Consultation on tenant rights and complaints - our response

02 January 2024

The Department for Levelling Up, Housing and Communities (DLUHC) has consulted on the directions to the Regulator of Social Housing on tenant rights and complaints.

At the NHF, we have worked with our members to submit a response to this consultation, to make sure changes ushered in by the Social Housing Regulation Act work for the social housing sector.

Housing associations are committed to providing safe, quality homes for all residents. That’s why we welcome this consultation on directions that will inform changes made to the Regulator’s consumer standards for housing associations.

A summary of our response 

We welcome this consultation’s aim to require housing associations to make sure their residents know how to make a complaint. We support the rights of residents to have information about their complaints, and the process. 

However, we believe further details concerning the information housing providers are required to provide tenants regarding their rights will ensure a consistent approach is applied across the sector.

We’re also looking for more clarity on the information landlords can give to residents, and more guidance on how to make sure it is accessible.  

We also believe the costs estimated in the consultation have been underestimated, and it will cost more for housing associations to meet the requirements.  

Download our response

We look forward to working with DLUHC in the new year to make sure we achieve the aims of the proposed requirements, while making sure all housing associations can meet them.   

If you have any questions about our response, or would like to tell us your feedback, please don’t hesitate to contact us using the contact details below.