What is the Regulator of Social Housing Scheme?

The Independent External Complaints Review Service operated by CEDR Services, forms part of the Regulator of Social Housing (RSH’s) approach to handling complaints about RSH.

The Independent External Complaints Review Service operated by CEDR Services, forms part of the Regulator of Social Housing (RSH’s) approach to handling complaints about RSH.

The steps you must take before submitting a complaint

Step 1.

Is managed by the team at RSH to which the complaint relates. You should complain no later than 3 months after you became aware of the problem, or should reasonably have become aware of it.

Step 2.

If you’re unhappy with the way RSH handled your complaint at stage 1 you can escalate it to their legal services team as an independent review of the original complaint. This should be within 3 months of receiving a response to stage 1.

Step 3.

If you’re still unhappy with RSH’s response you can refer it to us and we will carry out an independent review. Complaints that are referred to CEDR later than 3 months after the RSH's final response to the complaint cannot be dealt with. If you are still not satisfied, you can ask your MP to take your complaint to the independent Parliamentary and Health Service Ombudsman to review the handling of your complaint.

Things we cannot assist with

  • Complaints that are referred to CEDR later than 3 months after the RSH’s final response to the complaint;
  • Complaints about the services provided by social landlords;
  • Complaints which have not exhausted the RSH’s complaints procedure (except where it is agreed to fast track the complaint to stage 3);
  • Complaints seeking to challenge the RSH’s regulatory judgments (as opposed to the decision making process resulting in regulatory action);
  • Complaints which, in the opinion of CEDR, are more appropriately dealt with by a court, regulatory body, or other formal process;
  • Complaints that are the subject of an existing or previous valid application made under the Scheme;
  • A dispute which has been or is the subject of court proceedings or an alternative independent procedure for the determination of disputes (unless such proceedings or alternative procedure have been abandoned, stayed or suspended);and
  • Complaints that CEDR considers to be frivolous and/or vexatious.

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