Memorandum of Understanding between the Regulator of Social Housing and the Housing Ombudsman
This MoU sets out the functions of both organisations and describes arrangements in place to work together.
Applies to England
Documents
Details
The Regulator of Social Housing and the Housing Ombudsman Service have different functions but have arrangements in place for the 2 bodies to work together.
The MoU sets out how RSH and the Ombudsman work together and share relevant information. This includes how the Ombudsman informs RSH of potential systemic issues relating to compliance with the regulator’s standards, and how RSH signposts people who want to resolve individual tenant complaints to the Ombudsman.
Regulator of Social Housing
RSH sets both ‘consumer’ and ‘economic’ regulatory standards for registered providers of social housing. The regulator takes a proactive approach to regulating its economic standards with a particular focus on governance and financial viability.
In April 2024, we introduced a new integrated regulatory approach, with proactive regulation of the consumer standards. The regulator does not resolve individual complaints and cannot mediate in disputes between landlords and tenants.
Further information on the regulatory framework and the standards can be found on the Regulatory Standards page.
The regulator’s annual Consumer regulation review sets out its approach to consumer regulation and includes case studies and lessons learned.
Housing Ombudsman
The Housing Ombudsman Service (also known as The Housing Ombudsman) seeks to resolve complaints from residents about registered providers of social housing and some managing agents and private landlords who are voluntary members. It deals with each complaint to find the best outcome for the individual circumstances.
The service supports the resolution of complaints while they are within the landlord’s complaints process. Where disputes remain unresolved, the Ombudsman may seek to resolve them through mediation or it may carry out formal investigations. Depending on the outcome of an investigation, it may include a series of orders and recommendations to resolve the dispute. The service also promotes positive change in the housing sector.
The Housing Ombudsman Scheme, which governs how the service works, was revised from October 2022 with new powers to help improve awareness, accessibility and speed of complaint resolution. It also enables the Ombudsman to be more proactive on systemic issues and broadens the basis on which cases can be referred to the Regulator of Social Housing.
For more information about the Housing Ombudsman’s role, see the About us page on their website.
Contact information
While we have different functions, we have arrangements in place to cooperate and communicate with each other within our legal frameworks. We will signpost people to each other where appropriate. If you are unsure which organisation is the most relevant to deal with your issue, you can contact both organisations at the same time.
Contact the Regulator of Social Housing by:
- phone on 0300 124 5225
- email enquiries@rsh.gov.uk.
Contact the Housing Ombudsman Service by:
- phone on 0300 111 3000 (lines are open Monday to Friday from 9.15am to 5.15pm)
- email info@housing-ombudsman.org.uk
- or visit the Housing Ombudsman Service website.
Last updated 20 September 2023 + show all updates
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Page updated to reflect new provisions in the Social Housing (Regulation) Act.
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MOU updated to reflect the HOS's revised scheme.
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First published.