Consumer upgrade for housing association
Summary
The Regulator of Social Housing has upgraded East Midlands Housing Group to a C1 consumer grade after finding improvements in tenant engagement, customer service and complaints handling. It also published a first consumer grade of C2 for Lancaster City Council, noting weaknesses in safety and quality, transparency and accountability, and a backlog of repairs that is being addressed.
Why it matters
These judgements highlight the regulator’s focus on tenant safety, repairs performance and resident engagement, all of which can affect the condition and management of social housing stock. Surveyors working with registered providers or local authorities should note the emphasis on evidence, repair backlogs and tenant data in assessing compliance and service quality.
Key points
- East Midlands Housing Group moved from C2 to C1 on consumer standards.
- The upgrade followed improved tenant engagement, customer service and complaints handling.
- Lancaster City Council received an initial C2 consumer grade.
- RSH identified weaknesses in the Safety and Quality Standard and the Transparency, Influence and Accountability Standard.
- Lancaster City Council has a repairs backlog and limited tenant diversity data.
This is an RPSA summary of a publicly available article. The full content remains with the original publisher.
