Policy paper

The charter for social housing residents: social housing white paper

Sets out the actions the government will take to ensure that residents in social housing are safe, are listened to, live in good quality homes, and have access to redress when things go wrong.

• From: Ministry of Housing, Communities & Local Government (2018 to 2021)
• Published: 17 November 2020
• Last updated: 22 January 2021 — See all updates

This was published under the 2019 to 2022 Johnson Conservative government

Applies to England

Documents

The charter for social housing residents: social housing white paper

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The charter for social housing residents: social housing white paper

PDF, 11.1 MB, 76 pages

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The charter for social housing residents: social housing white paper - accessible version

PDF, 3.08 MB, 75 pages

The charter for social housing residents: social housing white paper - large print version

PDF, 6.68 MB, 161 pages

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The charter for social housing residents: social housing white paper - easy read version

PDF, 4.98 MB, 20 pages

Details

This white paper builds upon the proposals set out in the social housing green paper and review of social housing regulation: call for evidence.

As part of the social housing white paper package we are launching a domestic smoke and carbon monoxide alarm consultation seeking views on proposals to extend the Smoke and Carbon Monoxide Alarm (England) Regulations 2015.

The white paper is introducing a new charter for social housing residents which 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 access to help, if you want it, for you to learn new skills 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.

Published 17 November 2020
Last updated 22 January 2021 + show all updates

1. 22 January 2021

   Added easy read version of the charter for social housing residents: social housing white paper.

2. 17 November 2020

   Added html version of the white paper.

3. 17 November 2020

   First published.