How we’re regulated

To achieve our aim of ending homelessness and rebuilding lives, we offer a wide variety of services. These include accommodation, support, care homes, mental health and substance use support and work, skills and employment training. We also work with national and local government to shape policy and legislation and fundraise to help us carry out our work.

The breadth of our services means we work closely with three regulatory bodies:

Homes and Communities Agency – the HCA regulates our work as a housing association

Care Quality Commission – the CQC regulates the care homes we manage

Fundraising Regulator – the FR oversees our activities as a fundraising charity.

One of our chief values is accountability so we strive to surpass the expectations of the regulatory bodies we work with. However, if you feel that the service we’ve given you hasn’t been to the standard you would expect, we’re always keen to learn from your complaints, suggestions or comments.

Homes and Communities Agency

The Homes and Communities Agency acts as the government's social housing regulator. It provides regular reports on each registered social housing agency in England.

On any one night we provide housing and support to around 2,700 people. We own numerous properties and function as a social landlord, which is why we’re regulated by the HCA.

If you have a question about social housing and how it’s regulated, please see the Homes and Communities Agency’s website.

Care Quality Commission

We run two care homes, regulated by the Care Quality Commission, the independent regulator of health and social care in England:

  1. 53 Chichester Road – Requires Improvement rating, 17 March 2017. Read the report or download a copy.
  2. 2 Hilldrop Road - Requires Improvement rating, 9 June 2017. Read the report or download a copy.

The CQC ensures that services provide people with safe, effective, compassionate and high quality care.

Our care homes aim to provide a long term, secure, and comfortable environment for residents who have been homeless or slept rough during their lives. We recognise that we have work to do to improve our care homes. You can read more about what we're doing on our Care services page.

Fundraising Regulator

As a charity who runs appeals, events and campaigns in order to raise money, we’re registered with the Fundraising Regulator.

The Fundraising Regulator holds and enforces the Code of Fundraising Practice and the Rulebooks for Street and Door Fundraising – the rules that all fundraising organisations are bound by.

Find out more about our fundraising work.

Information Commissioners Office: our obligations as a ‘data controller’

We handle personal data from our clients, supporters, campaigners and staff, so we’re registered as a “data controller” with the Information Commissioners Office (ICO). We have certain obligations for how we handle personal data, ensuring we keep it safe and only share or use it with permission.

We have a privacy and data policy which explains more fully how we handle personal and sensitive information.