By Alistair McIntosh, HQN CEO

Well done to the RSH! They have published 19 inspection reports in just one week. Rachel Reeves wants to see better productivity and the RSH is stepping up. It did help to boost the numbers that L&G sets itself up in such a way that it needs seven separate inspections. The key points that split the C1s from the C2s and the C3 are set out below. We’ve kept it brief as the risk is that we can’t see the wood for the trees this week.

To start with here are a few comments:

Well done to Guildford, who climbed from C3 to C1. As Kate Dodsworth says: “Guildford Borough Council is a strong example of how landlords can work with us to put things right.” HQN saw firsthand how the team at the council worked relentlessly to clear the problems that led to C3.

It was a big day for the Hyde Group. They scored C1 in their own right and played a part in L&G securing C1, too. Hyde owns Pinnacle, who act as managing agents for L&G. On top of that, Arhag – which faces a litany of problems according to the RSH – will be joining the group shortly. It’s great to see a housing association growing for the right reasons. I’ve just walked through Hyde Village in the spring sunshine, and the staff are hard at work cleaning and gardening.

Housing Solutions also scored C1 and is growing too. Earlier this year they took over 267 homes from L&Q. The C1 rating came as no surprise to HQN. We were mightily impressed by the calibre and zeal of the team while the quality of reporting on safety stood out. For me, the RSH should only allow C1 organisations to buy homes from others.

The C rating can have a knock-on effect on the G rating. Connexus scored C3 and dropped to G2 due to “serious failings around Connexus’ understanding of the condition of its homes and of tenants’ diverse need”. As C3 is a fail, you might expect that. But C2 can have consequences too.

Karibu’s weaknesses on health and safety and lack of stock knowledge contributed to C2 and G2. It was a similar story at C2/G2 Unity, where the RSH wasn’t convinced that the repairs service was yet on the right lines despite the appointment of a new contractor. There’s no quick get-out-of-jail card. By way of contrast, Your Group scored C2 but kept G1. The RSH could see that the repairs service was getting better, but “more time [is] required to show sustained improvements”. Many who have been through inspection stress that the RSH insists on “embedded” improvements.

So, congratulations to all of the C1s. And Guildford has shown that with hard work, a sensible improvement plan, plus, of course, the right resources all of us can climb to C1.

Who scored C1? The honours went to Connect, Golding, Guildford Borough Council, Housing Solutions, Hyde, L&G (seven times) and Westward.

Common attributes across the C1s include:

• Accurate, up-to-date data on all homes based on physical surveys now (or in very near future) – surveys must incorporate the Housing Health and Safety Rating System (HHSRS) – and C1 landlords act on the results
• Managing damp and mould effectively – meeting Awaab’s Law
• Evidence that systems in place to ensure health and safety of tenants in homes and communal areas
• Effective, efficient and timely repairs and planned improvements
• Repairs service tailored around diverse needs of tenants
• Tenants treated with fairness and respect
• Tenant feedback/challenge used to improve services
• Handling complaints fairly, effectively and promptly
• Using learning from complaints to improve services
• High levels of satisfaction (not mentioned in all reports).

C1 isn’t perfection. As the RSH strapline puts it: “The landlord has demonstrated that it identifies when issues occur and puts plans in place to remedy and minimise recurrence.”

In the press release announcing the latest batch of results, Kate Dodsworth says: “A C1 grading means landlords are meeting the minimum standards we expect, so there is always room for improvement even in landlords with the highest grade.”

The RSH report for Hyde notes improvements made to:

• The repairs service (comprehensive review)
• Dealing with ASB (service re-design, new case-handling system and re-structure)
• Complaint handling (increased resources and capacity) – “but needs to continue to assure itself on how well these improvements align with tenant perceptions and experience”.

Guildford has yet to survey all its homes – but will get to 100% this year then keep up to date with a rolling programme

“Guildford is on target to meet the Decent Homes Target by the end of 2026.”

Who crossed the line to C2? Here we find Arawak Walton, Karibu, Leeds City Council, Unity and Your Housing Group.

This rating is compliant but there are a range of shortcomings that hold these landlords back for now. It does vary from landlord to landlord. But if you have any of these weaknesses it’s a good idea to fix them as fast as you can.

• Insufficient data on stock condition – ensure homes funded via private finance initiative (PFI) get surveyed too
• DHS failure rate of e.g. 9%
• “Limited assurance that … repairs service is effective, efficient and timely”
• Inconsistent approach to tracking and reporting of remedial actions on safety
• Missing safety checks (e.g. 9% overdue electrical checks) – where no access is the issue, this report by HQN may help Social landlords face complex ‘no access’ challenges as new safety laws raise the pressure – research – HQN
• “Relying on a limited pool of engaged tenants”
• Significant increase in complaints
• “Improvement is required where third parties have responsibility for the safety of communal areas”
• ASB cases not dealt with inside target timescales
• Gathers data on diverse tenant characteristics but doesn’t use it to tailor services.

Then we have Connexus at C3. This is a bitter disappointment to me as I was the Tenants’ Friend on the South Shropshire stock transfer. The board made a pact with tenants, and they must stick to it. Anyway, here’s the RSH charge sheet:

• Didn’t know enough about its homes and potential hazards
• High proportion of complaints about repairs
• Didn’t know enough about tenant characteristics to reliably “deliver fair and equitable outcomes for tenants”
• Engagement is mainly via “a small group of highly involved individuals”

Connexus has plans to get back on track by, for example:

• “Accelerated programme of surveys”
• “New digital and technology solutions” to improve repairs service.

There’s a way to go. The RSH finds that on complaints, “Improvements in processes, resourcing and oversight have been put in place but have not yet led to significant improvements for tenants”. Hence the RSH will “actively engage” with Connexus to keep the pressure on.

Looking at the Connexus site today you can find their self-assessment against the Standards. It’s glowing…