Consumer Standards Coaching Sessions

Who are these coaching sessions aimed at?

Senior Leadership Teams, Assurance & Compliance Teams, Board Members and Councillors.

What is the overarching goal of these coaching sessions?

The goal of these coaching sessions is to support registered providers like you in your journey towards compliance with the Consumer Standards issued by the Regulator of Social Housing. We aim to do this by providing you with the knowledge, tools and skills to understand, interpret and implement the outcomes and specific expectations of the Standards, whilst at the same time understanding and ensuring effective scrutiny and assurance.

Summary of our coaching sessions

We have carefully designed three sessions to help registered providers on their Consumer Standards compliance journey:

Session One focuses on Senior Leadership and Compliance Teams and covers the interpretation of the Consumer Standards, how to evidence compliance, the interaction with the Tenant Satisfaction Measures as well as the importance of focusing on the impact of your technical compliance with the expectations, and why this is so important to the Regulator.

Session Two is tailored to Board Members and Councillors, emphasising their role in ensuring compliance. As well as providing an understanding of the Standards, the session provides guidance on how to critically assess evidence of compliance and explains the importance of documenting their fundamental assurance role.

Session Three brings together all groups and focuses on how to prioritise issues whilst on your compliance journey by understanding the meaning of ‘material failure’ and when the Regulator will investigate issues of non-compliance. The session also provides guidance on when and how to make self-referrals, and the role of Performance Improvement Plans.

(See below for more information on the specific learning objectives for each session)

Why choose MSB to be your coach?

  • We have over 60 years’ combined experience of guiding & supporting registered providers, so we truly understand your organisation and the Social Housing Sector.
  • We are recognised as experts in the sector by the Legal 500 and Chambers & Partners.
  • Our national presence and client base means that we have access to a network of best practice when it comes to complying with the Consumer Standards.
  • Members of our team sit on the Boards of registered providers, and we leverage this knowledge to enhance our coaching and advice to our clients on compliance with the Standards.
  • We have an excellent relationship with the Regulator and in 2024 held a joint training session on the new Consumer Standards. Through this relationship we have invaluable insights and understand what the Regulator is looking for when it comes to compliance with the Standards.
  • You will receive practical takeaways that will help you deliver on the Standards, including an introduction to our unique Consumer Standards Compliance and Assurance Tool.