Regulator of Social Housing Inspection

Overview

In April 2025, we received our first grading from the Regulator of Social Housing (RSH) following an inspection in January 2025.

View the full Regulatory Judgement (opens new window)

We were given a C2 rating, which means there were no serious failings, but we needed to improve in some areas.

Since then, we have been delivering an Improvement Plan, and services are now improving and becoming more stable.

Regulatory judgement improvement plan

What the Regulator found

The Regulator spoke to tenants, staff and councillors, and reviewed how we deliver services and make decisions.

They found strengths in how we keep residents safe, work with communities, and involve tenants. They also identified areas where we need to improve, particularly making sure we have a complete and up-to-date understanding of the condition of all homes, and improving the consistency and quality of some services.

What we needed to improve

The Regulator identified 13 areas for improvement. The main ones were:

managing damp and mould more effectively
making sure repairs are completed on time
reducing the time it takes to re-let empty homes
making policies and information easier to access and understand
improving how we handle complaints and learn from them
making better use of information about tenants' needs
having a full and up-to-date picture of the condition of all homes

What we've done

We have made strong progress across these areas, with improvements now part of how we deliver services every day.

Here are some of the key improvements:

repairs performance has improved, with fewer delays and more work completed on time
damp and mould cases are being dealt with more quickly, with better tracking and oversight
around 98% of homes now meet the Decent Homes Standard, with plans to reach 100% by April 2027
we have surveyed around 87% of homes, helping us better understand their condition
complaints are being handled faster and more customers are satisfied with the way they are handled
more policies and information are now available online, with clear summaries to make them easier to understand
we've introduced a "You Said, We Did" approach so you can see how feedback leads to changes
we are improving the information we hold about tenants to better understand and support their needs

How we are working with the Regulator

We meet with the Regulator every three months to review our progress. These meetings help us show what we've improved, get feedback, and agree what more needs to be done. Our Improvement Plan has been updated over time based on this feedback.

We also share updates with councillors, tenants and staff, and publish information so you can see how we are performing.