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Our self-referral to the Regulator of Social Housing, results published

Millmead offices

In December 2023 we referred ourselves to the government's Regulator of Social Housing. We asked the Regulator to look at our compliance in the Safety and Quality Standard.

In March 2024 we asked them to look at the Transparency, Influence and Accountability Standard.

The Regulator has published its conclusions 

The Regulator has confirmed that in December 2023:

  • there were serious failings of some elements in the standards assessed
  • that significant improvement was needed to ensure full compliance

The report also acknowledges that since December 2023, we have made significant improvement.

Based on this assessment, we have received a C3 consumer grading. 

Keeping our tenants safe

We acknowledge and accept the Regulators findings. Everyone living in one of our properties deserves to have a safe and secure home. We've been taking urgent action to improve our service across all areas of compliance and building safety.

We have:

  • established a real time compliance dashboard
  • recruited expert officers 
  • procured all building safety contracts
  • reviewed all electrical information data
  • procured two short term contractors to complete the work by July 2025
  • a fire risk validation exercise has confirmed there are no outstanding high-risk actions
  • a new contractor is visiting the low to medium risk properties
  • developed and published a comprehensive Improvement Plan 
  • established an Independent Assurance Panel 
  • tenant satisfaction surveys are underway 

Our engagement with the Regulator will be ongoing. It will play an integral and intensive part of our improvement plan. We will resolve all the issues identified and achieve full compliance. 

Read our FAQs for more information

Read the Regulators full judgement (opens new window)

Published: 9 July 2024

Previous releases about our housing service

March 2024: Decision to launch investigation into housing maintenance agreed

February 2024: Housing maintenance review at Guildford Borough Council prompts further investigation

February 2024: Housing services update February 2024

November 2023: Housing services update November 2023