The new Consumer Standards became part of the Social Housing Regulation Act in April 2024. They ensure that housing providers deliver high-quality services and maintain transparency, accountability, and safety for all tenants. They cover four standards: 

  • Transparency, Influence, and Accountability Standard: Tenant influence, equality, complaints, Tenant Satisfaction Measures and being transparent with and accountable to tenants. 
  • The Safety and Quality Standard: Ensures that repairs, property safety, and home improvements are managed well.  
  • Neighbourhood and Community Standard: Anti-social behaviour, hate crime, domestic abuse. 
  • Tenancy Standard: Lettings, housing allocations, and mutual exchanges.  

Regulatory inspections and judgements 

Inspections happen every four years and result in the following judgements:  

  • C1 (meeting standards) 
  • C2 (meeting most standards, but some room for improvement) 
  • C3 (serious failings and significant improvement required) 
  • C4 (very serious failings that require fundamental changes).  

Improvements we’re making: 

  • Repairs. Deliver repairs to a high standard within timescales and taking on board your feedback to improve 
  • Home Improvement & Energy surveys. By March 2026 we will have surveyed every Southway home so that we know what improvements they need 
  • Tailoring services to customers. Improving how we use customer information to improve and tailor our services.  
  • Website. We are improving our website, making it easier for you to find the information you need, get in touch with us and access services. 
  • Complaints. Since November, we have responded to 100% of complaints on time. We have more to do so that we learn from your complaints and our mistakes. 

In addition to the Consumer Standards, Southway is also assessed for Governance and Financial Viability.  

These standards ensure that landlords:

  • Are properly governed and make decisions in a transparent, accountable way.  
  • Manage their finances responsibly to protect homes and services for the long term. 
  • Follow the law and act in the best interests of tenants and communities. 

To help tenants and the public understand how well providers are performing, the Regulator gives two ratings: 

 Governance Ratings (G1 to G4): 

  • G1 – The provider meets all governance requirements (the highest rating). 
  • G2 – The provider meets requirements but needs to improve in some areas. 
  • G3 – There are concerns; the provider is working with the Regulator to improve. 
  • G4 – Serious concerns; the Regulator is taking action 

Financial Viability Ratings (V1 to V4)

  • V1 – The provider is financially strong and can manage risks (the highest rating). 
  • V2 – Financially sound but needs to manage some risks carefully. 
  • V3 – There are financial concerns; the provider is working to improve. 
  • V4 – Serious financial concerns; the Regulator is intervening.

If you want to know more, the Regulator’s website has lots of information. 

See our response to the Regulator's recent inspection here.