The Scottish Housing Regulator (SHR) are the independent regulator of Registered Social Landlords and local authority housing services in Scotland. They protect the interests of tenants, people who are homeless, and others who use social landlords services. They were established on 1st April 2011 under the Housing Scotland Act. (add link to the Housing Scotland Act 2010)
Their statutory objective is to safeguard and promote the interests of:
- tenants who live in homes provided by social landlords
- owners who received services from social landlords
- people and their families who experience homelessness and seek help from local authorities
- Gypsy/Travellers who can use official sites provided by social landlords
They will use their legal powers if required to protect the interests of tenants and service users. You will find a link to how we regulate here.
The Scottish Housing Regulator expect social landlords to make it easy for tenants and other service users to talk to them and get the information they need about the service they provide and decisions they make.
Sometimes you might have a problem with a social landlord. SHR does not deal with individual complaints. So, if you have a complaint about a social landlord that relates to you or your home, you should:
Step 1: Follow Spire View's complaints procedure in full
Step 2: If the complaints procedure ends and you are unhappy with how it dealt with it, you can contact the Scottish Public Services Ombudsman (SPSO). You will find their details below.
Scottish Public Services Ombudsman (SPSO), Bridgeside House, 99 McDonald
Road, Edinburgh, EH7 4NS
0800 377 7330
www.spso.org.uk
If your complaint is upheld by the SPSO, we will be made aware of this and we will speak with the social landlord about this.
For information on how to report a significant performance failure to the SHR, click here.
Serious concerns
However, if you are a tenant of a social landlord, and the specific complaint affects a group of social landlord tenants; you can also take a third step.
• Step 3: You can report the issue to us. More information on this found here.
Regulatory Framework
The Regulatory Framework is the Statement of Performance of Functions and sets out how the Regulator will regulate registered social landlords’ and performance of housing activities, financial well-being and standards of Governance. The Regulatory Framework was first implemented in April 2019 and an updated version published on 1st April 2024.
Annual Assurance Statement
Every year, we must submit an Assurance Statement to the Scottish Housing Regulator which details how we are meeting regulatory requirements. You can view our latest statement here.
What is The Scottish Social Housing Charter and What is mean for Customers?
The Charter sets out the standards and outcomes that all social landlords should aim to achieve when performing their everyday housing activities and is a way of measuring how social landlords are performing and how they are meeting the needs of their customers. The Charter was developed in consultation with the Scottish Housing Regulator, tenants, representative bodies, homeless people, other stakeholders and social landlords and was approved by the Scottish Parliament in March 2012. The Charter promotes customer involvement and customer satisfaction. More information found here.
Annual Return on the Charter
Our latest Annual Return on the Charter (ARC) is available here. This gives you information on our performance during 2023/24.You can find out more information and also compare our performance with that of other housing associations by checking out the Scottish Housing Regulator’s website.
We are keen to hear what you think of the report and our performance so please contact us with your views.
