Who is Responsible for Consumer Standards?

At English Rural, we are committed to meeting the Regulator of Social Housing’s Consumer Standards and ensuring our residents can hold us to account.

Oversight of these standards is shared between our Board and senior leadership team.

• Philip O’Dwyer, Chair of the Audit & Risk Committee, is also our Lead Member Responsible for Complaints. He ensures that lessons from complaints and resident feedback are reported to the Board and used to improve how we deliver our services.

• Kathryn Harrison, our Resident Services Director, is the Senior Officer Responsible for Complaints and day-to-day compliance with the Consumer Standards. She oversees how we respond to residents, monitor performance, and embed service improvements.

This governance structure ensures clear accountability, transparency, and continuous improvement across all areas of our work, in line with the expectations of the Regulator and the Housing Ombudsman Scheme.