We’re pleased to share that the Regulator of Social Housing (RSH) has awarded us its highest consumer standards rating, C1.
This independent recognition reflects the improvements we’ve made over the past 16 months and confirms we’re meeting the highest expectations for customer safety, the quality of our homes and services and how we listen and respond to customers.
The RSH’s original C2 judgement in summer 2025 recognised a number of strengths across Karbon Group, which includes Karbon Homes, 54North and Leazes Homes, such as the way we keep homes and communal areas safe, maintain accurate information about our homes, involve customers in decision-making and treat people with fairness and respect.
Since then, we’ve continued to build on those strengths, while making further improvements in areas highlighted by the regulator, including our understanding of customers’ needs and the timeliness of non-urgent repairs.
Speaking about the news, Paul Fiddaman, Karbon Group Chief Executive said: “We’re pleased to have achieved the C1 rating. The judgement recognises the strength of our services and the improvements we’ve made to ensure we’re delivering the best possible experience for our customers.
“We’re particularly proud of the work we’ve done to better understand our customers’ needs through our Getting to Know You project, alongside the improvements we’ve made to the timeliness of non-urgent repairs.
“Although we’re delighted to receive this recognition, our ambition doesn’t stop here. We remain committed to continually improving, listening to our customers and providing safe, quality homes and services that people can rely on.”
One of the areas we focused on was strengthening our understanding of customers’ needs through our Getting to Know You project. The initiative has helped us build a more complete picture of who our customers are and any additional support they may need, enabling us to tailor services more effectively.
We also invested £2.9 million to improve our repairs service, recruiting additional trade colleagues and appointing more subcontractors to help meet increased demand and reduce waiting times for non-urgent repairs. This investment has helped us improve performance while continuing to maintain high levels of customer satisfaction.
Achieving a C1 rating provides independent assurance that we’re meeting the consumer standards and delivering services that put customers at the heart of what we do.
We’re pleased to share that the Regulator of Social Housing (RSH) has awarded us its highest consumer standards rating, C1.
This independent recognition reflects the improvements we’ve made over the past 16 months and confirms we’re meeting the highest expectations for customer safety, the quality of our homes and services and how we listen and respond to customers.
The RSH’s original C2 judgement in summer 2025 recognised a number of strengths across Karbon Group, which includes Karbon Homes, 54North and Leazes Homes, such as the way we keep homes and communal areas safe, maintain accurate information about our homes, involve customers in decision-making and treat people with fairness and respect.
Since then, we’ve continued to build on those strengths, while making further improvements in areas highlighted by the regulator, including our understanding of customers’ needs and the timeliness of non-urgent repairs.
Speaking about the news, Paul Fiddaman, Karbon Group Chief Executive said: “We’re pleased to have achieved the C1 rating. The judgement recognises the strength of our services and the improvements we’ve made to ensure we’re delivering the best possible experience for our customers.
“We’re particularly proud of the work we’ve done to better understand our customers’ needs through our Getting to Know You project, alongside the improvements we’ve made to the timeliness of non-urgent repairs.
“Although we’re delighted to receive this recognition, our ambition doesn’t stop here. We remain committed to continually improving, listening to our customers and providing safe, quality homes and services that people can rely on.”
One of the areas we focused on was strengthening our understanding of customers’ needs through our Getting to Know You project. The initiative has helped us build a more complete picture of who our customers are and any additional support they may need, enabling us to tailor services more effectively.
We also invested £2.9 million to improve our repairs service, recruiting additional trade colleagues and appointing more subcontractors to help meet increased demand and reduce waiting times for non-urgent repairs. This investment has helped us improve performance while continuing to maintain high levels of customer satisfaction.
Achieving a C1 rating provides independent assurance that we’re meeting the consumer standards and delivering services that put customers at the heart of what we do.
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