are equipped with the necessary resources to function effectively. The principles guiding these panels include co-regulation, resident leadership, inclusivity, and a focus on achieving tangible outcomes.

Download the guide as a PDF

View the guide as a web page

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