Housing & RegenerationCommunications.
The UK housing sector is undergoing its most significant regulatory transformation in a generation. From the Consumer Standards to Awaab's Law, social landlords face unprecedented scrutiny. I help housing organisations navigate this landscape with communications that build trust, demonstrate compliance, and protect reputation.
Four Regulations Every Housing Organisation Must Get Right.
The UK housing sector faces its most significant regulatory transformation in a generation. Here's what you need to know — and why communications are central to compliance.
Consumer Standards
Regulator of Social Housing
The Consumer Standards are the regulatory framework from the Regulator of Social Housing (RSH), setting out what registered providers must deliver for tenants. Following the Social Housing (Regulation) Act 2023, the RSH now has proactive consumer regulation powers — meaning it actively inspects and monitors landlord performance rather than waiting for failures.
Key Requirements
- Safety and Quality Standard — homes must be safe, well-maintained, and meet quality standards
- Transparency, Influence and Accountability Standard — tenants must be able to scrutinise and hold landlords to account
- Neighbourhood and Community Standard — landlords must contribute to the wellbeing of neighbourhoods
- Tenancy Standard — tenants must be able to access and sustain their tenancy
Why Communications Matter
Landlords must demonstrate compliance not just operationally, but through clear, transparent, and accessible communications with tenants. This means proactive reporting, plain-English updates, and genuine engagement — not tick-box exercises. The RSH will assess how well organisations communicate with and involve their tenants.
Tenant Satisfaction Measures (TSMs)
Performance Measurement Framework
Tenant Satisfaction Measures are a set of 22 performance indicators that all registered providers with 1,000+ homes must collect and report annually to the RSH. They include 12 tenant perception measures (collected via surveys) and 10 management information measures — giving a comprehensive picture of how well landlords are performing from the tenant's perspective.
Key Requirements
- Overall satisfaction — the headline measure of tenant experience
- Repairs satisfaction — how tenants rate the repairs service
- Safety — tenant perception of home safety
- Complaints handling — satisfaction with how complaints are managed
- Respectful and helpful engagement — whether tenants feel listened to and treated fairly
- Anti-social behaviour — satisfaction with ASB case handling
Why Communications Matter
TSM results are published publicly, creating a league table effect. Poor results attract media scrutiny, regulatory attention, and reputational damage. Strong communications strategy is essential — both to improve tenant perception through genuine engagement, and to manage the narrative around published results. Proactive storytelling about improvements, investment, and tenant voice is critical.
Decent Homes Standard
New 5-Criteria Standard
The updated Decent Homes Standard sets out five criteria that all social homes must meet. It replaces the previous standard and extends to the private rented sector for the first time. Social landlords must ensure their entire stock meets the new standard by 2035 — a significant investment and operational challenge that requires clear, sustained communication with tenants, boards, and stakeholders.
Key Requirements
- Free from serious (Category 1) hazards under the Housing Health and Safety Rating System
- In a reasonable state of repair
- Has reasonably modern facilities and services
- Provides a reasonable degree of thermal comfort (energy efficiency)
- Free from serious damp and mould (the new fifth criterion, added post-Awaab Ishak)
Why Communications Matter
Meeting the Decent Homes Standard by 2035 requires major investment programmes. Tenants need clear, honest communication about planned works, timelines, and temporary disruption. Boards and stakeholders need confidence in delivery plans. And regulators need evidence that organisations are communicating transparently about progress. This is a decade-long communications challenge.
Awaab’s Law
Repair Timeframes for Social Landlords
Awaab’s Law was introduced following the tragic death of two-year-old Awaab Ishak from prolonged exposure to mould in his family’s social housing in Rochdale. It amends the Landlord and Tenant Act 1985 to set strict timeframes within which social landlords must investigate and repair hazards — particularly damp and mould. Failure to comply gives tenants the right to take legal action.
Key Requirements
- Emergency hazards — must be made safe within 24 hours
- Non-emergency hazards — must begin investigation within 14 calendar days
- Repairs must be completed within a further 7 calendar days of investigation
- Where repairs cannot be completed in time, landlords must provide written explanation and a clear timeline
- Applies to all registered providers of social housing in England
Why Communications Matter
Awaab’s Law puts communications at the heart of compliance. Landlords must not only act fast — they must communicate fast. Written explanations, clear timelines, and proactive tenant updates are now legal requirements, not optional extras. Organisations need robust internal communications processes, trained frontline staff, and clear escalation protocols. Failure to communicate properly is itself a compliance failure.
Communications That Demonstrate Compliance.
Regulation isn't just about what you do — it's about how you communicate what you do. I help housing organisations turn regulatory requirements into clear, confident communications.
Regulatory Communications Strategy
Comprehensive communications strategies aligned to the Consumer Standards, ensuring your organisation demonstrates compliance through transparent, proactive tenant engagement.
TSM Results Management
Strategic support around Tenant Satisfaction Measures — from improving perception scores through genuine engagement, to managing the narrative when results are published.
Decent Homes Programme Comms
Long-term communications planning for Decent Homes investment programmes — keeping tenants informed, boards confident, and regulators assured throughout delivery.
Awaab's Law Compliance Comms
Internal and external communications frameworks that ensure your organisation meets the legal communication requirements under Awaab's Law — from 24-hour emergency protocols to written repair timelines.
Crisis & Reputation Management
24/7 crisis communications support when things go wrong — media management, stakeholder briefings, and internal comms that protect your organisation's reputation during regulatory scrutiny.
Resident Engagement & Consultation
Meaningful resident engagement programmes that go beyond compliance — building trust, gathering genuine feedback, and demonstrating the Transparency, Influence and Accountability Standard in action.
Executive & Board Support Through Acquisition
Strategic communications counsel for housing executives and boards navigating mergers, acquisitions, and stock transfers. From shaping the internal narrative and managing staff uncertainty, to stakeholder communications, media handling, and crisis preparedness — ensuring leadership communicates with clarity and confidence at every stage of the process.
Navigating the new regulatory landscape?
Whether you need a full communications strategy aligned to the Consumer Standards, support managing your TSM results, or crisis comms when the regulator comes knocking — I'm here to help.
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