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Regulator investigations into breaches of tenants’ rights increase by 61%
The Regulator of Social Housing (RSH) investigated 61% more housing associations for tenant-related issues last year than the year before, it has revealed.
Figures released as part of the English regulator’s Consumer Regulation Review show that there were 502 referrals of housing associations to the regulator in 2018/19. Of these, 124 cases were escalated up to the highest level and investigated by the regulator, up 61% on the 77 investigations carried out in 2017/18.
The 502 figure for overall referrals was a decrease on the previous year, which saw 543 referrals.
Once a referral is made, the regulator decides whether or not to escalate it to its Consumer Regulation Panel. Last year, 45% of referrals were escalated, up from 38% in the previous year, but the regulator said it did not consider this to be “a material change”.
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After the panel, the regulator may investigate further and in 2018/19 it did this in 124 cases (25%), up from 77 (14%) in the previous year.
In its report, the regulator noted that this was a “significant year-on-year increase”. However it indicated that this was in line with other years such as 2016/17 when 112 cases (20%) were investigated and 2015/16 when 98 (21%) were investigated.
It added: “We do not consider there to have been a material change in the regulator’s thresholds for investigating referrals, but rather we consider the presenting facts on each case before making a decision about whether an investigation is reasonable and proportionate.”
According to the figures, 31% of referrals were from housing associations themselves, down from 48% in the previous year. The regulator said that this was due to the spike in self-referrals following the Grenfell Tower fire that Inside Housing revealed last week.
The regulator also revealed that one in seven self-referrals in the year were made straight after the regulator told the housing association in question that it planned to carry out an in-depth assessment.
It said that associations should “communicate with the regulator in a timely manner in all cases of potential non-compliance with our regulatory standards”.
In the review itself, the regulator called on housing associations to act to ensure all their homes are safe. It also encouraged housing associations to be able to demonstrate compliance with all the regulator’s standards, “including how they engage with their tenants”.
It reminded housing associations that they had to maintain good relationships with their tenants and handle complaints effectively.
Commenting on the review as a whole, Fiona MacGregor, chief executive of the RSH, said that it “reinforces that well-run and well-governed organisations need to have systems in place to listen to and engage with tenants, and to take prompt and effective action when tenants may be at risk”.
She added: “I continue to urge all social housing providers to look at how accountable they are and how they can be more transparent with their tenants.”
