In April 2024, the Regulator for Social Housing introduced revised Consumer Standards, including the Transparency, Influence and Accountability (TIA) Standard.  

This standard ensures that registered providers treat all tenants and prospective tenants with fairness and respect, and take action to deliver fair and equitable outcomes.  

Providers must use relevant information and data to understand the diverse needs of tenant, such as those related to protected characteristics, language barriers, and additional support need and assess whether their services meet these needs fairly.  

Additionally, communication and information provided to tenants must be clear, accessible, relevant, timely, and appropriate to their diverse requirements. 

To meet the new TIA standards, landlords collect some information to: 

• Tailor services to your needs. 

• Make sure services are delivered fairly. 
  
  

What information might we collect? 
This can include details such as: 

• Protected characteristics (e.g., age, disability, race, religion, sex, sexual orientation, pregnancy, marriage/civil partnership, gender reassignment). 

• Communication preferences (language or translation needs). 

• Economic factors (income, employment status, welfare support). 

This helps us provide fair, accessible, and appropriate services for everyone. 

Census Survey  

Between February and March 2026, we’ll be launching a survey, working with survey provider ARP, to get to know our tenants better and collect some of this information.  

Why? Because understanding your needs helps us provide better support and create a more positive experience for you. 

By sharing your needs, we can: 

• Make reasonable adjustments to support you better 

• Improve services for tenants with disabilities or health conditions 

• Ensure fairness and inclusion across all communities 

• Meet our commitments to Equality, Diversity and Inclusion (EDI) 
  
  

Look out for the survey and help shape the future of CBH services.