Standards of service

The service standards you can expect from the social housing regulator.

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

How to contact the regulator

For general enquiries contact the Referrals & Regulatory Enquiries Team:


phone: 0300 1234 500 (option 2)

write to:

Homes and Communities Agency
1st Floor, Lateral House
8 City Walk
Leeds LS11 9AT

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 & 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:

If we have failed to meet your expectations or you have a complaint about our service, please use our corporate complaints procedure. 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.

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.