The outcomes we must achieve as part of this standard are:

  • Stock quality - We must have accurate, up to date and evidenced understanding of the condition of our homes that reliably informs how we provide good quality, well-maintained and safe homes.
  • Decency - We must ensure that homes meet the Government’s Decent Homes Standard.
  • Health and safety - We must take all reasonable steps to ensure the health and safety of tenants in their homes and associated communal areas.
  • Repairs, maintenance and planned improvements - We must provide an effective, efficient and timely repairs, maintenance and planned improvements service for homes and communal areas.
  • Adaptations - We must assist tenants seeking adaptations to access appropriate services.

Some of the ways we meet this standard include by:

  • Carrying out regular surveys of our homes and buildings to help plan and prioritise the works needed.
  • Ensuring all our homes meet the Decent Homes Standard.
  • Adhering to all health, safety and compliance legislation to keep your home and building safe, including water, gas, building and fire safety checks as required.
  • Providing a responsive repairs service, dealing with emergencies within 24 hours and routine appointments within 60 days.
  • Delivering a ‘right first time’ fix wherever possible.
  • Providing a planned improvements programme covering elements including windows, kitchens and bathrooms.
  • Working with local authorities and occupational health to ensure customers with additional needs receive the adaptations they need to live comfortably and independently in their homes.

You can read more about this standard in this document from the Regulator of Social Housing: Safety and Quality Standard.

Related polices

Customer engagement groups monitoring performance against this standard

Building Safety Forum

The Building Safety Forum is made up of customers who live in our high-rise buildings.

They work with our building safety team to provide feedback and input on building and fire safety works, advice and communication.


Customer Standards Group

Our newly-named Customer Standards Group replaces our former Customer Offer Panel and tracks how we're performing against the new consumer standards.

Working with senior leaders from across Irwell Valley Homes, they drill down into different areas of the organisation to hold us to account and help us understand where and how we can improve.


If you’re interested in joining either of these groups email or call 0300 561 1111.


Other ways we measure our performance against the standard

We measure how we are performing against the standards through:

- Data we collect which monitors our performance.

- Surveys we issue to customers after they’ve received a service from us – our ‘experience surveys’.

- Our annual Tenant Satisfaction Measures survey – this measures against the Regulator’s set of standards and the results are published in June each year. These survey customers’ thoughts about how we’re doing at that point in time, rather than following a service from us.


Executive Director responsible


Team Member Scott

Scott Murray, Executive Director (Homes)

Scott is responsible for the strategic leadership of our homes and properties.

Email Scott