How we work with the Regulator of Social Housing
On this page
Our roles
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.
How we work together
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
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.
Who to contact if you have a problem with your social housing
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
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:
Phone: 0300 124 5225
Email: enquiries@rsh.gov.uk