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Landlord obligations

Information about Riverside’s responsibilities and customer standards.

What our regulator requires us to do

In England, we’re regulated by the Regulator of Social Housing (RSH). Their role is set by Parliament and they are accountable to Government. The Regulator oversees:

  • Governance of social housing providers
  • Financial viability
  • Value for money

They also set standards for the quality of homes and services. From April 2024, new Consumer Standards will apply.

Liz Fairburn, Chief Customer Officer, ensures compliance with these standards at Riverside.

View our policies

What are the Consumer Standards?

The Regulator has published a Code of Practice to help providers meet the Consumer Standards.

These include: 

Safety and quality standard Transparency, influence and accountability standard Neighbourhood and community standard Tenancy standard

The approach to regulation

The Regulator uses a ‘co-regulation’ approach. This means a landlord’s board is responsible for governance and outcomes, based on evidence. 

Key points
  • Inspections assess compliance with standards
  • Regulatory judgements outline performance
  • Tenant Satisfaction Measures (TSMs) track service quality

From April 2024, judgements will cover Governance, Viability, and Consumer Standards. TSMs must be shared with customers.

The Regulator can enforce compliance through:
  • Performance improvement plans
  • Enforcement notices
  • Unlimited financial penalties
  • Removal or appointment of officers

Riverside Scotland

Riverside Scotland is regulated by a separate body, the Scottish Housing Regulator. Whilst there are differences in how they go about their job, they perform a similar role to the Regulator of Social Housing in England.

Learn more