Housing 21 (L0055) - Regulatory Judgement: 13 May 2026
Updated 13 May 2026
Applies to England
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Our Judgement
| Grade/Judgement | Change | Date of assessment | |
|---|---|---|---|
| Consumer | C1 Our judgement is that overall the landlord is delivering the outcomes of the consumer standards. The landlord has demonstrated that it identifies when issues occur and puts plans in place to remedy and minimise recurrence. |
Upgrade | May 2026 |
| Governance | G1 Our judgement is that the landlord meets our governance requirements. |
Based on previous assessment | December 2025 |
| Viability | V1 Our judgement is that the landlord meets our viability requirements and has the financial capacity to deal with a wide range of adverse scenarios. |
Based on previous assessment | December 2025 |
Reason for publication
We are publishing a regulatory judgement for Housing 21 following responsive engagement completed in May 2026.
This regulatory judgement confirms a consumer upgrade to C1, a governance grade of G1 and a financial viability grade of V1.
Prior to this regulatory judgement, the governance and financial viability grades for Housing 21 were last updated in December 2025 following a stability check to confirm grades of G1 and V1. Housing 21 previously had a consumer grade of C2 from an inspection completed in May 2025.
Summary of the decision
Following an inspection completed in May 2025, our subsequent responsive engagement with Housing 21 focused on the delivery of its improvement strategy. We have concluded that Housing 21 is delivering the outcomes of the consumer standards. Housing 21 has strengthened its assurance and oversight of landlord health and safety risks and repairs, including the quality of information it uses to understand and monitor remedial actions. Housing 21 has also strengthened how it demonstrates that themes from complaints are being used to drive improvements in its services to all tenants. Additionally, Housing 21 has made improvements in how it shares information with tenants. Based on this assessment, we have concluded a C1 grade for Housing 21.
Our judgement is that Housing 21 meets our governance requirements. Based on our previous assessment, Housing 21’s governance grade remains G1.
Our judgement is that Housing 21 meets our viability requirements and has the financial capacity to deal with a wide range of adverse scenarios. Based on our previous assessment, Housing 21’s viability grade remains V1.
How we reached our judgement
Following the programmed inspection completed in May 2025, we undertook responsive engagement focussing on weaknesses in Housing 21’s delivery of the outcomes of the Safety and Quality Standard and the Transparency, Influence and Accountability Standard. This included discussions with Housing 21 and reviewing evidence demonstrating the improvements it has made in its reporting on landlord health and safety actions and repairs, and the subsequent improved outcomes for tenants. We also reviewed evidence regarding learning from complaints and how this has been used to improve outcomes for tenants.
Our regulatory judgement is based on a review of all of the relevant information we obtained during the inspection in May 2025, the subsequent responsive engagement and an analysis of information supplied by Housing 21 in its regulatory returns.
In confirming Housing 21’s governance grade as part of the December 2025 stability check, our work was limited to verifying that the information contained in Housing 21’s regulatory returns did not appear inconsistent with its existing published governance grade following our inspection that completed in May 2025.
Our judgement about how well Housing 21 is delivering the viability outcomes of our Governance and Financial Viability Standard, as part of the December 2025 stability check, is based on a review of a range of documents provided by Housing 21, as well as analysis of information supplied by Housing 21 in its regulatory returns.
Summary of findings
Consumer – C1 – May 2026
During our inspection completed in May 2025, Housing 21 provided evidence-based assurance that it has appropriate systems in place to ensure the health and safety of its tenants in their homes and associated communal areas. Housing 21 also demonstrated that it has a good understanding of its compliance with landlord health and safety requirements, its performance information demonstrated a good level of reported compliance with legal obligations, and it had recent third-party assurance that its reporting in this area was up to date and accurate. At the time of the inspection, Housing 21 was making improvements in the level of reporting to its board on tracking the completion of some remedial actions identified through its programme of landlord health and safety checks. Through our subsequent responsive engagement, we have gained assurance that Housing 21 has made improvements to the level of reporting to its board on tracking the completion of remedial actions, building on the progress noted during the regulatory inspection.
Housing 21 maintains an accurate and up-to-date record of the condition of its homes through a range of physical stock condition surveys of all homes at an individual property level. Additional assurance on the current condition of its properties is provided by a programme of annual visits to residents in their homes, which covers the wellbeing of residents and the internal condition of their home.
Housing 21 tailors its approach to delivering outcomes to tenants effectively and gains evidence of performance through its local and onsite services. However, during the inspection completed in May 2025, we identified weaknesses in how it captured and reported its services at an organisational level. This had also been identified by Housing 21, including through its programme of internal audits. Through our responsive engagement that followed the inspection, we gained assurance that Housing 21 has completed its work to develop a series of system-based improvements to strengthen the board’s assurance and improve the timeliness of information about its homes. We saw evidence that these improvements have supported Housing 21 to strengthen its reporting to the board on the quality of its homes.
During the inspection completed in May 2025, Housing 21 provided evidence to demonstrate that it provides an efficient, effective, and timely repairs service to tenants. Reported satisfaction levels amongst tenants presents as being at relatively high levels and there is limited evidence of issues being found with the service delivery at a local level. However, during the inspection, the board’s oversight of Housing 21’s overall performance reporting did not include a wide range of performance metrics. Through our subsequent responsive engagement, we gained evidence-based assurance that Housing 21 has improved reporting to the board on the timeliness and effectiveness of its repairs service.
In relation to the Neighbourhood and Community Standard, we saw evidence that Housing 21 is working in partnership with relevant organisations to deter and tackle anti-social behaviour and hate incidents in the neighbourhoods where it provides social housing. Having identified concerns about its approach to anti-social behaviour and hate crime and the completeness of its reporting, Housing 21 has completed an end-to-end review of its approach in consultation with residents.
During the inspection completed in May 2025 we gained assurance that, in line with the Tenancy Standard, Housing 21 has arrangements in place to ensure properties are let in a fair and transparent way, working with appropriate third parties to allocate homes according to individual need. We saw evidence that Housing 21 ensures tenants are supported in sustaining their homes, including successfully helping tenants to access financial support.
In relation to the Transparency, Influence and Accountability Standard, we saw evidence that Housing 21’s complaints process is accessible and publicised to tenants, and that complaints are addressed fairly, effectively, and promptly. Housing 21’s board and all its tenants receive reporting on complaints handling performance and insight. Themes identified from complaints are monitored, and at the time of the inspection, further work was being undertaken to strengthen how Housing 21 demonstrates these are being used to drive improvements in services to all tenants. Through our responsive engagement, we have gained assurance that Housing 21 has made the planned improvements to how it monitors and reports complaints. It provides accessible information to residents about the type of complaints received and how it has learned from complaints to continuously improve services.
During the inspection, we saw evidence that Housing 21 provides a wide range of opportunities for tenants to influence and scrutinise its strategies, policies, and services. We also saw evidence that Housing 21 has arrangements in place to seek the views of tenants and enables them to provide scrutiny. There are clear arrangements in place through which Housing 21 hears from its tenants and there is evidence of a wide range of meaningful engagement activities available to tenants. We also saw evidence that tenant scrutiny and feedback has directly and positively impacted service delivery.
Housing 21 provided appropriate evidence during the inspection that demonstrated how it makes use of its performance and insight information. Through our responsive engagement, we have seen evidence that Housing 21 has, in line with its plan during the inspection, improved the information it provides to tenants about how it is performing and the action it is taking to improve performance where required.
Governance – G1 – December 2025
Based on the evidence gained from the December 2025 stability check, there is no evidence to indicate that a change in governance grade is required.
Prior to this regulatory judgement, we issued a regulatory judgement in May 2025 following a programmed inspection of Housing 21. Below are the findings in that judgement about Housing 21’s delivery of our governance requirements.
Based on the evidence gained from the 2025 inspection there is assurance that Housing 21’s governance arrangements enable it to effectively manage risk and adequately control the organisation, allowing it to deliver its objectives.
Housing 21’s board has a clear purpose, supported by its strategic plan and business plan. The strategic direction of Housing 21 is regularly reviewed by the board. There are arrangements in place for the board to review reporting on its strategic delivery, oversight of its financial risks, success of its development and growth programme, landlord health and safety, and building safety. We saw evidence that the board, supported by its committees, applies relevant scrutiny and oversight to the performance of the organisation.
An appropriate risk management and control framework is in place that is aligned with the activities of the organisation. Housing 21’s board actively seeks and gains appropriate levels of assurance across a range of areas. The board seeks regular assurance that Housing 21 is performing in line with its risk appetite.
Housing 21 provided evidence that it has established and maintains clear roles, responsibilities and accountabilities within its leadership and governance structure, including well established roles for tenants. There is evidence that the relationship between the board and committees is working in line with its delegations to strengthen assurance in key areas of risk and compliance. There are some areas for improvement in how relevant committees and the board ensure recommendations from internal audit and other commissioned reviews are completed in a timely way. The most recent external review of Housing 21’s governance took place in December 2024, and we saw evidence of regular committee effectiveness reviews.
Board members’ skills, experience, and knowledge are aligned with the activities of the organisation and there is a structured approach to effectiveness reviews and the development and appraisal of skills, which also feeds into succession planning. We have seen evidence of this through board observation, meetings with non-executive directors and executive team members, as well as reviewing relevant documents including meeting minutes.
Housing 21’s board has demonstrated that there is regular and appropriate consideration of alternative options to deliver value for money and make best use of resources. Board ownership of stress testing and mitigation strategies is evidenced and is used to inform decisions, supplementing the wider control framework. Reporting to the board provides sufficient detail to ensure effective oversight.
Viability – V1 – December 2025
Based on evidence gained from the December 2025 stability check, there is no evidence to indicate that a change in governance grade is required.
Housing 21’s financial plans are consistent with, and support, its financial strategy. Housing 21 has an adequately funded business plan, sufficient security in place to support is financial plans and is forecast to meet its lenders financial covenants under a wide range of adverse scenarios. Housing 21’s board has effective oversight of its financial position.
There is financial capacity built into Housing 21’s business plan and there are strong levels of forecast headroom with no reliance on the sale of homes. Housing 21 continues to forecast sufficient headroom over its lender’s financial covenants. Housing 21’s forecast financial position is stronger than in previous years, due primarily to updated stock investment information. Housing 21 continues its investment in existing homes while also developing new homes.
Stress testing demonstrates financial capacity, including sufficient liquidity, is built into its plans for development and investment in homes, and that there is adequate funding in place.
Background to the judgement
About the landlord
According to the 2025 statistical data return Housing 21 owns 21,697 homes in 211 local authority areas across England.
Our role and regulatory approach
We regulate for a viable, efficient, and well governed social housing sector able to deliver quality homes and services for current and future tenants.
We regulate at the landlord level to drive improvement in how landlords operate. By landlord we mean a registered provider of social housing. These can either be local authorities, or private registered providers (other organisations registered with us such as non-profit housing associations, co-operatives, or profit-making organisations).
We set standards which state outcomes that landlords must deliver. The outcomes of our standards include both the required outcomes and specific expectations we set. Where we find there are significant failures in landlords which we consider to be material to the landlord’s delivery of those outcomes, we hold them to account. Ultimately this provides protection for tenants’ homes and services and achieves better outcomes for current and future tenants. It also contributes to a sustainable sector which can attract strong investment.
We have a different role for regulating local authorities than for other landlords. This is because we have a narrower role for local authorities and the Governance and Financial Viability Standard, and Value for Money Standard do not apply. Further detail on which standards apply to different landlords can be found on our standards page.
We assess the performance of landlords through inspections and by reviewing data that landlords are required to submit to us. In Depth Assessments (IDAs) were one of our previous assessment processes, which are now replaced by our inspections programme from 1 April 2024. We also respond where there is an issue or a potential issue that may be material to a landlord’s delivery of the outcomes of our standards. We publish regulatory judgements that describe our view of landlords’ performance with our standards. We also publish grades for landlords with more than 1,000 social housing homes.
The Housing Ombudsman deals with individual complaints. When individual complaints are referred to us, we investigate if we consider that the issue may be material to a landlord’s delivery of the outcomes of our standards.
For more information about our approach to regulation, please see Regulating the Standards.