Regulator of Social Housing tells two councils that “significant improvement” is needed to meet consumer standards

The RSH found serious failings at both Nuneaton and Bedworth Borough Council and Thanet District Council in the delivery of its consumer standards.

The regulator’s inspection of Nuneaton and Bedworth suggested that significant improvement is needed, “particularly in relation to repairs, health and safety, and the landlord’s approach to transparency and accountability, including its failure to communicate material issues to RSH promptly”.

RSH also identified weaknesses in how the borough council meets tenants’ diverse needs and handles complaints.

The most significant issues found in the regulator’s investigation of Thanet meanwhile related to the quality and condition of homes and not demonstrating timely or appropriate action to deter and tackle anti-social behaviour.

The Regulator did find that the council meets expectations in areas such as repairs, health and safety, tenancy services, and transparency and accountability, but it still identified weaknesses that require further action.

RSH Deputy Chief Executive Kate Dodsworth said: “Landlords are responsible for providing safe, decent homes and listening to residents.

“Our inspections found serious failings that are having a real impact on tenants. Where standards fall short, we will hold landlords to account and expect swift and sustained improvement."

In a statement to tenants, Nuneaton and Bedworth BC said: “We fully accept the findings of the regulator's report and apologise to tenants where our services have not met the standards they rightly expect.

“The judgement highlights concerns in a number of areas, particularly around repairs, gas, fire and water safety compliance, complaints handling, performance reporting and the way some issues were communicated to the regulator…

“… The regulator has confirmed that we are engaging constructively, understand the issues that need to be addressed and are taking action to rectify the weaknesses identified. The council will continue to work closely with the regulator and will provide regular updates to tenants on the progress being made.”

Cllr Helen Whitehead, Cabinet Member for Housing at Thanet District Council said: “We have taken huge steps forwards in our housing provision since East Kent Housing, and to be fully meeting the repairs and health and safety requirements of the standards is clear evidence of that, along with our performance in the Transparency and Accountability and Tenancy standards. 

“Our focus has always been on tenants and their experience, and it will continue to be; that our tenant satisfaction measures reflect a trend above the national average shows that clearly.

“While the outcome from the regulator is highly disappointing, we have already taken focused action and will continue to address every area highlighted. I believe our record shows just how important providing excellent council housing for Thanet residents is to us as a council, and it could not be more important to me.”

Cllr Whitehead added: “Our Tenant and Leaseholder Services team works with immense dedication every day to support local people, as do all of our linked housing teams. That commitment is reflected in our high tenant satisfaction scores and the commitment and care of our staff is beyond question.”

Thanet also confirmed that a full draft improvement plan setting out clear actions, targets, and timelines will be presented to its Cabinet on 3 November 2026. Once considered by councillors, the finalised plan will be published and shared openly with residents.

Harry Rodd