The Regulator of Social Housing (RSH) has published new regulatory judgements revealing that three local councils have failed to meet the required consumer standards. Runnymede Borough Council received the lowest consumer grading of C4, while City of London Corporation and Rugby Borough Council were both rated C3. These findings highlight significant concerns about the delivery of safe, decent, and well-managed homes for tenants.

Inspection outcomes and key failings

Runnymede Borough Council’s C4 rating reflects very serious failings in how it delivers consumer standards outcomes. The council had self-referred to RSH in June 2025 after identifying issues with rent setting. The subsequent inspection uncovered multiple additional problems, including incomplete stock condition surveys—only 30% of homes had a full survey despite 58% having some form of survey since 2021.

Further concerns included inadequate monitoring and reporting of hazards in tenants’ homes, with nearly 250 previously unknown hazards discovered during the inspection. There was no evidence that Runnymede was verifying the accuracy and integrity of data related to health and safety checks and actions. The council also demonstrated a poor understanding of the diverse needs of its tenants and failed to adequately consider tenants’ views in decision-making and service delivery.

Although Runnymede Borough Council has shown willingness to address these failings, the regulator has not yet seen sufficient evidence that the council fully comprehends the potential risks to tenants. Serious failings were also identified in the council’s approach to rent setting, prompting the development of an improvement plan.

Issues at City of London Corporation and Rugby Borough Council

The City of London Corporation received a C3 consumer grading following an inspection that found serious failings in meeting the Safety and Quality Standard. The corporation had self-referred prior to inspection. Key issues included a large backlog of outstanding remedial actions from electrical safety checks and over 1,000 overdue fire safety actions, some of which are high risk and have been overdue for more than a year. Additionally, 18% of homes failed to meet the Decent Homes Standard, with plans indicating that full compliance would not be achieved until 2035.

Rugby Borough Council also received a C3 grading, with RSH identifying serious failings in delivering consumer standards and the need for significant improvements to comply with the Safety and Quality Standard and the Transparency, Influence and Accountability Standard. Rugby had self-referred after a third-party assessment raised concerns about the accuracy of repairs information.

Rugby commissioned stock condition surveys for 86% of its homes but only holds partial data, limiting its ability to analyse results fully. The council reported that 99.54% of homes meet the Decent Homes Standard, though this figure has not been verified against survey data. Furthermore, 800 homes were found to have Electrical Installation Condition Reports over five years old, and 600 homes lacked smoke alarms.

Engagement and improvements

All three councils are actively engaging with RSH to address the identified weaknesses and failings. The regulator’s inspections underscore the critical importance of accurate, up-to-date information on tenant homes and the need for landlords to understand and respond to tenant needs effectively.

Positive developments were also noted, with Willow Tree Housing Partnership Limited upgraded to a C2 consumer grade alongside confirmed governance and financial viability grades of G2 and V2 respectively. This marks the first time a housing association has improved from a C3 to a C2 consumer grade. Similarly, Christian Action (Enfield) Housing Association Limited improved its governance and viability grades from G3/V3 to G2/V2 following an agreed improvement plan with RSH.

Regulatory context and wider implications

Since 1 April 2024, RSH has implemented new consumer standards for social housing landlords, designed to drive long-term sector improvements. These changes stem from the Social Housing Regulation Act 2023 and include stronger powers to hold landlords to account. The regulator’s ongoing programme of inspections aims to ensure landlords deliver safe, decent homes and effective services.

Local authorities receive consumer gradings only, reflecting their responsibility to meet these standards. The findings from these inspections serve as a reminder to all landlords and managing agents of the vital importance of maintaining comprehensive records, prioritising tenant safety, and engaging meaningfully with tenants to inform service delivery.

What this means for landlords

Landlords and managing agents should take note of the serious consequences of failing to meet consumer standards, as demonstrated by the councils rated C3 and C4. Accurate data collection, rigorous health and safety monitoring, and genuine tenant engagement are essential components of compliance. The regulator’s increased scrutiny and enhanced powers mean that landlords must prioritise continuous improvement and transparency to avoid regulatory action.

Furthermore, the improvements seen in some housing associations illustrate that targeted improvement plans and constructive engagement with RSH can lead to better regulatory outcomes. Landlords should consider adopting similar approaches to governance and viability to strengthen their operations and tenant services.

Source: Based on reporting from Regulator of Social Housing

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