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ISHA staff engaging with a resident at one of our events.

Accountability

We are committed to accounting for our actions and performance openly and transparently. This commitment applies to our customers, local communities, partners, regulators, and other stakeholders.

We publish information about how we perform, what we spend, and how we are governed so that anyone who has an interest in our work can learn about the services we provide and our effectiveness.

ISHA staff greet residents at a neighbourhood night.

Openness about what we do

We publish up-to-date details of the services we provide to customers and how to access them. We also publish key policies, including our policies on allocating housing, repairs, and complaints. Copies of all our policies are available on request. We consult with residents about new and revised policies through resident involvement and the Resident Scrutiny Panel.

We have adopted the National Housing Federation’s (NHF) Code of Governance 2020 Opens in a new window/tab icon.. We undertake an annual review of compliance against our Code of Governance and publish a statement of compliance in our annual report and in our financial statements.

Chair of ISHA's Board presenting to residents at the AGM.

Openness about our priorities and performance

It is important that our residents and other stakeholders can openly access information on our priorities and review our performance.

The cover at 'At a glance' pages from ISHA's 2024-25 financial statements.

Openness about what we spend

We publish a value for money statement in our annual inancial statements (PDF, 1.8mb) Opens in a new window/tab. and our Residents' Annual Report 2024-25 (PDF, 1.6mb) Opens in a new window/tab.. The financial statements outline a range of information, including:

  • operating cost per social housing unit
  • total operating cost per unit
  • operating surplus on social lettings
  • spend per unit on maintenance, management, services, new supply and overheads
  • arrears collection (and bad debt generally)
  • debt per unit. An alternative might be debt as a % of turnover or in addition to the average cost of debt.

We also publish details of spending over £500 on development schemes, which are funded through the Affordable Homes Programme Opens in a new window/tab icon..

The Regulator of Social Housing

ISHA is regulated by the Regulator of Social Housing (the Regulator) Opens in a new window/tab., a government body that sets national standards to make sure that social landlords provide safe, good quality homes, and reliable services for their residents.

All housing associations are inspected by the Regulator every four years. Our most recent inspection was in April 2026 in line with the four-year cycle.

Inspections cover three main areas, and we are pleased to have received compliant gradings for all three:

  1. Compliance with the consumer standards (C2)
    This includes safety, repairs, tenancy management, neighbourhoods and tenant engagement and communication
  2. Governance (G1)
    This includes effectiveness of governance arrangements, delivery of strategic objectives and risk management.
  3. Financial viability (V2)
    This includes strong finances, appropriate levels of liquidity and financial capacity to deal with adverse scenarios.

Each standard is on a scale of 1 to 4. Gradings of 1 and 2 are compliant and gradings of 3 and 4 are non-compliant:

  1. Meeting standards
  2. Some weaknesses needing improvement
  3. Serious failures, significant improvement required
  4. Very serious failures, regulatory intervention or enforcement

This is the first time we have been inspected on the consumer standards. Our gradings for governance and financial viability have remained unchanged.

We have plans in place through our corporate strategy 2026-30 (PDF, 3mb) Opens in a new window/tab. to strengthen our compliance and to address areas needing improvement. We will deliver on these plans over the next few years.

Our next regulatory inspection will be due in 2030.