MSV regraded to C1 by the Regulator of Social Housing.

Mosscare St Vincent’s (MSV) Housing has been awarded a C1 grading in relation to consumer standards by the Regulator of Social Housing (RoSH). This sits alongside the G1 (Governance) and V2 (Viability) gradings awarded in September 2024.

Following an inspection last year, the RoSH awarded MSV a C2 consumer standards grading, with improvement required in gaining access to customers’ homes to undertake stock condition surveys. We are pleased to confirm that our improvement plan has been successfully delivered and would like to thank customers, colleagues and the RoSH for their help with this.

The regrade was assessed on evidence-based assurance gained about our improved understanding of the condition of our properties and consequent improved outcomes for customers.

The assessment is based on all the relevant information the RoSH obtained during the inspection, which concluded in September 2024, and a subsequent responsive engagement process. The RoSH also considered information supplied by MSV in its regulatory returns and other regulatory engagement activity.

Gareth Hall, MSV’s Chair, said: 

“Delivering on our customer promise of ‘fair and friendly services’ means listening, engaging and acting on feedback from customers, and providing a safe, warm home with the right levels of investment is crucial and our number one priority as a landlord. 

Our Board and Committees were pleased with feedback that strong governance sits at the heart of MSV with a wide range of meaningful opportunities for customers to share their views and provide scrutiny, whilst treating customers with fairness and respect. 

“Not only meeting, but looking beyond the standards the government sets is so important to us. We have had a laser sharp focus on making sure we are able to engage with customers in a meaningful way to improve the data we hold on our customers and their homes.   This is helping us understand whether our customers are receiving the services they require and that the team are making sound, evidence-based decisions on the quality and standard of homes."

Charlie Norman, MSV’s Chief Executive, said:

“We are pleased to have worked closely with the RoSH to achieve this regrade – which is all about how we serve our customers.  But our drive to improve does not stop here – our role as a community-based organisation means we will always listen to, and work closely with customers to raise standards and ensure their expectations are being met. 

The RoSH had commented following our inspection that MSV has been able to evidence sustained improvements in our repairs service and complaints handling, and had 100% compliance in health and safety, whilst remaining financially viable.  Working together as a team and with our customers and partners, we will continue to focus on delivering high quality homes and the best services possible.  

“Thank you to the inspection team for working with MSV over recent months to ensure we are progressing sufficiently to meet the required standards, and thanks and credit to my colleagues at MSV”