Letter to landlords - Making information available for tenants and service users about landlord performance and the Regulator’s work
Dear colleague,
As you will be aware, we wrote to all landlords in June 2024 regarding the key information we require you to make publicly available and to ask for your assistance in making sure your tenants and service users have access to relevant information about regulation. I am contacting you again to ask for your assistance to ensure that your tenants and service users continue to have access to the information they need.
We require each social landlord to make certain information publicly available to its tenants and service users, one straightforward way to do this is to publish the information on your website. This includes:
- your Annual Assurance Statement;
- your Engagement Plan;
- our report on your performance (our Landlord Report);
- information on how to make a complaint; and
- information on raising serious concerns with us, including our leaflet.
We carried out a review of Registered Social Landlord and Local Authority websites and as set out above, we wrote to the sector about the findings in June 2024. This review aimed to find out what information was made available digitally for tenants and service users in line with the requirements set out in our Regulatory Framework. We found generally positive results across the sector.
In July 2025, we developed a project with our Tenant Advisors as a follow up to our previous review to determine tenants’ experiences of finding this key information. Our Tenant Advisors reviewed the websites of 33 landlords, with a mix of Registered Social Landlords and Local Authorities.
The results of this recent exercise showed a mixed picture. Tenant Advisors could find complaints procedures on most landlord’s websites but some key documents – such as landlord’s Engagement Plans and information about Serious Concerns and Annual Assurance Statements were much harder for the Tenant Advisors to locate.
It is important to note that these findings reflect the tenant experience, and whilst some of this information may indeed be published, the findings indicate the accessibility challenges the Tenant Advisors experienced and highlight potential barriers for other tenants and service users when trying to find important information on landlords’ websites.
However, it is important that tenants and other service users can access the information they need quickly and easily.
So, we would ask landlords to again review their websites to ensure key information is easily available to tenants and other service users. This should include:
- your Annual Assurance Statement;
- your Engagement Plan;
- our report on your performance (our Landlord Report);
- information on how to make a complaint; and
- information on raising serious concerns with us, including our recently updated leaflet on this.
Landlords could consider, for example, ensuring clear and simple navigation to important information and having information in places users would expect to find it.
We plan to revisit this exercise with our Tenant Advisors in future to test improvements in accessibility and availability of this key information.
Thank you for your assistance. Please contact your Engagement Plan lead officer if you have any questions about this letter.
Kind regards,
Helen Shaw
Director of Regulation