Housing Associations Focus on Enhancing Consumer Experience with Upgrades

Two housing associations have recently received upgrades in their consumer ratings, as announced in regulatory judgments published by the Regulator of Social Housing. Livin Housing Limited and Community Gateway Association Limited have both achieved an upgrade from a C2 to a C1 rating.

Improvements Noted in Livin Housing Limited

Following an inspection in November 2024, Livin, which operates in County Durham, has demonstrated significant improvements in its understanding of the condition of its homes. The housing association has enhanced its monitoring processes, allowing it to better plan for future repairs and investments. Additionally, Livin has shown that it collaborates more effectively with residents to ensure the maintenance of safe and high-quality living environments.

Community Gateway’s Enhanced Safety Management

Meanwhile, Community Gateway Association, located in Preston, Lancashire, has also made notable advancements. The organisation demonstrated strengthened health and safety management since its inspection in July 2025. Improvements in governance and accountability were evident, as was the successful operation of its repairs and maintenance services. Furthermore, the association has enhanced its communication with tenants, gaining a deeper understanding of their diverse needs.

Kate Dodsworth, Deputy Chief Executive at the Regulator of Social Housing, remarked, “Landlords that achieve a C1 grading show they are putting tenants at the heart of their services, maintaining safe and decent homes, and responding effectively when issues arise.” She emphasised the expectation for landlords to leverage high-quality information and robust governance to drive improvements and support thriving communities.

Amplius Living’s New Gradings

Amplius Living, a housing association formed from the merger of Longhurst Group Limited and Grand Union Housing Group Limited in December 2024, has received a C2 grading alongside a G1 governance and V2 financial viability grade. While Amplius has demonstrated adequate systems to ensure tenant health and safety, it faces challenges in providing an effective and timely repairs service. Complaints and feedback have highlighted issues with service quality and communication. Additionally, the association is grappling with new legal requirements aimed at addressing damp and mould, following the implementation of Awaab’s Law.

RSH has noted that while Amplius is actively working to rectify these issues, it will need to demonstrate consistent improvement to meet the required standards for tenants in the long term.

Watford Community Housing Trust’s Interim Judgement

Watford Community Housing Trust, known for trading as Chime Housing, has received an interim judgement, confirming a G1 governance grade and a V2 financial viability grade. This interim assessment follows the merger with Thrive Homes in June 2026, and the Regulator of Social Housing has yet to evaluate the newly merged entity against consumer standards.

Following the introduction of revised consumer standards for social housing landlords on 1 April 2024, the Regulator has initiated a programme of inspections aimed at driving long-term improvements in the sector. These revisions stem from the Social Housing Regulation Act 2023, which provides stronger powers for holding landlords accountable.

Commitment to Improvement in the Sector

The Regulator of Social Housing is dedicated to promoting a viable, efficient, and well-governed social housing sector that can deliver more and better homes. It achieves this by establishing standards and conducting thorough regulations that focus on enhancing the performance of social landlords, which include local authorities and housing associations. Appropriate actions are taken if standards are not met, ensuring that tenants receive the expected outcomes.

For further information regarding the Regulator’s approach to regulatory judgements and gradings, as well as its initiatives on responsive engagement, programmed inspections, and consumer gradings, detailed resources are available on its website.

For media inquiries, please contact vicky.moore@rsh.gov.uk or christian.cosby@rsh.gov.uk. For general inquiries, please email enquiries@rsh.gov.uk.