Karbon Homes

The Regulator of Social Housing (RSH) recently carried out its routine inspection of Karbon Homes. The inspection included our subsidiaries 54North Homes and Leazes Homes.

Once again, we achieved the highest possible ratings for viability (V1) and governance (G1). We've also met the Consumer Standards, with a rating of C2, which is how well we meet the needs and protect the rights of our customers, particularly in areas such as safety, repairs and customer involvement. 

Paul Fiddaman, Group Chief Executive, Karbon Homes said:

"We're pleased to have once again achieved the highest possible ratings for viability and governance and the Regulator is confident that we're financially strong and well-governed, and we can deliver our strategic and charitable goals.

"We're also pleased to have met the Consumer Standards, and that some of our key strengths have been recognised, including treating customers with fairness and respect, involving customers in decision making and keeping homes and communal areas safe.

"However, the inspection also highlighted areas for focus, and we recognise we need to make improvements.

"While our repairs service continues to receive high customer satisfaction overall, and emergency repairs are managed quickly, we know that our non-urgent repairs are taking too long. We set ourselves very high standards in this area to ensure customers get the service they rightly expect as quickly as possible, and we acknowledge we haven't met those high standards.

"We've already brought in more trade colleagues and sub-contractors. This helped us complete 6,000 additional repairs in the last year and reduce wait times for customers.

"We're also continuing to enhance our understanding of the diverse needs of our customers through our 'Getting to Know You' project, which was acknowledged by the Regulator, and which will remain a key focus for us over the coming months.

"We'll work hard going forward to continue to improve our services for our customers and communities."