The new Charter sets out what every social housing resident should be able to expect:

1. To be safe in your home. We will work with industry and landlords to ensure every home is safe and secure.
   
   

2. To know how your landlord is performing, including on repairs, complaints and safety, and how it spends its money, so you can hold it to account.
   
   

3. To have your complaints dealt with promptly and fairly, with access to a strong ombudsman who will give you swift and fair redress when needed.
   
   

4. To be treated with respect, backed by a strong consumer regulator and improved consumer standards for tenants.
   
   

5. To have your voice heard by your landlord, for example through regular meetings, scrutiny panels or being on its Board. The government will provide help, if you want it, to give you the tools to ensure your landlord listens.
   
   

6. To have a good quality home and neighbourhood to live in, with your landlord keeping your home in good repair.
   
   

7. To be supported to take your first step to ownership, so it is a ladder to other opportunities, should your circumstances allow.

Amendments

Several substantive amendments were agreed in Parliament, October 2022 as follows:

• add energy efficiency to the Regulator’s fundamental objectives;
  
  

• give the Regulator the power to set standards relating to the competence and conduct of staff working in social housing;
  
  

• give the Regulator the power to set standards relating to energy efficiency; and
  
  

• impose a duty on the Regulator to produce, publish and implement a plan relating to the carrying out of both regular and one-off inspections of registered providers.