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Hearing the Tenants Voice in the Regulation of Housing Association in Wales


Who Regulates Housing Associations in Wales?

Housing Associations in Wales, also known as ‘Registered Social Landlords’ (RSLs), are regulated by The Welsh Government’s Housing Regulation Team.
The aim of regulation is to protect Tenants and Investment in Welsh Housing Associations.

The work of the Regulation Team is overseen by the Regulatory Board for Wales (RBW)


What is the Regulatory Board for Wales (RBW)?

The Regulatory Board for Wales (RBW) is independent and made up of key housing figures from across the UK.

The purpose of the board is to examine the regulatory performance and activity of the Welsh Government and the housing sector.

Understanding and hearing the views of tenants of housing associations is important to the Board and the Regulation Team so that tenants’
concerns and interests are reflected in their work.

They want to be able to find out about tenants’ priorities and concerns generally and views on important priority areas such as value for money.

They also want feedback from tenants across Wales regarding their broad satisfaction with their housing association’s services & tenant engagement.

The Regulatory Board want to build a picture of tenants’ general views over time and hear if regulation is working from a tenants’ perspective.

The Board it is not able to deal with specific complaints from tenants, these should be dealt with via the landlord’s complaints policy or through the Public Service Ombudsman for Wales -


How will the voice of tenants be heard by the RBW?

To gather tenants views the Board and Regulation Team are working with TPAS Cymru who will use a range of ways for tenants to be engaged.

These will include gathering tenant views at regional tenant networks and events; focus groups and forums to discuss specific issues.

TPAS Cymru have also set up the new ‘Tenant Pulse’ – a survey community where tenants can give their views by email or post.

‘Tenant Pulse’ is free to join and for each survey completed members are entered in a prize draw.

To join ‘Tenant Pulse’ follow the link on the website or contact TPAS Cymru for a paper application
or for the information in different format/languages (02920 237303)

How the Tenant voice in regulation is working is being monitored through a ‘Making it Work’ Steering Group, made up of members of RBW, Regulation Team, Regulatory Advisory Group and TPAS Cymru.


Further information

Further information about Housing Association Regulation in Wales is available following the links below:



The Moving on Project 

Unemployed and 18+? 

Need help writing a CV, applying for jobs or wanting to gain new skills? 

Join our free project The Moving On Club. 


We can support you to improve your skills, confidence and independence. 

We can also help you to find a volunteer placement or a paid job depending on where you’re currently at and where you would like to go.

The Moving On Club is a fun, flexible project that works with individuals to follow their own path.  


We have a range of courses such as Confidence building, Assertiveness, Basic Welsh and Spanish, youtube lead dance sessions, Developing Interview Techniques plus many more.

  • If your 25+ call or text for: Madison 07866108346
  • Or 18-24 call or text: Joshua 07799647537
  • Or email: This email address is being protected from spambots. You need JavaScript enabled to view it.

The courses will be held at our office;

5-6 Queen Street, Carmarthen. 

Refreshments, biscuits and smiles provided

For further information or for a referral form please contact:

This email address is being protected from spambots. You need JavaScript enabled to view it. or This email address is being protected from spambots. You need JavaScript enabled to view it.

01267 266927






Customer Services - Your first point of contact! 

We Customer Advisors are your first point of call.

You’ll find us in reception, at the other end of the phone or responding to your email. Here, to assist with any query you may have. 

Trained to deal with rent, housing or maintenance related issues, you can be sure that we will do our very best to resolve any problem that may occur. 

The team was formed to improve the service provided to you. We as individuals and as a team are committed to delivering an accurate, efficient and friendly service to all our customers. Working to save you time, and to do all we can to assist you to resolve most issues in one call.

We recognise that you can’t always get hold of your Housing and Maintenance Officers as they are often out and about doing home visits and working within your community.

Whilst we are your first point of contact, we will be sure to refer you onto your Housing and Maintenance Officer where necessary, who will endeavor to call you back at a mutually convenient time.

All of us Customer Advisors are currently doing a recognised Chartered Institute of Housing training course.

We are also constantly looking for ways to improve our service to you. So please feel free to send us your suggestions on how you think your Customer Service Team should work, I would love to hear from you. 

Just ring us on 01267 232714 or email us on This email address is being protected from spambots. You need JavaScript enabled to view it.



Shelter Cymru 50 + Advice

Free advice on housing and related issues for the over 50s in Carmarthenshire

Cyngor 50+ Advice is an exciting new project, developed by Shelter Cymru. Funded by the Big Lottery Fund’s Advant AGE programme.

The projects aim is to improve housing conditions for people aged 50+ in Carmarthenshire, housing issues facing older people include difficulty in maintaining homes, issues with paying rent or meeting mortgage payments, changes to benefits or pensions, keeping warm, managing the home, staying independent, housing too large (or too small) and problems with neighbours and landlords. It is a pilot project trialing a new mode of service delivery involving volunteers from local communities.

So, if you are over 50 and live in Carmarthenshire and need to discuss housing, welfare benefits or money issues, please ring Shelter cymru on 01267 225936 for a chat or to arrange a face to face appointment or email them at This email address is being protected from spambots. You need JavaScript enabled to view it.

Drop in sessions

Please note that Shelter Cymru staff/volunteers are only available at the venues on the dates and times stated and venue staff cannot deal with enquiries about the service.All sessions are 10.00 am to 1.00 pm. 

All venues have disabled parking and are wheelchair accessible. Some venues do not have staff or a reception area so blind and visually impaired people may wish to ring to make an appointment to ensure they are greeted.

We provide drop in sessions at the following community venues across the county. Alternatively you can contact us by phone 01267 225936 or by email  This email address is being protected from spambots. You need JavaScript enabled to view it. . Sessions are 10.00 am to 1.00 pm except in Llanelli where it is 1.00 pm to 4.00 pm.

We also do other events in various parts of the county which people can attend.  Please see the above calendar for details.

Tuesdays once a month 10.00 am to 1.00 pm.  Appointments only.  Swn-y-Gwynt Resource Centre, Tir-y-Dail Lane SA31 3AS.  Disabled parking.  Buzz for entry.

Tuesdays once a month 10.00 am to 1.00 pm.  Ammanford Pensioners Hall, Quay Street, Ammanford SA18 3EN.  Off-street parking including disabled parking to front of building.  Level access throughout building.

First and Third Wednesdays 10 am to 1 pm. Wesley Methodist Church, Cambrian Place, Carmarthen SA31 1QG. The church is behind Boots. Disabled parking is available at a charge in St Johns public car park with dropping off/picking up directly outside the church.  Level entrance.

Second and Fourth Fridays (except in May) 1 pm to 4 pm. Age Cymru Sir Gâr, 8 Murray Street, Llanelli SA15 1DZ, disabled parking at front (on request), shallow ramp.

*If you have a housing emergency whilst the office is closed, ring 0845 075 5005