Acuity Research & Practice has submitted a formal response to the Regulator of Social Housing’s consultation on proposed amendments to the Transparency, Influence and Accountability (TI&A) Standard, including changes linked to the Social Tenant Access to Information Requirements (STAIRs), Tenant Satisfaction Measures (TSMs) and the Consumer Standards Code of Practice.
As an organisation working in social housing research since 1999, representing 160 smaller housing associations through benchmarking and delivering TSMs for over 250 providers, Acuity engages with more than 40,000 social housing tenants each month across England and Wales. Our response draws on this extensive evidence base and day-to-day experience of how regulation operates in practice for both landlords and tenants.
Supporting Transparency: With a Focus on Outcomes
In our submission, we expressed broad support for the direction of travel set out in the consultation. We recognise the importance of transparency, accountability and tenant access to information, and the role these play in strengthening trust between landlords and tenants.
However, we also emphasised that the success of the proposed changes will depend on how they are implemented. In particular, we highlighted the need for proportionality, clarity and flexibility, especially for smaller providers and specialist landlords, where capacity, scale and operating models can differ significantly from larger organisations.
Practical Delivery and Tenant Understanding
Drawing on our experience delivering Tenant Satisfaction Measures at scale, we welcomed the alignment of TI&A expectations with TSMs, while cautioning against overly procedural or compliance-driven approaches. We encouraged a focus on meaningful communication and tenant understanding, rather than the volume or formality of information alone.
We also commented on the proposed Electrical Safety Checks TSM, supporting its intent while noting the importance of appropriate context. Factors such as access constraints and legacy stock can affect performance data, and it is important that tenants are supported to understand what the measure does and does not show.
Equality, Accessibility, and Unintended Impacts
A key theme in our response was accessibility. Based on regular engagement with tenants, we highlighted the risk that increased information requirements could inadvertently disadvantage some groups if accessibility is not prioritised. This includes tenants with disabilities, limited digital access, lower literacy levels or for whom English is not a first language.
We encouraged the Regulator to continue considering how information is presented and explained in practice, to ensure transparency improves understanding and engagement for all tenants.
Continuing the Conversation
Overall, Acuity’s response supports the proposed changes while offering constructive, evidence-led insight into how they can be implemented effectively across a diverse sector. We welcomed the opportunity to contribute to the consultation and would be keen to continue engaging with the Regulator as the standards and guidance are finalised.
Our aim remains to support landlords and tenants alike through robust research, benchmarking and insight that reflects the realities of social housing delivery.
Click here for further information on the RSH consultation.