Registered providers are required to comply with the Home standard. This requires them to provide a cost-effective repairs and maintenance service which has the objective of completing repairs right first time. If the Social Housing Regulator finds that a registered provider has failed to comply with the standard and that there has been, or is a risk of, serious harm to tenants, it can issue a Regulatory Notice and could if appropriate take enforcement action against those providers.
A tenant with a complaint against their landlord should raise it with their landlord in the first instance. Should the complaint remain unresolved tenants can contact a Designated Person (a local housing authority councillor, MP or recognised tenant panel) who has a role in seeking to resolve disputes and complaints. They can also take the matter to the Housing Ombudsman.