On 1 April 2024, The Regulator of Social Housing (Regulator) began its new inspection programme for large landlords under the rewritten consumer standards. For housing associations, the Regulator’s inspections cover the economic and consumer standards, whilst for local authorities, its remit covers the consumer standards and rent standard.  

The Regulator published its first annual Regulatory Casework Review on 9 September 2025, setting out the key themes from its regulation of social landlords under the new regime over the past year. The review has reflected on the Regulator’s findings of the first year of the programme, producing six key takeaways for social landlords. 

This insight will outline those takeaways and consider some of the case studies outlined by the Regulator, providing guidance on how landlords can ensure they are compliant with the Regulator’s standards and well-prepared for an inspection. 

Make managing risk fundamental to the way you work

The review highlights the importance of landlords having an effective risk management framework, supported by internal controls, and assurance mechanisms. This includes seeking assurance from any third parties involved in their operations of how they are managing associated risks. The Regulator found that whilst many landlords demonstrate strong risk frameworks, others fall short – leading to financial instability and poor tenant outcomes. 

For example, in December 2024, Moat Homes Limited were given a G2 governance grading, after the Regulator found that issues with the effectiveness of its performance framework led to sustained weaknesses in its repairs and maintenance service. Although Moat had a risk management framework aligned with its strategic objectives, it struggled to apply lessons learned and lacked the insight to identify recurring internal control issues.  

This case illustrates the importance of not just having a framework in place, but ensuring it is actively used to challenge performance, inform decision-making, and deliver better outcomes for tenants. 

Using data effectively 

Good quality data is a further essential for landlords to be able to deliver the required outcomes across the standards. Landlords should maintain accurate, up-to-date information that covers the breadth of their activities, tenants’ homes, other assets, and all liabilities including contractual, financial, and legal. Poor data quality has led to rent-setting errors, underinvestment in housing stock, and missed safety risks. 

In November 2024, Southwark Council were given a C3 consumer grading by the Regulator, who concluded that there were serious failings in delivering the outcomes of the consumer standards. Southwark’s last stock condition prior to assessment was undertaken in 2010, the age of this data meaning that it was unable to provide evidence of the quality of its homes, that its homes were free of hazards, or that it was meeting all of the requirements of the Decent Homes Standard. 

Data should therefore be used as a resource that can be used to pre-empt issues and inform decision-making. 

Keeping tenants’ homes safe 

Safety remains a fundamental responsibility for all landlords and a key concern for the sector. The review outlines the Regulator’s expectations under the Safety and Quality Standard, including the timely completion of assessments and remedial actions across fire, gas, electrical, and other safety domains. The Regulator found that the most effective arrangements have included: 

• Effective controls working in practice, allowing for good quality data on assessments and remedial works; 
• Sufficient reporting to senior staff and governing bodies to facilitate challenge on performance and risks; and 
• A proactive approach to seeking regular assurance on the adequacy of the framework in place and delivery of outcomes, and regular review that the skills and capacity needed are available. 

Landlords should therefore ensure they have good quality data, effective reporting mechanisms and proactive scrutiny in order to provide safe homes for their tenants. 

Demonstrating value for money 

The Value for Money Standard encourages landlords to optimise economy, efficiency and effectiveness in the delivery of their strategic objectives. When assessing a landlord’s governance, the Regulator considers the approach taken to managing resources and assets. This includes the robustness of decision making and having the organisation’s purpose and objectives in mind when making decisions on the use of resources – balancing quality and efficiency in service delivery for tenants whilst investing to improve the quality of its stock and delivering new homes for those in need. When inspecting a landlord, the Regulator looks for evidence that the landlord’s board is regularly considering whether it is making the best use of its assets and resource, including an evidence-based appraisal of alternative approaches. 

In February 2025, ForHousing Limited’s governance grading was upgraded from G3 to G2, recognising progress following a business restructure. Previously, ForHousing had failed to deliver promised governance reforms, and unregistered entities within its group structure had hindered compliance. In response, the organisation undertook a business restructure, streamlined its operations, and strengthened its control framework. The Regulator emphasised the importance of ForHousing continuing to review the effectiveness of its governance, tenant engagement, and resource management to ensure it delivers high-quality services and makes the best use of its assets. 

Landlords should therefore ensure they are able to evidence that their boards are regularly considering whether they are making the best use of resources, whilst considering alternative approaches. 

Integrating tenants’ views 

The Transparency, Influence and Accountability Standard requires landlords to offer tenants a range of meaningful opportunities to influence and scrutinise their strategies, policies and services. Whilst methods may vary, it is important that councillors and board members seek evidence of tenant engagement shaping services, as well as tenants being informed on how their views have been taken into account. Landlords must also provide tenants with performance information to allow them to scrutinise performance and hold them to account, including the publication of Tenant Satisfaction Measures that allow tenants to understand their landlord’s performance. 

In February 2025, Central Bedfordshire Council received a C3 consumer grading after failing to meet the requirements of the Transparency, Influence and Accountability Standard, as well as the Safety and Quality Standard. The Regulator was not assured that the opportunities for tenant scrutiny and influence were meaningful and could not see how they had influenced changes to strategies, policies or services. It also found that the Council did not regularly provide its tenants with a range of relevant and accessible information, including about its performance in delivering landlord services.  

Landlords must therefore ensure that tenant engagement is inclusive, impactful, and clearly linked to decision-making. 

Working with the Regulator of Social Housing to improve performance 

The Regulator expects landlords to make a self-referral at the earliest opportunity where they identify an issue that impacts delivery of the outcomes of the regulatory standards. In 2024/25, the Regulator received almost 250 self-referrals and in each case engaged with the landlord to understand the issues and how the landlord was responding. The Regulator found that successful resolutions stemmed from early action, a clear understanding of root causes, and a coherent plan for sustainable improvement. The Regulator found that landlords who engage openly, especially at senior levels, demonstrate accountability and commitment to delivering better outcomes for tenants.

Demonstrating value for money 

The Value for Money Standard encourages landlords to optimise economy, efficiency and effectiveness in the delivery of their strategic objectives. When assessing a landlord’s governance, the Regulator considers the approach taken to managing resources and assets. This includes the robustness of decision making and having the organisation’s purpose and objectives in mind when making decisions on the use of resources – balancing quality and efficiency in service delivery for tenants whilst investing to improve the quality of its stock and delivering new homes for those in need. When inspecting a landlord, the Regulator looks for evidence that the landlord’s board is regularly considering whether it is making the best use of its assets and resource, including an evidence-based appraisal of alternative approaches. 

In February 2025, ForHousing Limited’s governance grading was upgraded from G3 to G2, recognising progress following a business restructure. Previously, ForHousing had failed to deliver promised governance reforms, and unregistered entities within its group structure had hindered compliance. In response, the organisation undertook a business restructure, streamlined its operations, and strengthened its control framework. The Regulator emphasised the importance of ForHousing continuing to review the effectiveness of its governance, tenant engagement, and resource management to ensure it delivers high-quality services and makes the best use of its assets. 

Landlords should therefore ensure they are able to evidence that their boards are regularly considering whether they are making the best use of resources, whilst considering alternative approaches. 

Integrating tenants’ views 

The Transparency, Influence and Accountability Standard requires landlords to offer tenants a range of meaningful opportunities to influence and scrutinise their strategies, policies and services. Whilst methods may vary, it is important that councillors and board members seek evidence of tenant engagement shaping services, as well as tenants being informed on how their views have been taken into account. Landlords must also provide tenants with performance information to allow them to scrutinise performance and hold them to account, including the publication of Tenant Satisfaction Measures that allow tenants to understand their landlord’s performance. 

In February 2025, Central Bedfordshire Council received a C3 consumer grading after failing to meet the requirements of the Transparency, Influence and Accountability Standard, as well as the Safety and Quality Standard. The Regulator was not assured that the opportunities for tenant scrutiny and influence were meaningful and could not see how they had influenced changes to strategies, policies or services. It also found that the Council did not regularly provide its tenants with a range of relevant and accessible information, including about its performance in delivering landlord services.  

Landlords must therefore ensure that tenant engagement is inclusive, impactful, and clearly linked to decision-making. 

Working with the Regulator of Social Housing to improve performance 

The Regulator expects landlords to make a self-referral at the earliest opportunity where they identify an issue that impacts delivery of the outcomes of the regulatory standards. In 2024/25, the Regulator received almost 250 self-referrals and in each case engaged with the landlord to understand the issues and how the landlord was responding. The Regulator found that successful resolutions stemmed from early action, a clear understanding of root causes, and a coherent plan for sustainable improvement. The Regulator found that landlords who engage openly, especially at senior levels, demonstrate accountability and commitment to delivering better outcomes for tenants.

The Regulator’s inspection regime will continue to provide oversight of large landlords, ensuring they meet required standards and improve the quality and availability of social housing. 

To remain compliant and achieve strong regulatory grading, landlords must take proactive steps. This includes maintaining strong risk and control frameworks, ensuring accurate and comprehensive data, embedding tenant views in decision-making, prioritising value for money, and engaging transparently with the Regulator. 

Capsticks will continue to monitor the outcomes of inspections to help landlords understand how they can improve their governance, compliance, and service delivery. The more proactive regulatory regime presents both challenges and opportunities for providers – whilst the increased scrutiny may feel demanding, it also offers valuable insight into the expectations and best practice of the sector. Our aim is to support landlords in delivering safe, financially viable, and high-quality social housing. 

How Capsticks can help 

Capsticks can support your preparation for an inspection. We can also assist with drafting and reviewing internal policies through our Governance Support Service, dealing with issues of non-compliance and regulatory intervention, as well as providing broader support across the social housing sector. 

If you have any queries around what's discussed in this insight, and the impact on your organisation, please speak to Darren Hooker to find out more about how Capsticks can help.