Comprehensive Housing Improvement Plan (CIP)

Progress and updates

Improving your housing service

We are making changes to deliver safer homes, more reliable services and rebuild trust with residents.

This page shows:

  • what we're improving
  • what we've achieved so far
  • what still needs to improve
  • what this means for you

Regulatory judgement

Our priorities

We are focusing on five key areas to improve landlord services:

  • foundations for success - Improving leadership, systems, data and oversight so services are well-run and accountable
  • safety and quality - Making sure homes are safe, hazards are addressed, and repairs are completed on time
  • transparency and accountability - Being open about performance, handling complaints properly and listening to residents
  • neighbourhoods and communities - Improving estates, tackling anti-social behaviour and supporting residents
  • tenancy services - Managing tenancies fairly, supporting vulnerable residents and improving lettings

Our overall progress

Status: Amber (improving but not yet where we need to be) 

We are making steady progress, particularly on safety and repairs.

However, we cannot say all homes are fully safe or that all services consistently meet the required standard yet. 

We are focused on continuing improvement and building long-term confidence.

What's improved

  • strong progress in reducing serious safety risks
  • repairs service stabilised, with backlog significantly reduced
  • better visibility of risks and performance
  • tenant governance now in place
  • stronger oversight and reporting arrangements

What still needs to improve

  • fire safety work will take time to fully complete
  • some housing hazards are still present
  • data and records are not yet fully reliable
  • governance and oversight are still being strengthened
  • a single, clear performance dashboard is still being developed

Safety and compliance progress

We have made significant progress in improving safety, but work is ongoing.

  • fire risk assessments now completed for all relevant buildings
  • high-risk damp and mould cases have reduced to single figures
  • gas safety compliance is nearly at 100%
  • stock condition data improved to over 80% coverage
  • category 1 hazards reduced to single figures
  • repairs backlog has almost been cleared

What we will do next

  • complete remaining safety work and hazard removal
  • continue fire safety improvement programme
  • improve repairs performance, especially complex cases
  • complete housing stock condition surveys
  • strengthen complaints handling and reporting
  • introduce a single performance dashboard for clear oversight

Key risks we are managing

We are being open about the areas where risks remain highest:

  • fire and building safety - Ongoing work to complete safety actions and ensure residents are protected
  • housing conditions - Continuing to address hazards and improve living conditions
  • data and stock knowledge - Improving information so we can make safe, informed decisions
  • resident safety - Supporting residents who may need additional help in emergencies
  • governance and capability - Strengthening leadership, skills and oversight to prevent past failures

Listening to residents

We are improving how we listen and respond to feedback:

  • Resident Board re-established with independent support
  • improvements to complaint handling and tracking
  • more open reporting of performance and issues
  • work underway to publish a clear Annual Report to Residents

How this benefits you

These improvements mean:

  • safer homes and faster action on risks
  • more reliable repairs and services
  • clearer information about what is happening
  • better handling of complaints
  • more opportunity to influence decisions

Next update

This page will be updated regularly to show progress.

Reports and detailed information

For more detailed information on our Comprehensive Housing Improvement Plan and progress, you can view our committee reports: