Governance and scrutiny

What is governance and scrutiny?
Governance is defined by the Institute for Chartered Secretaries and Administrators (ICSA) as the system of rules, practices and processes by which a company is directed and controlled. Governance ensures that businesses have appropriate decision-making processes and controls in place so that the interests of all stakeholders (customers, shareholders, employees, suppliers, regulators and the community) are balanced.

Scrutiny is a way of giving customers greater influence, the ability to assess the impact of business decisions, and to examine the performance of their landlord. It enables colleagues and customers to work in partnership to achieve better performance and improved services for customers.

We’ve also produced these factsheets to tell you more about governance and customer scrutiny.

Why is governance and scrutiny important?
Your opinion matters – and shapes every decision we make at Catalyst. We want you to tell us more about the ways in which we can involve customers who rent their homes in the governance and scrutiny of our housing management services. This helps us develop our understanding of how we can improve your experience – it’s not only something that we want to do, it’s also a requirement of our regulator.

The Social Housing Regulator, as the overarching regulator of housing providers like us, sets out standards to make sure social landlords like Catalyst involve their customers to improve their services.

Receiving your feedback helps us to:
– Deliver high quality services, recognising the different needs of each local area
– Become the best business we can be, working for the benefit of our customers
– Manage our homes better
– Improve our performance and develop plans for improvements
– Select service partners who deliver key services such as repairs and maintenance on our behalf
– Develop housing policies and strategies

How can I get involved?
You can find out all about how you can get involved with governance and scrutiny, as well as other opportunities by visiting our get involved page

If you’d like to find out more, or want to get involved, please email

Please provide your feedback using this form.