We’ve received the outcome of our inspection by the Regulator of Social Housing.

Following a first-time inspection against new consumer standards, carried out between November 2025 and January 2026, we’re absolutely thrilled to announce that we’ve been awarded the highest possible consumer and governance ratings by the Regulator of Social Housing, C1 and G1, and a very respectable V2 for viability (the second highest grade).

There are four grades that can be given for each assessment area, with one being the highest and four being the lowest.

These results place us amongst the best-assessed housing providers in England.

What does the C1, G1, V2 assessment mean?

It shows that, following a rigorous inspection process, the body that independently regulates us has been assured that the way we deliver services to our customers and the way we manage Connect and its finances meets the standards set by government. It does not mean that we are doing everything perfectly, but the Regulator is assured that we know where we need to improve and are taking the right kinds of action to do so.

Inspections happen every three to four years to check how well housing providers are run, how financially secure they are, and whether they’re delivering safe, effective services to customers.

To arrive at their assessment, the Regulator:

• Spent a number of hours talking with our leadership team and board members.
• Observed a Customer Voice and Board meeting.
• Met the Customer Voice Group (CVG).
• Looked at our website.

In addition to this, we submitted over 100 documents to them to explain how the Board and CVG oversee how we deliver services to customers, manage Connect’s finances and make decisions about how Connect is run. They also receive information from us throughout each year which they used as part of the assessment preparation.

Key findings

Our C1 assessment was based on:

• We have a good understanding of the condition of the homes we provide, with good levels of energy efficiency, as currently measured. We take safety very seriously, with good levels of performance in key areas. Our repairs service is effective and we are taking action to make necessary improvements to the service.
• We have put a lot of focus on antisocial behaviour (ASB) case handling over the last year, increasing staffing and working with customers to change our approach to improve performance and customer satisfaction.
• We are very active in working with customers to design services that achieve better outcomes. We share that work widely so customers can see the difference their participation makes. We are also making good progress in understanding the diverse needs of customers to help design our services.
• We put a lot of effort into bringing the voice of customers to the attention of the Board. The CVG feel supported in their scrutiny role.
• We have changed the way we handle complaints and there is good evidence that we learn from and act on complaints.

Our G1 assessment was based on:

• Our Board has a good range of skills and is very engaged in their co-regulation obligations. We had already identified issues to be addressed and had actions underway.
• This reflects Connect’s evident commitment to continuous improvement to deliver better outcomes and achieve Value For Money.
• We have made a number of improvements in our approach to risk management and assurance.

Our V2 assessment was based on:

• Positive decisions the Board has made to invest in improvements to existing homes, including energy efficiency, as well as developing new homes to help meet the housing crisis.
• Good evidence of oversight on our finances and risks, including planning to manage unexpected adverse events.

What the Regulator encourages us to keep working on

• Focussing on the impact and outcomes of our services and the actions we take.
• New reporting to make it easier to see the impact and outcomes of our work and the condition of our homes, as we add increasing amounts of information.
• Managing risk in a turbulent world.
• Completing the projects we have started to continue to improve our repairs service and the way we handle anti-social behaviour and complaints.
• Working with local partners and a diverse range of customers to achieve the best outcomes we can in the communities we serve.
• Adapting to new regulatory requirements that have been announced.
• Continuing to balance our investment in new and existing homes in a way that maximises Value for Money

Here’s what our Chief Executive, Helen Lennon, had to say after receiving the results.

“We are so delighted to have been given a C1, G1, V2 assessment. We’re especially pleased to receive C1 because our vision is to be a trusted landlord and we have been working hard to deliver our corporate strategy ‘Earning trust through our actions’.

“This result is a testament to the effort, passion, and dedication of colleagues, involved tenants and the Board at Connect.

“To our customers – especially members of our Customer Voice Group – thank you for sharing your experiences and helping us to improve.

“To our colleagues and board members, thank you for your unwavering commitment and care.

“Receiving a positive assessment of our efforts, alongside seeing improved customer satisfaction results, helps to bolster our commitment to keep listening, learning, improving and working together to deliver even better outcomes for our customers and communities.”

Visit the gov.uk website to see the full result.