The Regulator of Social Housing (RSH) has announced a significant milestone for Guildford Borough Council, which has become the first local authority to upgrade its consumer rating from C3 to C1 since the introduction of new consumer standards in April 2024. This development reflects the council’s commitment to improving tenant services and housing quality following a targeted improvement plan and inspection.

Guildford Borough Council’s Consumer Upgrade

Guildford Borough Council, based in Surrey, was initially rated C3 in July 2024 after a self-referral in December 2023. The rating followed RSH’s responsive engagement focusing on the Safety and Quality Standard alongside the Transparency, Influence and Accountability Standard. Since then, the council has implemented an improvement plan agreed with the regulator.

Following a planned inspection, Guildford has demonstrated that it now meets the required outcomes across the consumer standards. The council has also shown effective use of systems to identify and address potential issues and areas for further improvement, meeting the criteria for a C1 rating. This upgrade recognises the council’s progress in delivering better services and housing outcomes for tenants.

Other Regulatory Judgements

Alongside Guildford’s upgrade, RSH published 21 regulatory judgements, including a notable downgrade for Connexus Homes Limited. Connexus received a C3 consumer rating due to serious failings in delivering consumer standard outcomes, with significant improvements needed.

RSH’s findings for Connexus highlighted gaps in understanding the condition of its homes despite progress in stock condition surveys. The regulator also identified issues with the reliability of some information, limiting board assurance on compliance with the Decent Homes Standard. Tenant feedback and complaints indicated that the repairs service requires improvement to be efficient, effective, and timely. Additionally, Connexus must improve its understanding of tenants’ diverse needs to ensure fair and equitable housing and landlord services.

Connexus also faced a governance downgrade to G2 due to weaknesses in risk management and the quality of information supporting decision-making. The organisation is working on strengthening these areas, including implementing a new data strategy. Its financial viability grade remained at V2.

Arhag Housing Association Limited was placed under grading review in December 2025 and was confirmed not to be delivering the required outcomes of the Governance and Financial Viability Standard. As a small landlord with fewer than 1,000 homes, Arhag was not assigned grades but was found to have significant liquidity issues risking social homes. Arhag plans to become a subsidiary of Hyde Group on 1 April 2026, with a merger plan aimed at improving housing quality and services.

Additional Judgements Published

Other judgements published include:

• Arawak Walton Housing Association Limited – first consumer grade C2; governance and viability grades G1/V2 unchanged.
• Connect Housing Association Limited – first consumer grade C1; governance G1 unchanged; viability regraded to V2.
• East Midlands Housing Group Limited – grades C2/G1/V2 unchanged.
• Golding Homes Limited – first consumer grade C1; governance and viability G1/V2 unchanged.
• Housing Solutions – first consumer grade C1; governance and viability G1/V1 unchanged.
• Hyde Housing Association Limited – first consumer rating C1; governance and viability G1/V2 unchanged.
• Karibu Community Homes Limited – first consumer grade C2; governance downgraded to G2; viability V2 unchanged.
• Leeds City Council – first consumer grade C2.
• Legal and General Affordable Homes group – all seven for-profit registered providers received consumer grade C1*, governance G1*, and viability V1*.
• Unity Housing Association Limited – first consumer grade C2; governance downgraded to G2; viability V1 unchanged.
• Westward Housing Group Limited – first consumer grade C1; governance and viability G1/V1 unchanged.
• Your Housing Group Limited – first consumer grade C2; governance and viability G1/V2 unchanged.

Context of the New Consumer Standards

On 1 April 2024, RSH introduced new consumer standards for social housing landlords, designed to drive long-term improvements in the sector. These changes, stemming from the Social Housing Regulation Act 2023, include stronger powers to hold landlords to account and a programme of landlord inspections. The standards focus on ensuring tenants live in safe, good quality homes and receive effective services.

Local authorities receive consumer gradings only, while housing associations and other providers are assessed on consumer, governance, and financial viability standards. Responsive engagement and inspections form the basis for regulatory judgements, which are published publicly to promote transparency and accountability.

What this means for landlords

Guildford Borough Council’s upgrade to a C1 consumer rating demonstrates the tangible benefits of proactive engagement with the regulator and implementing improvement plans. For landlords and agents, this highlights the importance of robust systems to monitor service delivery and tenant outcomes, as well as transparent governance practices.

The downgrades and issues identified at providers such as Connexus and Arhag underline the risks of inadequate data management, poor tenant engagement, and financial instability. Landlords should prioritise accurate information, effective repairs services, and understanding tenant needs to meet regulatory expectations and avoid enforcement action.

Overall, the new consumer standards and RSH’s inspection regime reinforce the sector’s drive towards higher quality, safer homes and better tenant experiences. Landlords and agents must remain vigilant and responsive to regulatory requirements to maintain good standing and deliver value to tenants.

Quotes from the Regulator

Kate Dodsworth, Chief of Regulatory Engagement at RSH, said: “Our role is to hold landlords to account and drive continuous improvement, to ensure tenants live in good quality homes and receive effective services.”

She added: “Guildford Borough Council is a strong example of how landlords can work with us to put things right – and working to address failings identified through a responsive C3 judgement to achieving a C1 judgement following an inspection shows significant progress.”

“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.”

Source: Based on reporting from Regulator of Social Housing

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