Guidance

Information for tenants

This page explains how to complain about a registered provider of social housing and what we do when we receive a complaint.

Our role and objectives

The Regulator of Social Housing is the independent regulator for social housing landlords who are registered with us. We call these landlords “registered providers” and they include housing associations and local authorities.

What we do is set by Government and we are sponsored by the government’s Ministry of Housing, Communities and Local Government.

We have to make sure that:

  • providers of social housing who are registered with us are well-managed and financially stable – this is our economic objective
  • tenants of these registered providers get quality accommodation, have choice and protection, and can hold their landlords to account – this is our consumer objective.

Landlords on our register have to meet a set of regulatory standards covering economic and consumer matters. By law, we can only take action against a landlord when it has made significant, systemic (widespread) failure that breaches the standards we have set.

Although our role is not to resolve individual disputes between tenants and landlords we signpost tenants, or their representatives, who have individual complaints, to the Housing Ombudsman Service.

About the Housing Ombudsman Service

The Housing Ombudsman Service is a free, independent and impartial service dealing with disputes involving tenants and leaseholders of housing associations and local authorities who are registered with it. The Ombudsman also informs us of any potential systemic (widespread) issues it has come across when dealing with individual complaints about a landlord that is registered with us.

How to complain and how we handle the complaints

The pages below explain:

  • how to make a complaint about a provider (including who you can approach for help)
  • what we do when we receive a complaint and how we decide on next steps
  • what you can do if you’re not happy with our decision.

How to complain about a provider or us

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How we handle the complaints and decide on what action to take

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Further information

Our economic and consumer regulation explained

This file is in an OpenDocument format

This file may not be suitable for users of assistive technology. Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

For other information about how to complain about your landlord, visit the pages below:

Published 12 December 2019