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.
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 June 2026, 77% of our homes have had a Home Condition Survey within the last five years, up from 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 are changing how we manage enquiries through our Contact Centre and local teams to help residents get answers more quickly. This includes 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.
We are also improving 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 Q1 performance
The period April-June 2026 has been a time of change as we introduce a new complaint handling process and system. While it is still early in the transition, we are pleased to see some initial improvements. A key focus remains improving the timeliness of complaint handling and keeping residents better informed throughout the process. The new approach will help us to:
- Communicate more regularly with residents to ensure we fully understand their complaint and keep them informed until it is resolved.
- One end-to-end complaint case reference for each stage, ensuring complaints are fully tracked from start to finish.
- Easier management of complaints that cover multiple issues, ensuring we respond fully to every aspect of the complaint.
- Automated triggers will flag deadlines and service-level performance, helping us respond within the required timescales.
How are we performing?
Making changes can have an impact on performance while teams are trained and coached in new ways of working. To minimise disruption, we are phasing changes through the process and continuing to focus on responding to residents as quickly as possible.
By the end of June 2026:
- Stage 1 acknowledgements within 5 days improved from 87% in March to 95% in June.
- Stage 2 acknowledgements within 5 days reduced from 88% in March to 77% in June.
- Stage 1 resolutions within 10 days (or within 20 days if extended) have improved from 49% in March to 58% in June.
- Stage 2 resolutions within 20 days (or within 40 days if extended) have fallen back slightly from 77% in March to 72% in June.
We are encouraged by the improvements in stage 1 performance, particularly the progress in acknowledging complaints more quickly. We recognise that further improvement is needed, particularly in stage 2 performance, which remains a key area of focus.
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.
