Regulator of Social Housing
Managed independently by Centre for Effective Dispute Resolution
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.
For those cases that the Independent Complaints Reviewer decides are appropriate for review, they will conduct a review of the papers to consider whether:
- the investigation conducted by the RSH was thorough and fair
- all the relevant facts were taken into account by the RSH
- the conclusions reached (in respect of complaints about the service provided by the RSH) were reasonable and properly explained; and
- the investigation of the complaints about the RSH’s handling of the case was efficient and without any unnecessary delay.
In terms of the process, if a complaint is referred to CEDR for independent complaints review, we will first confirm with the RSH that you have gone through their 2 internal stages. This is usually done within 5 working days. If eligible, we will then send you an Application Form for you to complete and return to CEDR. This form is also accessible via our website. Please provide as much information as possible with your Application Form as it is your responsibility to outline and evidence your complaint about the RSH. CEDR do not request information on your behalf. CEDR then sends the application form to the RSH and their response is then sent to the Independent Complaints Reviewer.
The Independent Complaint Reviewer can make any recommendations as to service improvements for the RSH.
On receipt of the report, the RSH will consider the recommendations made and decide what action, if any, to take. In some instances the RSH can decline to implement the recommendations outlined in the report.
Social Housing Downloads
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.
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.
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.