Developing Tenant Satisfaction Measures to Deliver High-quality Social Housing

The Charter for Social Housing White Paper defines the responsibility of housing associations to provide residents with high standards of customer service.

Angela Holden is the Assistant Director of Consumer Regulations at the Regulator for Social Housing. She is responsible for the current reactive consumer regulation function and supporting the implementation of the Social Housing White Peper.

In this video, Angela highlights the impacts of the Social Housing White Paper on housing regulations and the regulator’s response to the paper. She explains the regulator’s role on a broader scale within social housing, demonstrating the merits of a consumer regulation approach to help organisations meet housing standards. The Tenant Satisfaction Measures are further explained as part of an outcome-focused approach to support tenants, ensuring housing is up to standard.

In 2020, the Charter for Social Housing Whitepaper Residents defined the responsibility of housing associations to provide residents with high standards of customer service. In this video, Angela Holden Deputy Director for Consumer Regulations at the Regulator for Social Housing discusses the role of regulators within social housing and what the tenant satisfaction measures mean for housing associations.