27 Jan 2021
The fourth topic in our series of blogs and webinars drilling down into the details of the Social Housing White Paper (published November 2020), is focused on new consumer regulation. Chapter four of the white paper is titled ‘to be treated with respect, backed by a strong consumer regulator for tenants’ and begins by explaining that unlike the successful economic regulation regime, the current regime of consumer regulation is not strong enough to ensure that social landlords deliver to the expectations of the new charter. The proposals aim to establish a new consumer regulation function, within the regulator of social housing (‘the regulator’), that is proactive and holds all landlords to account for the services they deliver.
Take away headlines are:
These changes will not be able to happen overnight. Some will require primary legislation and, as acknowledged in the chapter, extensive engagement with the sector will be needed to get this right and develop a workable regime. There is a welcome expectation that the regulator will need to consult with landlords and tenants thoroughly. It is vitally important that the details are in place to ensure that changes to consumer regulation are meaningful and enforceable and that metrics are outcome focused and more relevant to residents’ actual experiences. The regulator has a big task ahead of them to scale up to this enhanced role and new responsibilities. They will need the ‘tools for the job’ to do this, both in terms of resources and people with the right skills.
In our upcoming webinar 'What does the charter for social housing say about consumer regulation?', we'll be joined by Will Perry, director of strategy at the regulator of social housing, to discuss the contents of the white paper in relation to consumer regulation, the changing role of the regulator, and answer your questions about the proposals. Join us then.
Hannah Keilloh is a policy and practice officer at the Chartered Institute of Housing. She leads on all policy work surrounding planning. Hannah is member of the Royal Town Planning Institute.