We accept the Regulator’s findings and acknowledge that we have not fully met the new consumer standards in these areas.
We are committed to making the necessary improvements as quickly as possible by working together with tenants and the Regulator as quickly as possible.
- Housing Health and Safety Rating System (HHSRS) surveys
HHSRS surveys are what we use to assess, identify and protect against any potential risks and hazards to health and safety in properties taking account of any individual household needs.
We recognise we need to improve the accuracy of how we record the condition of your home by ensuring HHSRS assessments are consistently included, in addition to the other surveys that we do. We will continue to work with the Regulator as we undertake surveys to ensure we effectively understand the quality of homes and how the data generated can inform our improvement programmes.
We have also appointed a contractor named Rapleys to undertake these surveys which started in July 2025. Tenants will receive more information when we write to you to arrange your survey, which is also known as a Home Improvement Survey
- Knowing our tenants
We need to improve the data we hold about tenants so that we have a better understanding of their diverse needs. This is important so that we can deliver fair and equitable services.
We are working with tenant engagement experts Accuity, who are currently undertaking a tenant survey on our behalf. We will work with tenants to make sure we regularly capture data to ensure we consistently provide a range of accessible information which includes digital and non-digital channels. To learn more about our approach to providing services we set out what you can expect through our Local Standards. More information can be found in our Local Standards document.
- Tenant engagement
We understand how meaningful tenant engagement can make a positive difference in how we deliver our services, and we recognise that we are not currently using tenant engagement enough. We have a Tenant Engagement Strategy in place and will be working on this further to ensure tenants are involved in scrutinising our performance and influence how our services are delivered. This will be achieved through our Choices for Voices, a menu of opportunities to get involved in a range of different ways. More information about these opportunities can be found on Tenant Engagement.
During July and August, we will be working together with TPAS, the Tenants Participation Advisory Service, who are England’s leading tenant engagement experts to review our current approach and to advise us what more we can do to ensure tenants have meaningful opportunities to engage and be involved.
We also recognise that further improvement is needed in the reporting of complaint handling for engaged tenants. We will be reviewing how we communicate our complaints process to ensure it is more open and transparent.