Service standards
Source: gov.uk (2025-01-15)

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

This page describes the standards we measure ourselves against when dealing with different types of enquiries and information provision.

We aim to ensure that all enquiries and referrals received by the regulator are handled efficiently and effectively.

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
Communicating with the regulator

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 (https://www.gov.uk/government/organisations/regulator-of-social-housing).

We respond to enquiries and referrals made by landlords, tenants and other stakeholders. More information about how we respond to enquiries and referrals can be found here (https://www.gov.uk/guidance/how-to-make-a-referral-to-us).

Service standards

We have published a set of five service standards (https://www.gov.uk/government/publications/standards-of-service/rsh-service-standards-2019) to give a clear indication of what people getting in touch with the regulator on various matters can expect to happen.

We aim to offer a high level of performance against these standards. You can check how we are doing on our performance data collections page (https://www.gov.uk/government/collections/service-standards-performance-data).

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:
- by responding to our consultations
- by emailing comments or compliments to xxx@xxx.xx (mailto:xxx@xxx.xx)
- telephoning us on xx-xxxx-xxxx
- direct to our staff
Complaints

If we have failed to meet your expectations or you have a complaint about our service, please use our complaints process (https://www.gov.uk/government/organisations/regulator-of-social-housing/about/complaints-procedure).

Appeals against our decisions

If you are a registered provider, please refer to our guidance and appeal form to appeal against our decisions (https://www.gov.uk/government/publications/how-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.

Unacceptable behaviour

The regulator is committed to providing a safe environment for its staff and does not expect them to tolerate unacceptable behaviour. See our approach to unacceptable behaviour (https://www.gov.uk/government/publications/unacceptable-behaviour).

How to contact the regulator

For general enquiries contact the Referrals and Regulatory Enquiries team:

email: xxx@xxx.xx (mailto:xxx@xxx.xx)

phone: xx-xxxx-xxxx

write to:

Regulator of Social HousingLevel 27-8 Wellington PlaceLeeds LS1 4AP

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 (https://www.gov.uk/guidance/regulator-of-social-housing-privacy-notice) to find out more about how we do this.