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Social housing regulatory information

Regulator of Social Housing

We are regulated by the Regulator of Social Housing as a social housing landlord.

The Regulator of Social Housing has implemented a regime of assurance and inspection of social housing landlords to ensure compliance with legislation and standards.

If a landlord identifies that they are not complying with the required standards, they are expected to report this to the regulator, so they can investigate the issue and take the appropriate action. Other parties such as tenants and the Housing Ombudsman can also report concerns about potential breaches of legislation/standards to the regulator.

The regulator routinely inspectd all large social housing providers to monitor their compliance with their standards. Routine inspections take place every 4 years.

Further information about the Regulator of Social Housing can be found on their website

Tenant satisfaction measures

As part of the regulator’s commitment to improve transparency within the social housing sector, all large social housing providers collect and report on a set of tenant satisfaction measures each year.

The tenant satisfaction measures are used as a measure of how landlords are performing and how satisfied tenants are with their services. There are 10 performance management areas which are calculated by the landlord, and 12 tenant satisfaction areas which are calculated by a survey of tenants. Landlords do not have to survey all of their tenants, but if they chose to only survey some, they have to demonstrate to the regulator that the tenants who have responded are representative of all of their tenants.

The regulator publishes all tenant satisfaction measures results, to allow tenants to compare their landlord's results against others.

Housing Ombudsman Service

The Housing Ombudsman Service is an impartial service available to all social housing residents for support them to resolve disputes with their landlord.

The Housing Ombudsman Service can provide information and advice to social housing residents, to assist with the early resolution of disputes, without the need to have already entered the landlord’s complaint process.

Membership to the Housing Ombudsman Service is compulsory for all social housing landlords, who must also adhere to their complaint handling code.

If you have exhausted our complaints process and remain dissatisfied, you can ask the Housing Ombudsman to investigate your complaint. They will request any supporting information from each party and provide a written outcome afterwards.

The Housing Ombudsman Service works closely with the Regulator of Social Housing, to ensure that social housing residents are able to access their landlord’s complaint process, and can investigate any concerns about potential systemic failings and report these to the regulator for further action, where required.

Further information about the Housing Ombudsman Service can be found on their website: