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Compliance with Housing Regulator's Update
The Regulator of Social Housing (RSH) sets the standards which social landlords, including local authorities, must deliver to ensure tenants experience high quality homes and services.
2024 inspection and judgement
The RSH issued a Regulatory Judgement for Melton Borough Council in August 2024, following one of the first planned inspections in the country against the new Consumer Standards, which took effect from 1st April 2024. The Regulator's Consumer Standards gradings range from C1 (highest) to C4 (lowest). At the time, the RSH awarded a C2 consumer standards grading, and recognised strong performance, good progress and plans for further improvement.
Specifically, the improvement areas, which the Council has focussed on since the inspection were:
- Developing a more reciprocal approach to tenant engagement to ‘turn up the volume’ on tenant voice.
- To improve the collection, quality and use of tenant information to strengthen the Council's ability to proactively tailor services to tenants’ needs and to more clearly demonstrate outcomes for tenants.
- To increase the visibility of performance information for tenants.
- To strengthen IT systems to support complaints reporting and monitoring.
- To improve the case management systems used to monitor and report on ASB trends and outcomes for tenants.
2026 regrading and progress since inspection
The Council has continued to engage with the RSH through monthly meetings, submission of evidence, website checks, observation of meetings, conversations with tenants, review of performance and satisfaction data and monitoring of service stability during recent contract changes and improvements. The RSH confirmed that it was confident, based on the evidence provided, that we have continued to meet our landlord health and safety responsibilities, have an accurate and up-to-date understanding of the condition of its homes and now also has a much greater understanding of our tenants.
In September 2026, the RSH upgraded the Council's Consumer Standards grading to C1. You can find a link to the Regulatory Judgement on the government website.
A summary of the Regulator's finding, and a comparison between our 2024 and 2026 position is shown in the table below:
| Improvement strand | August 2024 | September 2026 |
| Tenant voice and engagement |
Officer led, no scrutiny remit for tenants, limited opportunities for meaningful tenant feedback and limited to consultations. Landlord Assurance Board just established. |
Structured, tenant-led engagement arrangements linked to governance and decision making. Landlord Assurance Board well established and providing formal governance oversight and includes tenant, officer and councillor participation. Your Voice, Your Choice well established, tenant led and chaired and playing a key role in reviewing performance. |
| Tenant Data | Lacked sufficient data to properly understand tenants or to tailor services appropriately. |
Taken steps to address gaps through the tenant data project and delivery of full tenant census. Clear mechanisms to monitor completeness, track progress and identify gaps. Evidence of improvement across all categories of data. Tenant data being used to inform service design and delivery. Evidence of targeted activity and responding to identified needs. Plan in place to ensure continuous improvement. |
| Performance and complaints systems, oversight and reporting |
Improvement needed in reporting to tenants/making performance information available to tenants. Weaknesses identified in complaint handling system and oversight (reporting to tenants) |
Regular performance information published in accessible formats including infographic reporting on the council website along with TSM results and compliance audit outcomes. Performance data also shared through governance structures and engagement forums Strengthened approach, improved monitoring arrangements, increased staff capacity / training and enhanced oversight Regular reporting to ensure learning is embedded, lessons identified, reported on and used to inform service improvements. Tenant involvement in learning including scrutiny of complaints information |
| Anti-social behaviour case management system and reporting |
Some improvements needed in approach to case management to facilitate improved reporting and ability to identify trends and scrutinise outcomes for tenants New case management system not yet implemented |
New multi-agency case management system implemented Improved oversight, consistency and visibility across teams and partners Beginning to develop analysis of trends and hotspots System data and transactional surveys strengthening approach |
If you are a Melton Borough Council tenant and would like to ask any questions about the inspection or action plan, or how you can get involved as a tenant, please contact Assistant Director for Housing Quality, Development and Landlord Services, Chris Flannery via e-mail: cflannery@melton.gov.uk or call 01664 502502.