Consumer Standards: How We Are Strengthening Housing Services
The Regulator of Social Housing has introduced Consumer Standards that all social housing providers must meet. These standards are designed to ensure tenants live in safe, good‑quality homes and receive fair, transparent and responsive services.
The standards came into force on 1 April 2024. This page explains how Sandwell Council meets these requirements and where you can find further information about our housing services.
Consumer Standards (full details)
Safety and Quality Standard
This standard ensures that homes are safe, well‑maintained and meet all required quality standards.
Sandwell Council delivers this through housing policies, asset management strategies and responsive repairs services that keep homes safe, healthy and compliant.
Policies and services
Transparency, Influence and Accountability Standard
This standard ensures that tenants are treated fairly, can influence housing services, and have access to clear information about performance and decision‑making.
Sandwell Council supports this through tenant engagement, complaints handling, feedback processes and transparent reporting.
Policies and services
This policy explains how tenants and residents can provide feedback, compliments or concerns about housing services, and how we use this feedback to improve services.
This page explains how residents can get involved in shaping housing services through engagement activities, consultations and resident groups.
This service outlines the different ways tenants can influence decisions, scrutinise performance and work with the Council to improve housing services.
TSMs show how tenants feel about key housing services such as repairs, safety and engagement, helping residents understand how we are performing and where we need to improve.
This service explains how to make a complaint, what to expect from the complaints process, and how we learn from complaints to improve services.
Neighbourhood and Community Standard
Policies and services
This policy explains how we prevent and tackle anti‑social behaviour, support victims and take action to make neighbourhoods safer.
This service allows residents to report anti‑social behaviour so concerns can be investigated and appropriate action taken.
This service provides advice, support and signposting for residents experiencing domestic abuse, with a focus on safety and confidentiality.
This strategy explains how we work with residents and partners to manage estates, address local issues and improve neighbourhood safety and wellbeing.
Tenancy Standard
This standard ensures that homes are allocated fairly and that tenants are supported to sustain their tenancies.
Sandwell Council delivers this through clear allocation policies and tenancy management services.
Policies and services
This policy explains who is eligible for council housing and how priority for homes is assessed and managed fairly.
This policy sets out how we manage tenancies, work with tenants to resolve issues and support people to maintain their homes.
This policy explains how we prevent, detect and investigate tenancy fraud, ensuring council homes are used lawfully and fairly.
This policy explains how we support tenants who may be struggling, helping prevent tenancy breakdown and homelessness.
This service provides information on applying for council housing and bidding for available homes.
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