In April, the Regulator of Social Housing agreed our plan to ensure we regain compliance with their governance and consumer standards, following their routine regulatory inspection last year.
The plan includes 11 workstreams, each with clear outcomes that, once delivered, will enable us to regain compliance with the regulator’s governance and consumer standards.
Several of the workstreams against the consumer standard build on the foundations we’ve already established and on the progress we’ve made so far through our Better Together strategy. They include activities to improve repairs, complaints and how we deal with damp and mould, which we know are areas that matter to you.
We are making steady continuous progress across all workstreams in the regulatory compliance plan and all milestones due in quarter three of 2025-26 have been delivered. This means we have completed over 50% of the milestones in the plan.
Some key achievements this quarter are:
- Following our independent governance review, we have completed 78% of the actions identified in the Board approved action plan to deliver improved governance arrangements across the group.
- The percentage of buildings with both an in-date fire risk assessment (FRA) and no overdue actions has continued to increase, rising to 92.1% at the end of Q3.
- We’ve completed physical assessments (stock condition surveys) on 81.5% of our homes in the last five years (up from just over 50% of our homes at the time of inspection). We are on track to increase this to at least 85% of homes by March 2026.
- An external review confirmed that our new policies and procedures, put in place to improve our oversight and reporting for buildings that are managed by third-party managing agents are robust and set out clearly how data will be collated and non-compliance will be managed.
- We have seen improvements in complaints handling performance, both in terms of the timeliness of our responses at Stage 1 and Stage 2 and in Housing Ombudsman outcomes. We have also co-designed a complaints survey with residents to help provide a clear picture of their complaints experience.
You can read more about the progress against each of the workstreams in our plan on the regulatory compliance page.
