Guidance

Standards of service

The service standards you can expect from the Regulator of Social Housing.

We will:

  • ensure we are responsive to individual and organisational needs
  • communicate in the most effective way
  • value feedback
  • minimise burdens on those we regulate
  • provide relevant and up to date information
  • be clear in our expectations of you

How we communicate

We aim to provide you with clear information, advice and guidance. This may be through:

  • letters
  • emails
  • phone calls
  • information on our website
  • face to face conversations with registered providers

Information we provide

We provide information, advice and guidance to providers in many ways. All of our published information can be found on our website.

We also provide a responsive service, through our Referrals and Regulatory Enquiries Team to ensure that all enquiries received by the regulator are handled efficiently and effectively.

Further information on the standards we measure ourselves against when dealing with different types of enquiries and information provision can be found in the Regulation service standards.

Regulation service standards

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Links to further information on our statutory processes and other services are available on our Regulation homepage.

Our approach to regulation and compliance

We follow government guidance and best practice to deliver better regulation and we will minimise as far as possible the regulatory burden on those we regulate. Registered providers of social housing must meet our Regulatory standards. These standards, the codes of practice and guidance on how we will carry out our regulatory role are outlined in the Regulatory Framework.

Full details of our regulatory approach, our approach to compliance, our risk assessment framework and our approach to enforcement can be found in Regulating the Standards.

Feedback on our service

We value comments from you to help us make sure that our service is meeting your needs. We would like to hear from you whether your experience of us has been good or in need of improvement. You can provide feedback in the following ways:

Complaints

If we have failed to meet your expectations or you have a complaint about our service, please use our complaints process. We will aim to respond to your complaint within 20 working days.

Appeals against our decisions

If you are a registered provider, please refer to our guidance and appeal form to appeal against our decisions.

We will acknowledge that we have received your appeal and will then set a date for the appeals panel to meet. It will meet in private and look at your appeal submission and any material provided by the decision maker. We will send you a response to your appeal within 5 working days from the date of the appeals panel.

Service standard performance data

See our performance data page to check how we are doing.

Our approach to unacceptable behaviour

The regulator 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. In light of that commitment, the regulator will consider the substance of any information supplied to it regardless of the behaviour of the person supplying it. However, the regulator also has a duty to protect its staff and ensure that it can continue to function within its available resources. This statement therefore sets out the regulator’s approach the few individuals whose actions or behaviour we consider unacceptable and do not expect our staff to endure.

We do not consider behaviour as unacceptable just because someone is assertive or determined. We understand that the circumstances leading to someone approaching the regulator 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 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; rudeness; unsubstantiated allegations; 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.

How to contact the regulator

For general enquiries contact the Referrals and Regulatory Enquiries Team:

email: enquiries@rsh.gov.uk

phone: 0300 124 5225 (option 2)

write to:

Regulator of Social Housing
1st Floor, Lateral
8 City Walk
Leeds LS11 9AT

On request, the regulator will make reasonable adjustments to these contact options in accordance with its duties under the Equalities Act 2010.

Privacy notice

The regulator is committed to protecting your privacy and the security of your personal data. Please read our privacy notice to find out more about how we do this.

Published 8 April 2015
Last updated 8 November 2016 + show all updates
  1. Standards of service page updated for further clarity (8 November 2016).
  2. First published.