One Manchester awarded C1 grading

Nic Kershaw, Chief Executive Officer of One Manchester, said: “We’re delighted to have received a C1 grading from the Regulator of Social Housing. It’s a reflection of our commitment to putting customers and communities at the heart of everything we do, and a testament to the passion and hard work of our colleagues, Board members, and the growing number of customers who work with us. Together, we’re making sure homes are safe and well-maintained, that customers are heard and respected, and that our services are responsive and effective. 

While we’re celebrating this milestone, we know there’s always more to do. We remain committed to continually improving, using every bit of feedback from our customers to make our services better and help build vibrant, thriving communities that everyone across our neighbourhoods can be proud to call home.”

In its judgement, the Regulator recognised our strengths, including:

• We have robust processes in place to keep customers safe in their homes and shared spaces
• We effectively use information about our homes to guide future improvements
• We have an efficient and timely repairs service, using recent scrutiny of to make improvements based on customer feedback
• We treat our customers with fairness and respect, and use insights to ensure our services are delivered equitably and with care
• We facilitate customer engagement and scrutiny arrangements, providing a wide range of meaningful opportunities for customers to influence our strategies, policies, and services
• We resolve issues fairly and quickly, and use complaints as a learning tool to improve

In April 2024 the Social Housing Regulation Act introduced four Consumer Standards that housing associations are assessed against. These set out the outcomes tenants should experience: 

• Safety and Quality Standard – making sure homes meet rigorous safety and quality benchmarks
• Transparency, Influence and Accountability Standard – how landlords provide information, listen to tenants, and act on their views
• Neighbourhood and Community Standard – promoting collaboration with stakeholders to keep local areas safe and secure
• Tenancy Standard – covering fair allocation, lettings practices, and tenancy management 

Landlords continue to be monitored against the Governance and Viability Standard, the Value for Money Standard, and the Rent Standard. 

You can read the full judgement about One Manchester on the RSH’s website.