Curious about what a focus on consumer regulation backed by consumer metrics might look like? Look no further than Scotland. With the introduction of the Housing (Scotland) Act 2010, the Scottish Housing Regulator was given the statutory duty of protecting the rights and interests of tenants, homeless people and applicants. Kirsty explains how, since then, the Regulator has used satisfaction and performance data, collected annually, to shape its engagement with the sector and to provide tenants with the tools they need to hold their landlords to account. She also explores how the best social landlords transparently report data to facilitate tenant scrutiny.
The webinar originally broadcast on 4 May 2021. The slides and a recording or the session are available below.