[Associations given a C2 rating]

At Amplius, work was needed to improve outcomes against the Safety & Quality Standard and the Transparency, Influence and Accountability Standard.  Intelligence from complaints and customer feedback demonstrated ongoing challenges in relation to the quality of the repairs service and communication with tenants.  Service quality measures were not yet in place to enable the board to monitor this effectively.  Issues relating to resourcing and adherence to process had impacted performance in managing damp and mould, which was now subject to Awaab's Law.  Aspects of the organisation's complaint handling service also needed improvement.

Islington and Shoreditch Housing Association (ISHA) required improvement in a number of areas.  The RSH  identified some weaknesses in ensuring that all of the required actions arising from fire risk assessments are carried out within appropriate timescales.  The association was seeking to increase its knowledge of the diverse needs of its tenants to effectively tailor services and also needed to monitor the outcomes being delivered by the repairs service to ensure they are equitable.  Its approach to anti-social behaviour required improvement due to low levels of tenant satisfaction.  Weaknesses were also identified in the steps taken by ISHA to ensure the safety of shared spaces that are not the responsibility of the landlord.  It also needed better assurance that its tenant engagement is meaningful and directly contributes to delivering better outcomes for its tenants.  The complaints service needed to further improve communication to address low levels of tenant satisfaction and a high proportion of stage two complaints.