Our regulatory performance
Read about our Regulator of Social Housing (RSH) inspection and the improvements we’re making.
In 2025, we received our first grading from the Regulator of Social Housing (RSH) under the consumer standards. We are proud to be graded as fully compliant, with scores of Viability (V1), Governance (G1) and Consumer (C2).
A C2 grade means we are fully compliant, but the regulator would like us to work on some key areas to improve outcomes for residents.
Visit the Regulator of Social Housing
Over the next few months, we are working towards a C1 grading - the highest consumer standards rating - by focusing on:
1. Home condition surveys
These are the surveys we need to do in your home every five years to help us to plan long term repairs.
What we are doing
We're improving access to homes for Home Condition Surveys through a targeted non-access pilot, helping us complete more surveys and build a better understanding of the condition of our homes.
As at 30 September 2026, 81% of our homes have had a Home Condition Survey within the last five years, up from 77% in June, and 72% in March 2026.
2. Complaints handling
We are working to respond to complaints more quickly, communicate more clearly and tackle the issues that cause complaints in the first place.
In 2025/26, we received 61.9 stage 1 complaints per 1,000 tenant homes and 64.6 stage 1 complaints per 1,000 shared ownership homes, in line with Tenant Satisfaction Measures (TSM) reporting.
Responding more quickly
Residents have told us that waiting too long for a response to an enquiry is a major source of frustration.
We have improved our timeliness of responses through our Contact Centre so that we are responding to residents more quickly than we were at the start of the calendar year. Further initiatives include giving residents more direct access to the right teams and having more colleagues in our communities to help resolve issues.
We are also putting a greater focus on keeping residents informed. Better, more timely communication can help us resolve issues earlier and improve residents’ experience of our services.
Tackling the cause of complaints
We also know that service charge queries and properties with a managing agent are a large source of complaints. We are creating a new managing agent service to improve residents’ experience, particularly when dealing with service charge queries.
As part of our plan, we have:
- improved our service charge letters to make them clearer
- trained additional resources to meet the increase in enquiries following service charge mailings
- increased the visibility of enquiries and complaints so that emerging themes and concerns can be more easily identified.
We continue to improve communication about repairs appointments, including where work cannot be completed at the first visit, to make the process easier for residents.
What we are doing
2026/27 Quarter 2 performance
Between July and September 2026, we successfully completed a phased transition to our new complaint handling process and system, which has been supported by comprehensive training for our teams and improved reporting.
As expected, changing how we work has had an impact on performance, which we are addressing now. A phased approach has helped us to improve Stage 1 complaint performance earlier in the summer, enabling us to focus on recovery in Stage 2 early this autumn.
A key focus remains improving the timeliness of complaint handling. It is encouraging to see some early progress from our work. In September, average resolution time for Stage 1 complaints was 16.2 days - more than eight days quicker than last year.
On a monthly basis, we are now seeing complaints acknowledgement performance sustained in the mid-90%s since June for Stage 1 and since August for Stage 2.
How are we performing?
This table shows our performance for each of the past two quarters and gives the year-to-date position to the end of September 2026.
| Performance Indicator | Qtr 1: April-June | Qtr 2: July-September | Trend: Qtr 1 to Qtr 2 | Year-to-date position |
| Stage 1 acknowledgements within 5 days | 67% | 96% | Increased | 83% |
| Stage 2 acknowledgements within 5 days | 82% | 83% | Increased | 83% |
| Stage 1 resolutions within 10 days (or within 20 days if extended) | 52% | 69% | Increased | 61% |
| Stage 2 resolutions within 20 days (or within 40 days if extended) | 72% | 58% | Decreased | 66% |
Our priorities for the next quarter are to consolidate the progress we have made, to further improve performance and to offer residents an improved experience of our service.
We continue to develop smaller-scale initiatives to support continuous improvement.
These include:
- a new Quality Assurance Framework by December 2026 to ensure greater consistency in our complaint responses
- improved forecasting and capacity planning to better manage peaks of work
- additional training for our teams to support the resident experience.
3. Improving communication for disabled residents
We know that disabled residents are more dissatisfied compared to all other residents. In 2025 we worked with a specialist consultancy to better understand the root cause of this dissatisfaction.
This showed us that the core challenge was related to our communication channels.
What we are doing
We are now working with Direct Access, disabled led communication consultancy, who are developing recommendations to improve all our service channels. This includes involving disabled residents throughout the improvement process.
We will track the impact on disabled residents’ satisfaction with our services through our annual TSM reporting in March 2027.
4. Improving satisfaction with the resolution of Anti-Social Behaviour (ASB)
We receive a high volume of ASB reports each year and need to improve our response to these.
What we are doing
We are bringing more resources into each of our regional operating areas to address issues faster. And working with resident groups to provide us with assurance that our improvements are working.
How residents help hold us to account
Our action plans are overseen by our national Residents Committee, who ensure we are involving a wide range of residents to make sure our improvements are working.
We’re also working with specialist consultant Altair to strengthen the range of resident voices to provide feedback and influence decisions - right up to the top of our organisation. Each area of improvement will be assured by a range of resident feedback sources and independently verified.
Check back each quarter to see how we’re moving closer to a C1 grading and improving services for residents.
