RSH Consultation on Consumer Standards

On the 9th December 2025 the Regulator of Social Housing (RSH) launched an important 12-week consultation proposing updates to the regulatory framework that governs how social landlords deliver services to customers and report on performance.

The consultation reflects the shift in the sector to competence and conduct, customer  access to information, and importantly proposes changes to the Transparency, Influence and Accountability (TI&A) Standard, the Consumer Standards Code of Practice and the Tenant Satisfaction Measures (TSMs).  The consultation can be accessed via this link https://www.gov.uk/government/consultations/consultation-on-changes-to-the-tia-standard

For Registered Providers of social housing, understanding these proposals — and responding where appropriate — is critical to effective compliance and delivering excellent outcomes for tenants. Below are MSB Solicitors top 10 practical legal take-aways from the consultation material:

1. Consultation Purpose & Legislative Context

This consultation seeks views on proposed changes that will ensure the TI&A Standard and the Consumer Standards Code of Practice reflect reforms pursuant to the Social Housing (Regulation) Act 2023 on matters such as the competence and conduct requirements and Social Tenant Access to Information Requirements (STAIRs). 

It also represents a coordinated step towards clearer and stronger consumer regulation.

2. Competence & Conduct Requirements Embedded in TI&A

Rather than stand-alone requirements, the consultation proposes embedding competence and conduct requirements into the existing TI&A Standard.

These requirements are about professional standards — that staff delivering housing services have, or are working towards, appropriate skills, knowledge and behaviours. This reflects the policy intent to uplift professional capability across the sector. 

3. Social Tenant Access to Information (STAIRs)

For the first time, the standards will explicitly incorporate STAIRs, giving customers of all registered providers a level of access to management information akin to that enjoyed by tenants of local authorities. 

Providers will be expected to proactively publish key information and respond to tenant information requests in a timely manner.  This is arguably a significant shift toward transparency and tenant empowerment, and it is vital the sector is ready to fulfil these obligation. Social Housing Providers should be planning now for these data changes. 

4. Revised Code of Practice

To support effective delivery of these updated standards, the Consumer Standards Code of Practice will be amended.

The Code already has statutory footing and plays a role in how compliance is assessed; updates will further explain how landlords should meet the new expectations for competence, conduct and access to information. 

5. Re-issuing TSM Requirements Under New Powers

The consultation confirms that the TSMs — the set of performance and tenant perception measures introduced in 2023 — will be re-issued under the RSH’s new performance information powers. 

Importantly, the substantive content of the TSMs will not change; what will change is the legal basis on which they are made and how landlords are required to collect, publish and submit TSM data. 

6. New Electrical Safety TSM

Reflecting new electrical safety obligations in the social rented sector, the RSH proposes a new electrical safety checks TSM.

This measure would provide tenants with clearer signals about landlord compliance with electrical safety obligations and give the regulator useful performance information. 

7. Timing & Implementation

The consultation opened on 9 December 2025 and runs until 3 March 2026. 

Subject to responses and decisions following this consultation, the revised TI&A Standard and Code are expected to come into force on or around 1 October 2026. The new electrical safety TSM is anticipated to apply in the reporting year that includes March 2027. 

8. Focus on Transparency and Tenant Voice

Taken together, the proposals signal a stronger focus on transparency, accountability and tenant empowerment.

Providers will need to reflect on how their governance, service delivery, data publication and tenant engagement arrangements align with these emerging expectations, and adjust their processes where necessary. 

9. Practicality & Proportionate Compliance

While the reforms have clear legal implications, the consultation’s framing emphasises clarity and practical compliance rather than unnecessary regulatory burden.

The consultation material itself separates technical changes (e.g., re-issuing TSMs under new powers) from broader policy additions (competence and STAIRs), making it easier for providers to give focused responses.

10. Sector Engagement & Response Opportunity

Registered providers, tenants, customers, resident groups and wider stakeholders are all invited to respond.

This is a genuine opportunity for the sector to shape how these standards will work in practice. Providers should consider drafting a response that reflects operational realities, legal obligations and tenant interests, with the latter being directly fed from customer consultation and or feedback from engaged customers.

These proposals form part of an ongoing evolution in social housing regulation — driven by the principle that customers should experience safe, high-quality, transparent and professional services, and that landlords are equipped and aligned to deliver on those expectations.

For social landlords this consultation is not just a compliance exercise: it is a reminder that regulatory engagement, governance readiness and tenant-focused service delivery are integral to long-term success.

If you’d value practical support in preparing your organisation’s response or reviewing the potential legal implications of the proposed changes, MSB Social Housing Governance team would be pleased to assist.