Can we help you?
The TSA Customer Service Team is here to help you as much as we can, but to save you time, we have answered some frequently asked questions below. If you can't find what you are looking for here, you can email enquiries@tsa.gsx.gov.uk or phone 0845 230 7000 (choose option 1).
If we are unable to help, where we can, we have given contact details of organisations which will be able to give you further advice.
Please be aware that there are a number of questions that we will not be able to answer because the TSA does not cover that particular area of housing. For example, the investment and development in new social rented housing and housing for sale (previously undertaken by the Housing Corporation) will be carried out by the Homes and Communities Agency. This means that all enquiries relating to finding a home to buy, model leases and funding of affordable housing etc should be referred to: mail@homesandcommunities.co.uk, tel: 0300 1234 500 or see www.homesandcommunities.co.uk.
Frequently asked questions
What is the TSA?
From 1 December 2008 the Tenant Services Authority is the new independent regulator of affordable housing in England. The regulatory functions of the Housing Corporation will transfer to TSA on that date. These relate to the regulation of housing associations. We are currently working to develop a set of standards for the future regulation of the sector. But for the moment we are continuing to use the regulatory framework whose requirements are set out in the Regulatory Code and Guidance established by the Housing Corporation. The relevant regulatory documents will remain on the Corporation’s legacy website so you will be able to continue to refer to them.
Who does TSA regulate?
Initially - for a period anticipated to be until late 2009 - TSA will only regulate Registered Social Landlords (RSLs) and any 'Accredited Managers', inheriting the Housing Act 1996 powers of the Housing Corporation. The intention is that by late 2009 the TSA will regulate under its powers in the Housing & Regeneration Act 2008. Subject to further debate in Parliament it is expected that by April 2010 TSA will regulate all social housing providers, including local authority landlords and Arms Length Management Organisations.
What has happened to the Housing Corporation?
From 1 December 2008 the Housing Corporation will no longer exist. It has been replaced by two new organisations – the Tenant Services Authority (see TSA above) and the Homes and Communities Agency (HCA). The HCA is the new national agency leading the delivery of homes and regeneration in England. It inherits the investment functions of the Housing Corporation as well as the responsibilities, skills, expertise and resources of English Partnerships and a number of delivery activities of Communities and Local Government (CLG). The HCA also includes the Academy for Sustainable Communities.
How can I contact a housing association?
Our List of housing associations includes details of the registered offices and correspondence offices of organisations registered with the Corporation. Most of these are also members of the National Housing Federation, which represents the housing association sector.
How can I complain about a housing association?
The first step is to contact the association and try to sort out the problem directly with them. All associations registered with us must have procedures to deal with complaints from residents fairly and effectively. Ask a member of the association’s staff for details of the complaints procedure. Further information is given in our leaflet ‘Putting Things Right’.
TSA does not normally investigate tenant or leaseholder complaints or get involved in disputes between an association and an individual or group of complainants. However, we might investigate a matter directly with an association if we’re concerned about a specific issue or if we see any patterns or trends appearing in the complaints received. In these circumstances we will look at overall performance matters and will not resolve or report back on individual or group complaints. All complaints, including those about service charges, repairs and maintenance must be taken up directly with the housing association.
What can I do if I am not happy with the service I have received from TSA?
TSA is committed to providing a high quality service. We hope that you are pleased by the service you have received from any team or individual working at TSA. However if you think that we have not dealt with matters fairly or properly there is information to explain how you can let us know.
How can I complain about my rent or service charges
TSA does not set levels of rent or service charges. Tenants of landlords registered with the TSA who are unhappy with the levels of rent set by their landlords should take this up directly with the landlord. The Rent and Property Tribunal Service may be able to help depending on the sort of tenancy you have. 0845 600 3178 www.rpts.gov.uk. Leaseholders can also contact LEASE on 0845 345 1993 www.lease-advice.org.
How can I find out who owns a specific property?
TSA is not able to provide this information. You may be able to find out the information from the Land Registry www.landregistry.gov.uk.
How can we register as a housing association?
Details of how to become a Registered Social Landlord - the legal term for an organisation registered with the TSA - are available on our How to register with us.
Does the new legislation change the process for getting consent to disposals?
Yes, the new legislation restricts the requirement for consent to social housing dwellings only. We have revised all the forms and given a new general consent. Also, TSA has taken over from CLG the responsibility for giving consent under s.133 HA 1988. The changes are explained in a new version of "Disposing of Land" to be found on the Consents for disposals section.
Where can I find TSA publications?
All current publications are available on this website, and there is also a list of documents that are new on this website. If you have a problem accessing these or any other information on the site, please contact us and we will try to provide the information in an appropriate format.
Can I link to the TSA website?
Yes. You do not have to ask specific permission to link directly to any information that is hosted on our site. However, we do not permit our pages to be loaded into frames on your site. The TSA pages must load into the user's entire window.
How can I find a home to rent?
The TSA is the regulator of housing associations but does not own or manage property. You are advised to contact your local council housing department for help and further housing advice. You can also find out the names and addresses of housing associations from our website and can contact the associations directly but you may need to be nominated by your local council.
Information on housing for elderly people is also available from the Elderly Accommodation Counsel at www.housingcare.org or contact their FirstStop advice line on 0800 377 7070 www.firststopcareadvice.org.uk
Where can I find out information on buying a home?
The Government has introduced a range of low-cost home ownership products branded as HomeBuy to help first-time buyers get a foot on the property ladder. Details of these schemes are available from the Homes and Communities Agency: mail@homesandcommunities.co.uk, tel: 0300 1234 500 and www.homesandcommunities.co.uk.
Where can I find about the Right to Acquire and Right to Buy
You should contact your landlord for information and to find out whether you are eligible to take part in these schemes.
How do I apply to be put on your waiting lists?
TSA is not a landlord and has no involvement in the allocation or letting procedures of housing associations. You can find out the names and addresses of housing associations on our website - give link - and should contact the associations directly. You are also advised to contact your local council housing department for help and further housing advice.
Where do I get help and advice about eviction?
Information on your rights and responsibilities is given in the Residents’ Charter. TSA is unable to intervene in the legal process or offer legal advice but you can seek legal guidance and help from:
National Citizens Advice Bureau 020 7833 2181 www.nacab.org.uk
Advice Guide: www.adviceguide.org.uk
Shelter: Tel: 0808 800 4444; www.shelter.org.uk
Independent housing advice centres may also be able to help.
Where can I find out information on Performance Indicators?
The 2008 performance indicators were published by the Housing Corporation in November 2008 and are available on the Corporation's site. Previously the PIs have been posted to an externally hosted website, however this site will close at the end of December hence the PIs for 2008 (and comparative 2007 data) will be hosted on the Housing Corporations own website for this year.
How can I access the Public Register?
Members of the public can view or request extracts of the Public Register by contacting the Registry Unit or by emailing enquiries@tsa.gsx.gov.uk.
How can I obtain copies of the Annual Accounts, Registration Certificates, and Governing Instruments?
Members of the public can obtain this information by contacting the Registry Unit or by emailing enquiries@tsa.gsx.gov.uk.