RSH service standards 2025
Updated 15 January 2025
Applies to England
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Service standard 1: general enquiries
Within 5 working days we will EITHER send a final response;
or
send a holding response, stating that we will provide a response within 15 working days of receipt of the initial enquiry.
Service standard 2: NROSH+ queries
Resolve queries within 5 working days
or
send a holding response, stating that we will provide a response within 15 working days of receipt of the initial enquiry.
Service standard 3: referrals made to the regulator by landlords
Within 5 working days of receipt we will acknowledge receipt of the information and confirm that we are treating it as a self-referral.
Within 25 working days of receipt of the initial referral, we will send a response confirming whether the regulator intends to engage further or take further action.
Service standard 4: other referrals made to the regulator
Within 5 working days we will send a response explaining what the regulator will do with the information received.
This service standard excludes referrals made by the Housing Ombudsman where alternative arrangements are in place.
Service standard 5: preliminary assessment of registration applications
Within 15 working days of receipt of payment from the applicant, the regulator will complete its initial assessment of the preliminary application and share the outcome with the applicant.