Melton Borough Council secures highest grading from housing regulator

Melton Borough Council has welcomed an independent assessment from the Regulator of Social Housing (RSH), which confirms that the Council is delivering the outcomes of the Consumer Standards.  

The Consumer Standards ensure tenants are safe, informed, and engaged, and that landlords provide high-quality, well-managed homes. Following ongoing engagement and a recent reassessment, the Housing Regulator has upgraded the Council’s grading from C2 to C1; the highest possible rating.  

The achievement is reflective of continuous improvement since the Council's previous C2 grading, awarded in August 2024, following one of the first planned inspections in the country against the new Consumer Standards, which came into effect on 1 April 2024. 

At the time, the Regulator had recognised Melton Borough Council's strong performance and positive progress in a number of areas and agreed with the Council's assessment of the things in need of further development and improvement, specifically in the Transparency, Accountability and Influence Standard. Following continuous improvement and development across its housing service since, much of which would not have been possible without the commitment and dedication of tenant representatives and volunteers, the Council has now been awarded a C1 rating, the highest rating available. 

The Regulator's Consumer Standards gradings range from C1 (highest) to C4 (lowest). A C1 rating shows that Melton Borough Council meets the requirements of the Consumer Standards, however, even landlords that receive the highest gradings still have room for improvement. The Council remains committed to listening to the views of its tenants and continuously improving the services it offers. 

Since receiving its C2 grading in 2024, the Council has continued to strengthen its housing services, including: 

• Turning up the volume on tenants' voices through the introduction of a new tenant engagement framework. This offers a variety of ways for tenants to get involved, including a dedicated tenant panel that scrutinises services and makes recommendations for improvements. The Council’s Landlord Assurance Board, which is represented by tenants, councillors and council officers, has overseen the regulatory improvement plan and directly shaped many of the service and policy changes that have been made. A key example is the role tenants have had in informing and shaping new contracts for housing repairs and maintenance, placing greater emphasis on tenant experience and communication.
• Using data and insight to better understand tenants and shape service delivery. Increasing the information held about residents enables a more personalised and responsive service, including communicating through tenants’ preferred methods of contact to ensure information is shared as effectively as possible. Following on from a tenant census undertaken earlier in the year, arrangements are now in place to continue to check and update tenant details. Keeping tenant information up to date will help with a range of things including designing and improving services, planning for future housing, scheduling repairs and communicating in the most effective ways with each tenant.
• Enhancing the transparency and accessibility of performance information, particularly in relation to complaints and anti-social behaviour. This provides tenants with a clearer understanding of performance while demonstrating how feedback, complaints and customer experiences are used to inform service improvements. Tenant feedback and learning from complaints have led to a range of key changes including to repairs and maintenance contracts, and the introduction of a code of conduct for council staff and contractors, which embeds expectations for working in tenants’ homes and communities. 
• Improving the handling of anti-social behaviour cases, supported by the introduction of new and improved policies, IT systems and processes, including clearer arrangements for collaboration between teams. Tenant satisfaction in the last 12 months showed a 15.2% increase in satisfaction with the approach to ASB case management. 

The regulator highlighted the development of stronger tenant-led engagement arrangements, including the establishment of the Landlord Assurance Board and the strengthening of the Your Voice, Your Choice residents' group including the creation of tenant scrutiny arrangements, ensuring tenants play a meaningful role in governance and decision-making.  

The regulator also confirmed that Melton Borough Council continues to meet its landlord health and safety responsibilities, has an accurate and up-to-date understanding of the condition of its homes and now also has a much greater understanding of its tenants. 

Councillor Ronan Browne, Leader of Melton Borough Council, said: 

"This is a significant milestone for the Council and, most importantly, for our tenants. The regulator's judgement recognises the hard work that has taken place since the previous inspection and demonstrates our commitment to delivering safe, well-managed homes and high-quality landlord services, and in listening to and learning from our tenants. 

"As a Council we took the findings from 2024 seriously and had always committed to continuous improvement. This outcome provides independent assurance that the improvements are embedded and are delivering results. 

"This outcome can give confidence in the Council’s approach as a landlord both now and in the future, and as the first C1 Council in Leicestershire, this is a strong basis upon which we can prepare for whatever the future of local government looks like. 

Edd de Coverly, Chief Executive said: 

"This achievement is the culmination of a huge amount of work from elected members and our dedicated officer team who have worked tirelessly to improve the services and support we provide. I am hugely proud of what we have collectively achieved and am particularly pleased that the regulator has recognised the progress made in strengthening tenant influence and accountability. Our tenants are at the heart of all we do and they have played a pivotal role in shaping these improvements. Their involvement and leadership through the Landlord Assurance Board and tenant engagement groups such as our “Your Voice, Your Choice” have shaped what we have done and made sure services continue to improve. 

"While we welcome this positive judgement, we also know there is more to do, and will never be complacent and remain committed to listening to residents and maintaining our focus on continuous improvement." 

The Council manages around 1,780 social homes across the borough and will continue to work closely with tenants to further strengthen services and achieve positive outcomes for residents. 

~ends~ 

For more information please contact: communications@melton.gov.uk