Consumer standards at Peaks & Plains
Consumer standards
We're committed to providing you with the high standard services and great homes. To make sure we do this, the Regulator of Social Housing has set clear rules, called Consumer Standards, that all housing associations must meet. These standards officially came into effect on 1st April 2024.
These standards are about the outcomes that customers should experience and specific expectations. They fall into four categories:
This standard is about ensuring your local area is safe, positive, and well-managed. We will collaborate with you, our partners and local authorities to prevent anti-social behaviour, support victims of domestic abuse, and improve the social and environmental wellbeing of your community.
This standard ensures you live in a decent, well-maintained, and safe home. It covers major repairs, essential health and safety checks and improvements.
This standard ensures that every customer is treated fairly and with respect, can hold us accountable for the services we provide, and every voice is heard.
This standard covers how we manage your tenancy from the moment you move in until the tenancy ends, ensuring our processes are fair, transparent, and supportive.
The standards are broken down into expected outcomes and specific expectations and they are accompanied by a Code of Practice.
The Trust is required to self-assess against the consumer standards to make sure we are compliant with the required outcomes and specific expectations. Our most recent self-assessment was completed in June 2025 and formally approved by our Board in July 2025.
Tenant satisfaction measures
We are required to collect and report each year on our performance. Our performance is looked at by using 'Tenant Satisfaction Measures' - these are determined by the regulator of social housing.
Below you can see our TSMs summary approach for 2024/25.
Tenant Satisfaction Measures – Summary of Approach 2024/25
Case studies
Supporting a tenant following a Hate Incident
Tenancy Sustainment for a Vulnerable Client
Working together to find a healthier, safer solution