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How we're regulated

As a registered social housing provider, we’re regulated to ensure our services meet certain standards. Find out more now, plus how to report a non-compliance issue.

Regulator of Social Housing

Citizen’s main regulator is the Regulator of Social Housing (RSH), which sets the required standards for all registered social housing providers.

The RSH standards cover:

economic regulation, i.e. governance, financial viability, rent setting, value for money
consumer regulation, i.e. safety and quality, transparency, influence and accountability, neighbourhood and community and tenancy

You can watch helpful videos that explain how the RSH works on GOV.uk below.

Find out how RSH works

Stability checks and inspections

The RSH complete a stability check each year. Our last stability check was published in December 2024, and confirmed our G1/V2 rating.

RSH also completes an inspection of Citizen every four years, unless there is a need to complete this sooner.

Our most recent inspection was completed between March and June 2025 and we were rated:

G1 for Governance (G)
C1 for consumer (C), our first time rated against this standard
V2 for Financial Viability (V)

Find out more about our ratings on GOV.uk.

The Social Housing Regulation Act 2023

The Social Housing Regulation Act 2023 came into effect in April 2024. It gives RSH more power to ensure tenants are:

living in a safe, decent home
treated with respect
listened to and taken seriously
able to hold us accountable when things go wrong.

You can find out more information on the consumer standards on the GOV.uk website through the links below:

Report a consumer standards issue

You can report a Consumer Standards issue to Madeleine Nelson by completing the online form below. We’ll acknowledge your report of potential non-compliance within five working days and will investigate whether a breach has occurred. We’ll contact you to tell you the outcome of our investigation and any action taken.

Name *

Address Line 1 *

Address Line 2

Postcode *

Phone *

Email *

Please give details including which required outcome or specific expectation from the consumer standards your concern relates to and why you believe citizen are not complying: