Regulator of Social Housing received nearly 1,000 referrals over consumer standards in 2023-24

In its latest annual review of consumer regulation work, the RSH revealed that it investigated 217 referrals during the year and found nine landlords not meeting the consumer standards. This was down from 13 in 2022-23.

A majority of the referrals (58%) came from individuals. This was followed by self-referrals from registered providers (16%) and other reports (13%). Self-referrals from local authorities accounted for 3% of the total.

RSH said the proportion of referrals relating to each of the consumer standards had remained relatively consistent since the previous year. As in past years, the Home Standard was the consumer standard that was most often cited in referrals, representing 53% of all referrals considered at Stages 2 and 3.

The Tenant Involvement and Empowerment Standard was the next most frequently cited standard, accounting for 34% of cases in the year. Referrals which related to the Neighbourhood and Community Standard and the Tenancy Standard represented a smaller proportion of RSH’s work.

RSH said the report reinforced several important points for landlords. They must:

• meet all health and safety requirements to keep tenants safe
• know the condition of tenants’ homes and have accurate, up-to-date data on them
• have an effective complaint handling process in place
• engage effectively with tenants and treat them with fairness and respect
• refer themselves to RSH when they find a material issue, or a potential material issue, so it can be resolved promptly if required

The report covers the year before RSH began its new regulatory approach and relates to its previous consumer standards. However, the findings and learnings are still highly relevant in the context of the new standards, the regulator suggested. 

Fiona MacGregor, Chief Executive at RSH, said: “Landlords must take their responsibilities seriously and provide safe and decent homes for their tenants, and treat them with fairness and respect. As the cases in this review show, some landlords have failed to do this.

“We have now started our proactive regulation of the consumer standards, including our programme of inspections, which will help to drive landlords to deliver long-term improvements. All landlords should consider the important lessons in this report as part of their ongoing work to improve tenants’ homes and services.”

The full report, ‘Consumer Regulation Review 2023 to 2024’, is available here.

Harry Rodd