GovWire

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 regulators 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 line with current legislation, the consumer standards are regulated reactively with a focus on potential systemic failings. From April 2024, we are are introducing 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 regulators 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 landlords 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 Ombudsmans 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.