About

The social housing sector owns more than 4.4 million homes across England, and according to the English Housing Survey, nearly one-third of social renters have considered raising a complaint against their landlord. Of those who did file complaints, almost two-thirds were dissatisfied with the responses they received.

The new consumer standards framework gives the Regulator of Social Housing stronger powers to hold landlords to account and make regular inspections. To prepare for this, the Regulator has run a series of consumer inspection pilots with housing associations and local authorities to test and refine its approach before wider roll-out. The new Regime started in April 2024 and the results of these inspections are now being announced.

During this session, you will hear from one of the first registered landlords to be awarded the C1 rating under the new consumer standards and a Local Authority involved in the pilot inspection programme. This meeting has been organised to help you get a deeper understanding of the inspection process, the outcomes and lessons learned and what that might mean for your organisation, but most importantly what social landlords can expect and should therefore do going forward. You should feel better equipped and more confident in your approach to this new regime.

During this session, we aim to address:

- Complaint handling techniques to ensure honest and constructive communication with tenants
- Providing responsive and accessible landlord services in accordance with the regulator inspection framework
- Discussing experience of the inspection and advice for proactively rectifying concerns
- Adopting a whole-tenant community approach to empowering and engaging residents