We’ve achieved the highest possible consumer rating from the Regulator of Social Housing

We’re pleased to share that we’ve been awarded the highest possible consumer rating from the Regulator of Social Housing.

The Regulator has given us a ‘C1’ rating, recognising our commitment to putting you first – listening, learning and working together to shape services around what matters most to you. It reflects how we’re using your feedback to co-design better services for you and your community.

The C1 rating shows we’re delivering good outcomes for customers including the provision of good-quality homes, keeping you safeand giving you meaningful opportunities to have your say.

As part of its inspection, the Regulator also recognised our commitment to openness and customer involvement, acknowledging the ways we keep you informed and engaged in decisions about our services.

Our Customer Voice programme plays an important part in this. Over the past year, we’ve strengthened the ways you can get involved, including through our customer lead groupsand Customer Engagement Framework.Feedback from customers is helping us make improvements to our services and ensuring your views are considered in decisions about homes, neighbourhoods and communities.

Bjorn Howard, our Group Chief Executive Officer, said: “To get the very best in the Regulator’s new consumer ratings is a tremendous recognition of our approach to customer care and the commitment of our teams.

“It’s important that we take the time and effort to properly listen to our customers and learn from them at every opportunity. This engagement is what’s shaped our Customer Voice programme and new framework, delivering enhancements to the services we provide and better outcomes.”

Alongside our C1 consumer rating, we’ve retained our ‘G1’ rating for governance and ‘V2’ rating for financial viability. These ratings reflect that the Group is well run and financially stable, helping us continue to invest in our homes and services and support our customers.

We’re proud to have achieved the highest possible consumer rating, but we know there is always more we can do. We’ll continue listening to your feedback, being open about our performance and working with customers to improve our services. 

If you’d like to share your feedback or get more involved in helping to shape our services, you can find out more about our involved customer groups and the different ways you can have your say here.