In April 2024, the Regulator of Social Housing introduced a more proactive approach to consumer regulation, setting clear expectations around how housing providers serve their tenants. The updated Consumer Standards — covering Safety and Quality, Transparency, Influence and Accountability, Tenancy, and Neighbourhood and Community — mark a significant step forward in improving tenant outcomes.
To achieve a C1 consumer grading, housing associations must demonstrate consistent delivery of high-quality services, supported by clear evidence and tenant engagement throughout the customer journey.
At Highlight, we help housing providers strengthen their operational delivery, enhance the customer experience, and embed robust, compliant processes that align with the Regulator’s expectations.
Supporting Better Outcomes from First Enquiry to Handover
Whether delivering shared ownership, rent to buy, or other types of low-cost homeownership through Section 106 agreements, providers are now under greater scrutiny when it comes to how tenants and buyers are supported.
Highlight works with you to design and deliver a compliant, efficient, and customer-focused approach to sales and lettings by providing:
- Off-plan sales support and strategy Helping to manage enquiries, maintain accurate records, and ensure transparency throughout the buying journey.
- Customer journey mapping and process optimisation Creating a clear, consistent approach to handling enquiries, viewings, eligibility checks, and handovers — supporting better communication and accountability.
- Post-occupation surveys and engagement tools Gathering structured feedback from buyers and tenants to inform service improvements and demonstrate a culture of listening and responsiveness.
- Compliance audits for sales and marketing activity Reviewing documentation and processes to ensure they meet regulatory expectations and consumer protection standards.
Building Confidence in Compliance
With the Regulator now directly inspecting consumer outcomes, housing providers must move beyond intent to demonstrate clear, measurable delivery. Highlight brings the experience needed to identify areas of operational risk, drive improvements, and support your teams to evidence compliance across each of the Consumer Standards.
Let’s Strengthen Standards, Together
Whether you are preparing for inspection, seeking to improve performance, or looking to align your new homes offer with consumer regulations, Highlight can help.
We work in partnership with housing associations, developers, and local authorities to deliver practical, people-centred solutions that support compliance — and better outcomes for residents.
Let’s ensure your organisation is well-placed to meet the Consumer Standards and achieve a C1 grading that reflects your commitment to delivering excellent services.
📩 To learn more or arrange a conversation, contact [email protected] or visit highlight.org.uk