Our expectations for those communicating with the regulator
Updated 7 October 2025
Applies to England
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The Regulator of Social Housing is committed to providing clear and prompt responses to people who make contact by telephone, email, or letter, and to dealing appropriately with information supplied to the regulator about registered providers.
The overwhelming majority of contact with the regulator is positive and often leads to information being shared with the regulator that is relevant to our regulatory function. We are able to answer queries, provide advice and direct referrers to the most appropriate route for addressing their concerns if it is not us.
We operate a policy of making our expectations clear to those who contact us. This includes telling people when we think that their behaviour is placing a greater than usual expectation on the team or is otherwise at risk of being unreasonable or unacceptable in the future.
If we consider a person’s behaviour is unreasonable or unacceptable we will tell them why, and ask them to change it. If the behaviour continues, we may take further action and may restrict the person’s contact with us.
We do not consider behaviour as unreasonable or unacceptable just because someone is assertive or determined. We understand that the circumstances leading to someone approaching RSH may have been upsetting or distressing, and that behaviour may be out of character. However, some individuals who contact us are so angry and/or persistent that their behaviour results in unreasonable demands on, or behaviour towards our staff. The regulator is committed to providing a safe environment for its staff and does not expect them to tolerate unreasonable or unacceptable behaviour, including:
- any form of behaviour that could be considered aggressive, abusive, offensive or threatening – this could include (but is not limited to): threats; personal insults; derogatory or discriminatory remarks; unsubstantiated allegations; publishing pictures or any other personal data of or about staff, however obtained, without the express consent of the individual; publishing audio or video recordings of staff, however obtained, without express consent of the individual; requests for irrelevant information (such as where the staff member is located); or anything that causes staff to feel afraid, threatened, or abused.
- behaviour that makes unreasonable demands on our staff – this is behaviour that impacts on the regulator’s work because of the amount of information sought or provided, the nature or scale of service expected, or the regularity or quantity of approaches made. This could include (but is not limited to): unreasonably making repeated phone calls, emails, or letters; repeatedly changing complaints or raising unrelated concerns (although genuine new concerns or evidence will be properly considered); persistently and unreasonably complaining about multiple or individual staff members; persistently and unreasonably refusing to accept decisions; persistently refusing to accept explanations of the regulator’s role; continuing to pursue a matter which has been properly considered without presenting new relevant information.
If the regulator considers that a person’s behaviour is unacceptable, we will tell them why, and will ask them to change it. If the behaviour continues, we will take further action and may restrict the person’s contact with us.