Memorandum of Understanding aims to ensure watchdogs with newly increased powers are communicating effectively
The Housing Ombudsman and Regulator of Social Housing (RSH) have set out how they will work together under the strengthened consumer regulatory regime in social housing.
The two bodies have published a new memorandum of understanding, a statutory document under the Social Housing Regulation Act.
Since April, RSH has been tasked with taking a new proactive approach to consumer regulation, assessing landlords against four new consumer standards and holding them to account by carrying out regular inspections and scrutinising data on tenant satisfaction and repairs. Previously it had been restricted from intervening on tenant complaints, accept in cases which met the high ‘serious detriment’ threshold which has now been scrapped.
The Ombudsman resolves disputes between tenants and landlords but is also permitted to look into the “wider and deeper issues” responsible for complaints. The Social Housing Regulation Act has extended its powers, meaning it is now able to order a landlord to evaluate a particular policy or practice to prevent service failure being repeated.
The MoU sets out a framework to ensure there is clarity around communication, co-operation and information exchanged between the two watchdogs.
It includes commitments on compatible approaches; early communication on issues which might impact each other; signposting; regular meetings, consistency of communication and regular meetings.
The document sets out specific areas of information exchange including the sharing of data on landlords, coordination on specific cases, intelligence on sector risks, and advance notifications of publications and enforcement actions.
Richard Blakeway, Housing Ombudsman, said: “We are both committed to the same objective, which is the long-term improvement of homes and services for residents and the growth of this vital sector.
“Our joint work, offering valuable data, insight, and thematic analysis, underscores a mutual understanding of the sector’s core issues — culture, repairs, and communication.”
>> See also: Evolution or revolution? What new consumer standards mean for RPs
Fiona MacGregor, chief executive of RSH, said: “Each organisation’s role has developed as a result of the Social Housing Regulation Act, which gives us each new powers. In line with our remits, we will look to deliver our new roles in a proportionate way to ensure landlords deliver sustainable improvements where those are needed for the benefit of tenants.
“The updated Memorandum of Understanding gives landlords and tenants clear information about how we work together, in line with our distinct roles.”
The ombudsman earlier this week published a report into how landlords are handling complaints about leaks, drawing on evidence from cases involving 27 providers.
It said: “The themes in this report are clear, including poor diagnosis, excessive delays and a failure to consider vulnerabilities.
RSH yesterday found four social landlords non-compliant with its consumer standards, in its first batch of regulatory judgements under the new regime.
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