Consumer standards
From 1 April 2024 the Consumer Standards 
came into force for all social housing landlords, and as a stock-holder of over 1000 properties, Fareham is subject to inspection from the Regulator of Social Housing .
These standards are designed to protect tenants, improve the quality of social housing homes and services, and ensure that landlords listen to and engage with tenants so their views help shape the services they receive.
Safety and Quality Standard
This standard requires landlords to provide homes that are safe, well-maintained, and of a decent quality. It includes obligations to address hazards like damp and mould promptly and to ensure that homes meet the Decent Homes Standard. Landlords must also ensure communal areas are safe and well-managed.
You can find out more information through our:
- Repairs and Improvements webpage and,
- View all our repairs related policies on our Housing Strategies webpage.
- Our Annual Review and Performance Reporting webpage details how we are doing with our health and safety compliance.
Transparency, Influence and Accountability Standard
Landlords must be open and transparent with tenants, providing clear information about services, performance, and decision-making. Tenants should be able to influence decisions and hold landlords accountable. This includes regular engagement, consultation, and feedback mechanisms. It also includes Tenant Satisfaction Measures, the annual surveys sent to tenants.
You can find more information on how we are meeting this standard on our:
- Performance and News webpage
- Tenant Engagement webpage
- The Equality and Inclusion webpage details the work being done in this area by the Council as a whole.
Neighbourhood and Community Standard
This standard focuses on the broader living environment, requiring landlords to work with other agencies to keep neighbourhoods clean, safe, and well-maintained. It also includes responsibilities around tackling anti-social behaviour and supporting community cohesion.
The following policies detail the work we do to meet this standard:
- The Anti-Social Behaviour Policy
(196 KB) (including hate crime), - The Safeguarding Policy (8 MB) and Safeguarding Leaflet (3 MB)
- The Shared Spaces Guidance (62 KB)
- The draft Domestic Abuse Policy
- The draft Vulnerability Policy
Please see our Housing Strategies webpage for our 'easy read' versions of our policies.
Tenancy Standard
Landlords must ensure that tenancy arrangements are fair, accessible, and well-managed. This includes clear policies on allocations, mutual exchanges, and tenancy sustainment. The aim is to support tenants in maintaining their homes and to ensure tenancies are managed consistently and fairly.
Please see our Housing Strategies webpage for details on all our policies, including our:
Competence and Conduct Standard
We are committed to providing services that are professional, respectful and focused on the needs of our tenants. The Competence and Conduct Standard strengthens the expectations placed on social housing providers to ensure that staff and contractors have the knowledge, skills and behaviours needed to deliver high-quality services.
To support this, we have published our:
- Code of Conduct (97 KB) – setting out the standards of behaviour and professionalism expected from everyone who works for or on behalf of the organisation.
- Workforce Development Plan (288 KB) – outlining how we develop, train and support our colleagues to maintain and enhance their skills and knowledge.
- People Strategy (203 KB) – describing our approach to attracting, developing and retaining a skilled, diverse and customer-focused workforce.
These documents demonstrate our commitment to ensuring that everyone who delivers services to our tenants is competent, accountable and treats residents with dignity and respect.
We will continue to review our training, performance and professional standards to ensure we meet the requirements of the Competence and Conduct Standard and provide the best possible service to our tenants.
Have your say
We welcome feedback from tenants on the way our staff and contractors deliver services. Your feedback helps us to recognise good practice, identify areas for improvement and ensure our services meet the standards you expect. If you would like to share your views, please contact us by email at listening@fareham.gov.uk or phone 01329 824360.
You can see how tenant feedback has already shaped this work and find out when the next workshop is here. More information around how you can engage with us to influence our service to you as your Landlord can be found on our Tenant Engagement pages.
How to contact us
Please contact your Neighbourhood Officer on; 01329 236100 or email housing@fareham.gov.uk. You can also call into the Civic Offices and ask to see the duty officer. If you wish to see a particular officer we may ask you to book an appointment by phone or at the Civic Offices.