East Midlands Housing (EMH) Group has been upgraded from C2 to C1 by the Regulator of Social Housing (RSH), it has been announced.

EMH previously had a consumer grade of C2 from an inspection completed in November 2024. Subsequent responsive engagement with the regulator focused on the delivery of its improvement strategy.

As a result, EMH demonstrated it had strengthened its arrangements for ensuring that tenants’ views are considered in strategic decision making about how landlord services will be delivered.

There have also been improvements in its customer service and complaints handling, which have led to a reduction in the number of complaints.

EMH also has a governance grade of G1 and a financial viability grade of V2.

In a statement, EMH said: “Our pathway to C1 project, established following the inspection, has led the way in delivering significant improvements for our residents and we are proud of the positive impact it’s made.

“This is reflected in our recent Tenant Satisfaction Measures, as well as the development of a stronger resident voice, including the establishment of the Resident Influence Committee (RIC) as a sub-committee of the group board and the appointment of Andrew Murtha, the chair of the RIC, to the group board to ensure genuine resident influence at the highest level in our decision-making process.

Andrew Murtha added: “For me, C1 is the result of a journey that has transformed the way EMH works with its residents. Over recent years we have strengthened the role of the Resident Influence Committee, improved how resident feedback is evidenced and acted upon, and developed a culture where challenge, collaboration and co-production are valued.

“This recognition matters because it reflects the progress made in embedding resident influence throughout the organisation. However, C1 is not the destination. It is a milestone on our continuing journey to build even stronger relationships with residents and ensure their voices help shape every aspect of what we do.”

Meanwhile, RSH has also published a first consumer grade for Lancaster City Council of C2 following inspection.

RSH identified some weaknesses in Lancaster CC delivering the outcomes of the consumer standards, showing improvement is needed, specifically in relation to the outcomes in the Safety and Quality Standard and the Transparency, Influence and Accountability Standard.

Lancaster CC is broadly delivering repairs in a timely way for its tenants, though RSH found it had a backlog of repairs. A plan was in place to complete most of the overdue repairs by the end of November.

Lancaster CC demonstrated a respectful and positive culture towards tenants, and engaged tenants told RSH that they felt listened to and valued. However, the local authority does not have comprehensive information about the characteristics and diversity of its tenants, restricting its ability to deliver fair and equitable outcomes.

RSH Deputy Chief Executive, Kate Dodsworth, said: “Understanding tenants is fundamental to effective social housing. Landlords can only deliver fair, accessible and accountable services when they understand the diverse needs of their residents and use that insight to shape decision-making and improve outcomes.”

Councillor Caroline Jackson, leader of the city council and cabinet member for housing, said: “We welcome this inspection and the constructive feedback it provides. The C2 verdict is a great outcome and testament to the excellent work across our Housing service.

“We are already taking action to address the areas identified for improvement, including embarking on a tenant census to help us understand our tenants needs and have made good progress since the regulators visit in reducing the outstanding repairs noted.

“We see this as an opportunity to build on the positive foundations already in place and in continuing to provide safe and good homes for our residents.”