What the inspection involved and our grades reflect
The regulator carried out an in-depth inspection in the latter part of 2024, up until March this year.
The regulator’s team observed a board meeting and Joint Estates Panel, spoke to tenants, held meetings with our team and reviewed an wide range of documents.
G1 grading – Governance
We’re meeting the regulator’s governance requirements. We’ve provided evidence of effective governance arrangements, and continue to effectively manage risks, allowing us to deliver our objectives.
The regulator judged our board to be skilled, independent and effectively managing and scrutinising our financial position and performance.
V2 grading – Viability
We meet financial viability requirements and have the financial capacity to manage a reasonable range of adverse scenarios.
The regulator confirmed the risks we must manage, including the delivery of our development and regeneration programme. It also observed the increased investment we’ve made into existing homes, including work to meet energy efficiency targets and fire safety regulations. Although this investment limits our performance in the short term, longer-term improvement relies on institutional investment to manage the future debt requirement.
C1 grading – Consumer
These standards focus on how we serve tenants as consumers. We’ve demonstrated that we identify when issues occur and put plans in place to remedy and minimise the chance of recurrence.
This includes:
Health and safety assurance
- We’ve provided evidence that we have robust systems in place to ensure tenant safety in homes and communal areas
Property condition and maintenance
- We understand the condition of your homes
- We maintain up-to-date information to identify and address potential issues proactively
- We use data to guide investment decisions and maintain safe, quality homes
- Your homes comply with the Decent Homes Standard
Repairs and maintenance
- We provide an effective, responsive service that considers urgency and tenant who need extra support
- We’re taking steps to further improve our repairs service quality and resident outcomes
Neighbourhood and community
- We work with partners to deter and tackle anti-social behaviour and hate incidents
- We’ve demonstrated fair and transparent housing allocation and lettings
- We supports tenants to sustain their tenancies
Transparency, influence and accountability
- We have a well-established resident engagement framework that empowers tenants to influence and scrutinise services
- Resident voices are reflected in our strategies, policies, and decision-making
Equity and inclusion
- We use resident data to understand and meet diverse needs
- We make sure information about our performance and services is accessible
- We treat residents with fairness and respect
- We takes specific actions to ensure equitable outcomes
Complaints handling and service improvement
- We regularly review complaint data and learn from outcomes
- We use insights to improve services and tenant satisfaction
