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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

How the Regulator of Social Housing works

Watch more helpful videos that explain how the Regulator of Social Housing (RSH) works on GOV.uk below.

How RSH works on GOV.uk

Inspections and stability checks

The RSH conducts inspections of Citizen every four years, unless an earlier review is necessary. Our latest inspection took place from March to June 2025, during which we received a rating of:

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

The RSH also conducts a stability check each year as part of its proactive regulation of the sector. Our last stability check, published in December 2024, confirmed our G1/V2 rating. Find out more about our ratings on GOV.uk.

The Social Housing Regulation Act 2023

The Social Housing Regulation Act 2023 gives the Regulator of Social Housing stronger enforcement powers by allowing them to carry out proactive inspections to ensure:

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

The Act 2023 puts the regulation of consumer standards on the same footing as economic regulation of social housing.

It also made compliance with the Housing Ombudsman's Complaints Code mandatory.

Our Consumer Standards lead

The Regulator of Social Housing (RSH) requires social housing providers like us to have a consumer standards lead who makes sure we’re compliant.

This includes assessing whether there is a risk that we might fail to comply and notifying the RSH of any material issues. Our consumer standards lead is our Chief Operating Officer, Madeleine Nelson.

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 within five working days and will investigate your concerns. 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 *

Which Consumer Standard do you believe Citizen are not complying with? Please select from the list of standards

Safety and Quality Standard

Transparency, Influence and Accountability Standard

Neighbourhood and Community Standard

Tenancy Standard

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: