Press release

RSH publishes implementation plan for new consumer regulation and launches pilot consumer inspection programme

This describes the progress the regulator has already made in gearing up for new consumer regulation, as well as the next steps over the coming year.

From:
Regulator of Social Housing
Published
12 January 2023

The Regulator of Social Housing has today (12 January) published Reshaping consumer regulation: our implementation plan. This sets out the steps RSH is taking to get ready for the landmark Social Housing Regulation Bill, which has nearly finished its passage through Parliament.

The legislation will bring about one of the most fundamental changes to social housing regulation for over a decade. It will set new expectations on the services that landlords need to provide for their tenants, introduce regular consumer inspections of social landlords and give RSH stronger powers to hold landlords to account.

The regulator’s implementation plan describes the progress it has already made in gearing up for new consumer regulation, as well as the next steps over the coming year. Subject to the Bill being passed in early 2023 and receiving the necessary directions from government, RSH expects to implement the new approach from April 2024.

The new approach will include inspecting all large social landlords against the new standards, including housing associations and local authorities, every four years. These inspections will build on the regulator’s experience in carrying out its intensive and challenging in-depth assessments for economic regulation.

To help test the new inspection regime, the regulator has launched a pilot inspection programme. The social landlords included in the initial wave are Bernicia Homes, Brunelcare, Cheshire Peaks and Plains, Eastbourne Borough Council, Folkestone and Hythe Borough Council, Guinness Housing Association and Torus62.

To prepare for new consumer regulation, RSH has already:

  • engaged with thousands of tenants to understand the issues that matter most to them, and used this feedback to inform the emerging plans.
  • published the Tenant Satisfaction Measures that landlords will need to collect from April 2023. This followed extensive consultation, with over 1,000 responses (55% of which were from tenants).
  • started to build additional capacity by recruiting more staff and building the teams that will deliver new consumer regulation. A further recruitment drive will start after the Bill has been passed by Parliament.
  • set out the broad themes of the new consumer standards, which cover safety, quality, neighbourhood, transparency, engagement and accountability, and tenancies.

The next steps over the coming year include:

  • consulting with tenants, landlords and other stakeholders on the consumer standards. RSH plans to launch the consultation by summer 2023.
  • developing the new approach for landlord inspections, including carrying out further engagement with tenants, landlords and other stakeholders.

Fiona MacGregor, Chief Executive of RSH, said:

“We are making significant progress in gearing up for new consumer regulation, which will empower tenants and give us stronger powers to hold landlords to account.

“It is vital that landlords get ready now. Tenants deserve quality services from their landlords, and homes that are safe and of a decent standard. Where there are issues, landlords should act to put things right – before we start carrying out our consumer inspections”.

Notes to editors

  1. RSH set out the broad themes for the new consumer standards in its Reshaping consumer regulation: our principles and approach document (published in November 2021).

  2. RSH promotes a viable, efficient and well-governed social housing sector able to deliver and maintain homes of appropriate quality that meet a range of needs. It does this by undertaking robust economic regulation focusing on governance, financial viability and value for money that maintains lender confidence and protects the taxpayer. It also sets consumer standards and may take action if these standards are breached and there is a significant risk of serious detriment to tenants or potential tenants.

  3. Once the Social Housing Regulation Bill has become law, the government must also issue new Directions to RSH to enable it to deliver new consumer regulation.

  4. For press office contact details, see our Media enquiries page. For general queries, please email enquiries@rsh.gov.uk or call 0300 124 5225.

Updates to this page

Published 12 January 2023