Standards and compliance

We're regulated by the Regulator of Social Housing (RSH). The RSH sets out a regulatory framework of economic and consumer standards which registered providers must comply with.

Economic Standards

There are three economic standards in place to ensure providers of social housing are financially viable, properly managed and perform their functions efficiently, effectively, and economically.  Further information on each of the standards can be accessed below: 

Consumer standards

On 1 April 2024, four consumer standards were introduced setting out the standards you can expect from us as your landlord.  

Safety and Quality Standard

Landlords must provide safe, good-quality homes and landlord services to tenants.

Tenancy Standard

This standard ensures the fair allocation and letting of homes and outlines how tenancies should be managed and ended by landlords.

Transparency, Influence and Accountability Standard

Landlords must be open with tenants and treat them fairly and with respect, providing clear access to services and a way to make complaints and influence decision-making.

Neighbourhood and Community Standard

Landlords are required to engage with other relevant parties so tenants can live in safe and well-maintained neighbourhoods and feel safe in their homes.

Our Customer Engagement Framework outlines how we aim to meet the consumer standards and deliver positive change for customers and colleagues.

Compliance 

Our Board is ultimately responsible for ensuring that we comply with the Economic and Consumer Standards. Find out more about our:

Regulatory self-assessment

We review our compliance with the regulatory standards each year to ensure we continue to meet the expectations of our customers and stakeholders.

Our most recent assessment was carried out in March 2025 and identified the following areas that we will continue to focus on:

  • Handling of and learning from complaints
  • The quality of our asset and customer data and how this is used to inform service delivery
  • How we communicate with our customers

Our payment performance 2024/25

The chart below shows our monthly payment performance statistics.

The chart below shows the average time taken to make payments.

Notes

  • We are currently unable to publish our statistics in relation to interest payments.
  • Please note that included within these statistics are direct debit payments and payments made on corporate credit cards.
  • It can take up to 10 working days for the supplier to receive payments made on corporate credit cards.

Updated: 03 July 2025