Consumer Regulation Review – July 2022

It doesn’t feel like two minutes since the last blog we did on the consumer regulation review, and the RSH is back with a bang! Another review filled to the brim with key lessons, case studies and reviews of the key standards that registered providers (RPs) must follow. We are nearing closer to the proactive management of RP's by the RSH and as such, its as important as ever to be clear on what you need to do and the lessons you can learn from those who didn’t maintain their obligations.

We know how busy the sector is right now, so to save you some time, we have listed below the key questions you need to be asking yourselves in response to the review.

Key Questions for Providers:

1. Do you have Good Governance and Leadership? These areas are vitally important to good quality service.
   Whilst this seems obvious, a lack of governance and leadership within RPs isn’t uncommon – after all there are so many shifting priorities. Here is your reminder to review your governance structure and leadership teams to ensure they are fit for purpose, as the consumer review states, it is tempting for well run organisations to think they wont breach the consumer standard!
   
   
2. Do you operate effective engagement with tenants? This will help landlords prepare for proactive consumer regulation.
   The RSH is already partly reliant on tenants to refer their landlord, in instances where a standard may have been breached. Tenant engagement is one of the most effective ways to determine if your approach to managing properties and tenant safety is cutting the mustard – we can all attest to the fact that if tenants aren’t happy, they will happily let us know.
   
   
3. Are you confident that you provide quality accommodation which is safe and well managed?
   It is vitally important that you are reviewing and improving your stock condition information, ensuring that your properties meet the home standard, are safe for tenants to live in (free from hazards such as damp and mould) and meet the relevant compliance requirements. It is particularly important to consider your vulnerable tenants and how issues associated with the safety and management of their property may impact them.
   
   
4. Do you have reliable data and a clear oversight of compliance?
   It wouldn’t be a Pennington Choices blog if we didn’t mention the importance of reliable data! This is the most pivotal area that underpins your entire compliance approach. Without quality, reliable data, you cannot have full assurance that you are keeping tenants and visitors safe.
   
   
5. If you are working at a Local Authority, are you confident that you are complying with the consumer standards?
   Of the eight breaches of the consumer standard in 2021-2022, five were made by local authorities. The consumer regulation review states that regardless of whether housing is managed directly by the local authority or there are other management arrangements in place, the elected officials and senior leaders of the local authority have a responsibility to ensure their organisation is meeting the consumer standard.
   
   

If you are having trouble answering any of the above questions, or would like an informal chat about how to boost your compliance approach, contact consultancy@Pennington.org.uk for more information!