How we work with the Regulator of Social Housing

We are 2 separate organisations that help make sure social housing is good quality and residents are treated fairly.

The Housing Ombudsman Service

We investigate complaints from residents living in social housing. We can only help if your complaint is not resolved through the landlord’s complaints process.

Our Complaint Handling Code helps improve landlord complaints procedures. We share learning from complaints with the sector by publishing reports and decisions to prevent service failures being repeated

The Regulator of Social Housing (RSH)

RSH focus is at landlord level, setting standards which state the outcomes that landlords must deliver. RSH work to ensure a viable, efficient, and well governed sector for landlords to improve the quality of homes and services they deliver.

More information about RSH and how it works is available on its website.

Watch their videos at how RSH works - GOV.UK

We will:

• tell each other about issues that might impact the other organisation at an early stage
• help people contact the right organisation when they have an enquiry
• meet regularly to discuss shared interests, including meetings at various levels of seniority, to discuss shared interests
• help people understand what each of us do
• be clear when we talk about each other’s roles

Read our full agreement

We tell the Regulator about serious or repeated problems in a landlord’s complaint handling. We will also let them know if landlords do not follow our Complaint Handling Code.

First, you should talk to your landlord about the problem. If they do not put things right or you do not think they have taken the right action, you can make a complaint.

Contacting the Housing Ombudsman Service

Contact us if:

• you have complained to your landlord but are not happy with their answer, or they have not replied to you
• you have been through both stages of your landlord’s complaint process and still need help resolving the complaint

Contact us

Contacting the Regulator of Social Housing

Contact the Regulator if:

• you're worried about the way your housing provider is being run
• you think your landlord is not delivering the outcomes of RSH’s regulatory standards

Regulator of Social Housing:

RSH website

Phone: 0300 124 5225

Email: enquiries@rsh.gov.uk