Dear Customer

We'd like to share the results of our recent regulatory assessment conducted by the Regulator of Social Housing (RSH). We believe in being transparent with you about how we're performing and where we need to improve.

What is a Regulatory Assessment?

The Regulator of Social Housing regularly inspects housing providers like us to ensure we're meeting important standards in how we operate and serve our residents. These assessments look at three key areas:

Consumer Standard - This measures how well we deliver services to you, including home quality, repairs, resident engagement, and complaints handling.
Governance Standard - This evaluates how well we're managed, including our leadership, decision-making processes, and overall organisational effectiveness.
Viability Standard - This assesses our financial health and sustainability to ensure we can continue providing services long-term.
Each area receives a rating that indicates how well we're performing.

Why these assessments matter

These assessments help ensure that we're providing you with good quality homes and services. They help identify areas where we need to improve and hold us accountable to you, our residents. Good ratings also help us secure funding and resources to better serve your needs.

Our recent results

Following an assessment earlier in the year, the ratings awarded for Community Housing are :

Consumer Standard: C2 (First Grading)
Governance Standard: G2 (Downgrade)
Viability Standard: V2 (Unchanged)

What this means

We're disappointed to have missed the highest rating (C1) for the Consumer standard and to have received a downgrade in our Governance rating. Our Viability rating remains stable, which confirms our ongoing financial stability.

The Governance downgrade relates to some internal processes that we identified ourselves and reported to the regulator. We already have plans in place to address these issues.

Our commitment to you

We're committed to making improvements quickly to provide you with the best possible service. We'll be:

• Working closely with the regulator to address their recommendations.
• Involving customers in our improvement plans.
• Keeping you updated on our progress.
• Continuing to deliver essential services while we make these improvements.

We value your input and feedback as we work to improve. If you have any questions about what this means for you or would like to get involved in helping us improve, please contact our Customer Engagement Team by calling 0300 003 5454 or email customerengagement@communityhousing.co.uk.

Matt Cooney , Chief Executive

To read the full judgment on the Regulator of Social Housing's website  click here