Our regulatory grading

The Regulator of Social Housing (RSH) sets standards for social housing providers in England. 

 Its Governance and Financial Viability Standard looks at how well organisations are run and if they are financially viable.  

Following a review by the regulator, we were given a grading of G3 / V2 (January 2024). 

This grading showed that whilst we met the regulator’s financial viability requirements (V2), we needed to make significant improvements to our governance arrangements (G3) to fully comply with its Governance & Financial Viability Standard. This is for areas relating to business planning, risks and controls, and data.  

Prior to the review, our grading had been G1/V2. 

What are we doing to improve? 

We have been working closely with the regulator to develop an Improvement Plan to address the governance issues identified in our regulatory judgement.  

The plan sets out 9 key areas of focus: 

  1. High quality data 

  1. More effective financial governance 

  1. Stronger risk management  

  1. Confident business planning  

  1. Stronger board effectiveness 

  1. Improved repairs and complaints services  

  1. Effective management of complex buildings 

  1. Accurate rent and service charge setting 

  1. Improved commercial processes. 

Our Improvement Plan builds upon important service changes that we’d already recognised were needed as early as 2023, having listened to the feedback of our customers. 

As a result, we have been accelerating the implementation of a wide range of service improvements. Customers have been involved in shaping these changes and will continue to be. 

Our grading does not affect any of our services to customers nor the communities we serve, and we continue to deliver our day-to-day operations as normal. 

How are we doing?  

We are making good progress with our efforts focused on improving services for customers and returning to a fully compliant regulatory grading as soon as possible.  

Some key changes and improvements we’ve made to date include: 

  • Better diagnosis of repairs as they come in, faster turnaround times and greater focus on maintenance to reduce the number of repairs requests over time. Read more

  • Introduction of a live-tracking system for repairs which provides updates and sends customers text updates before their repairs appointment. Read more

  • Launched a new dedicated Anti-social Behaviour Team along with new technology and training to make it easier to report ASB online. Read more  

  • Completed fire safety inspections in 100% of buildings over 18 metres. Read more

  • Set up an Enhanced Housing Management Team to focus on ensuring the safety of high and mid-rise buildings. Read more

  • Expanded our team of surveyors and contractors specifically to address damp and mould issues, and accelerate our programme of works. Read more 

How long will the improvements take to deliver?  

Our Improvement Plan is being delivered over a 2 year period (2024-2026), and we have set a target date of 2026 for returning to a fully compliant regulatory grading.  

More information  

You can find out more about the improvement projects we’re undertaking by taking a look at our News section. 

We also continue to share updates on our progress through our customer newsletter Home.