Transparency, Influence and Accountability Standard
Landlords must treat tenants fairly and with respect, understand their needs, give them a real say, share clear information and handle complaints well.
- 7Areas the regulator looks at
- 1Overall consumer grade it feeds into
- 4Years between routine inspections
For residents, and for your organisation.
What residents can expect
- Being treated with fairness and respect
- Services that take account of their needs, including disability and language
- A real chance to influence decisions about homes and services
- Complaints handled quickly and fairly, with learning shared
What your organisation must do
- Know your tenants, including their diverse needs, and use that data
- Give tenants meaningful ways to engage and show what changed as a result
- Collect and publish Tenant Satisfaction Measures every year
- Follow the Housing Ombudsman Complaint Handling Code
- Tell the regulator about any material failure to meet the standards
The areas inspectors look at.
Fairness and respect
Treat tenants and prospective tenants with fairness and respect.
Diverse needs
Understand tenants’ needs and deliver fair access to services.
Engagement with tenants
Give tenants a wide range of ways to scrutinise and influence decisions.
Information about landlord services
Share clear, accessible information about services, rights and performance.
Performance information
Collect and publish Tenant Satisfaction Measures.
Complaints
Handle complaints promptly and fairly, and learn from them.
Self-referral
Tell the regulator about material failures to meet the standards.
What you’ll need to show.
Typical evidence inspectors ask for. Be Assured maps each one to the expectation it proves.
- Tenant profile data and how it is used
- Tenant engagement structures and what changed as a result
- Published TSMs and the action plan behind them
- Complaints self-assessment against the Ombudsman code
- Board minutes showing complaint learning
From problem to proof.
TSM scores sit in one report, complaints in another, and engagement notes in a third. Nobody links weak satisfaction to its cause.
Hold TSMs, complaint themes and engagement outcomes against the same expectations, so patterns stand out.
Low satisfaction with complaint handling lines up with 40% of stage 1 replies going out late. The landlord fixes the process and tracks the next TSM survey.
Last reviewed 8 October 2026. Based on the Regulator of Social Housing’s consumer standards, in force since 1 April 2024.
Transparency, Influence and Accountability: common questions
What does the Transparency, Influence and Accountability Standard require?
Fair and respectful treatment, understanding tenants' diverse needs, real chances to influence decisions, clear information, good complaint handling, and collecting and publishing Tenant Satisfaction Measures.
What are Tenant Satisfaction Measures?
They're 22 measures every landlord collects each year: 12 from tenant surveys and 10 from management data. They're published, and the regulator uses them to spot where risk sits.
What is self-referral?
Landlords must tell the regulator about any material failure to meet the standards. Doing that promptly is itself part of this standard.
Check your position on this standard.
See every expectation in the Transparency, Influence and Accountability Standard as plain questions, with evidence linked.