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Arhag is operating in an increasingly challenging environment for housing associations, including rising repair and compliance costs, tighter regulation, and growing financial pressures across the sector. The proposal is being explored to improve services to residents and to increase investment in the maintenance of residents’ homes. If the proposal does not proceed, Arhag will need to consider alternative ways to respond to these challenges.

Initially, if the proposal goes forward, Arhag would join the Hyde Group. After six months, we then expect Arhag to legally transfer its assets, liabilities and responsibilities into the new group structure. 

Should the proposal go ahead, we’re committed to making sure this delivers a better service for residents, whilst maintaining your existing tenancy rights and protections. 

The proposal would mean customers benefit from a landlord that is:

• more financially robust, with greater capacity to invest in existing homes
• able to deliver better repairs and maintenance through combined expertise
• focused on improving customer service, including faster response times
• committed to a strong local presence in neighbourhoods
• expanding resident involvement, influence and feedback mechanisms
• better able to deliver new homes in areas of high need 

Customers’ tenancy rights would remain protected, and rent and service charges would continue to follow the same government rules. 

Yes. The Regulator of Social Housing is aware of Arhag’s position and of the proposal to join Hyde. Engagement with the Regulator is part of the process to ensure residents’ homes and services remain protected

Residents have highlighted Hyde’s Housing Ombudsman special investigation (2023–2024).

The Housing Ombudsman Service completed its investigation and made some recommendations to Hyde to enhance their service for customers in June 2024. The report looked at cases which are now several years old, and the Ombudsman recognised Hyde had already made improvements at the time of the investigation as well as its ambition to continue to improve. Hyde has now completed its action plan to address the issues highlighted.

The action Hyde took included increasing investment in customers’ homes and adopting a more localised approach. It’s also doubled the number of colleagues handling complaints and brought its repair service in-house. 

You can find more information about Hyde’s response on its website here - Our response to the Housing Ombudsman’s special investigation | The Hyde Group.

Hyde publishes regular updates on its performance, so its customers can see how they’re doing. Customer satisfaction with Hyde colleagues is currently 96%, with 99% of homes meeting the Decent Homes Standard, 99.3% of emergency repairs responded to within targets and the most common response time for repairs being two days. You can view more performance information here - How we're performing for our customers | The Hyde Group. 

Hyde also publishes its Tenant Satisfaction Measures results, which are set by the Regulator of Social Housing and collecting by an independent company for Hyde. In the most recent annual results, overall satisfaction of tenants has increased, by 4.8%, with improved satisfaction across all areas of Hyde services. 

Tenants’ responses show that they’re 8.2% more satisfied with Hyde’s repairs service, compared to last year, which follows Hyde focusing on repairs requiring multiple visits. Hyde has trained its colleagues and improved processes, ensuring operatives record the need for a return visit while in a customer’s home, and customers are given a clear timeline of follow-up appointments.

Hyde sets out clear information about its response times for repairs on its website, here - Repairs and maintenance | The Hyde Group.

For emergency repairs, which include those that may affect residents’ health, safety or security, Hyde is committed to responding within 24 hours to make things safe and in most cases does this within 4 hours. A follow-up appoint is then booked to fully address the issue. 

Other repairs are prioritised based on their urgency to make sure the most important ones are completed first. Most non-urgent repairs are completed within 30 days. However, the most common response time is two days currently. 

Should the proposal go ahead, Arhag residents would benefit from these clear response times and also from Hyde’s in-house repairs service. The in-house repairs service gives the organisation more control over the responsiveness and quality of the service, which is something Arhag isn’t currently able to offer, 

Should the proposal go ahead, residents will continue to have several ways to escalate concerns. As well as its Customer Service Centre, which residents can call, and its online MyAccount service, Hyde offers a a formal complaints process that residents can use to raise concerns if needed. Hyde has doubled the number of colleagues working in this team over recent years. 

The performance of the organisation will continue to be scrutinised by both Hyde’s formal Board governance arrangements, and through its engaged residents structure, which includes its Customer Voice board. 

Hyde will continue to comply with and be accountable to the Regulator of Social Housing, which includes ensuring it meets the Consumer Standards. 

Arhag’s distinct identity and its deep roots in supporting refugee and migrant communities are extremely important and have been a key issue raised through the consultation. 

When we announced we were in discussions about joining the Group, Hyde was clear that it has always respected and admired the work that Arhag delivers to London communities. 

Both Arhag and Hyde share missions to improve the lives and opportunities of the residents we serve, and a vision of a great home for everyone. 

Both organisations have also been active in providing homes for refugees. Arhag’s roots are in providing homes for African refugees. In recent years, Hyde has helped to support Ukrainian refugees. The proposal creates an opportunity to further work in this area. 

Hyde was founded in 1967 by a small group of young people who wanted to tackle homelessness in communities where the poorest and most vulnerable members of society were living in terrible housing. Today, Hyde remains clear that it’s charitable and social purpose are at the heart of what it does. In its recent Strategic Plan, Hyde explains that, as a group led by a not-for-profit charity, it’s a local social landlord at heart, with a commitment to serving communities. 

Whilst the proposal does represent change for Arhag, the benefits to residents from improved services and greater investment, underpinned by the reassurance that both organisations share missions and a history of supporting diverse communities, we’re confident that the valuable and unique service Arhag has provided will strengthen the group and what it can do for people and communities.

There will be no changes to how rents are set as a result of the proposal, and they will continue to be set in line with government rules. Service charges will continue to be clearly explained to residents, based on actual costs, and subject to challenge in line with existing processes. Any future changes would be communicated clearly and in advance.

All existing obligations, including open complaints, Housing Ombudsman orders, and agreed repair programmes, would transfer and continue to be delivered. Residents will not lose any protections or agreed outcomes as a result of the proposal.

Yes. Repairs will continue to be delivered exactly as they are now. The consultation does not pause or change day-to-day services.

Yes. All existing repair requests remain active. They will continue to be managed and completed as normal.

No. There are no planned reductions in repairs activity because of the consultation or proposal. However, if you experience delays, please report them so they can be addressed.

No. Planned works programmes already approved will continue. Any wider review of programmes would be based on building condition and investment priorities, not the process of Arhag joining Hyde itself.

You will be notified in writing of the reason for any pause, the expected timeframe, and whether it is due to operational, contractor or supply-chain issues – none of which are linked to the proposal.

Your complaint will continue to be managed under the same process. If the proposal to join Hyde proceeds, any open complaints will transfer to Hyde’s system with no loss of progress.

No complaint will be closed solely because of the proposal to join Hyde. Cases will only be closed if resolved or at your request.

Yes. You remain fully entitled to escalate your complaint—including to the Housing Ombudsman—regardless of the proposal.

We will only share data with Hyde if the proposal goes ahead, and only the minimum information needed to provide your services.

This includes contact details, tenancy information, repair history and relevant safety records—so that services continue without disruption.

Yes. Residents will be notified before any data transfer takes place.

Updates will be provided throughout the consultation via our FAQ’s and decision period via letters, email, the website, text messages, and resident meetings.

Yes. Written information will continue to be provided, including accessible formats.

Hyde’s annual review for customers is available here:

Annual review for customers 2024-25 | The Hyde Group

Information about Customer Involvement at Hyde

Customer Involvement | The Hyde Group

and in particular scrutiny - Scrutiny activities | The Hyde Group
 

The proposal provides Arhag with stability and the opportunity to continue delivering our shared vision of a great home for everyone. 

• Like many housing associations, the financial pressures of recent years mean Arhag needs the support of a strong partner in Hyde to continue delivering safe, decent homes and good quality services for its customers.
• This partnership will bring together two organisations founded with shared missions to improve the lives and opportunities of the customers we serve. We’ll build on our commitment to serving local neighbourhoods, so they can thrive, by investing to deliver great homes and services, with customers’ voices at the heart of what we do.  

By joining together, we can create a stronger regional organisation that can deliver more for residents and remain resilient for the future.

If the proposal goes ahead, you can expect a landlord that is:

• More financially robust, with greater capacity to invest in existing homes
• Able to deliver better repairs and maintenance through combined expertise
• Focused on improving customer service, including faster response times
• Committed to a strong local presence, with staff in neighbourhoods across London and the South East
• Expanding resident involvement, influence and feedback mechanisms
• Better able to deliver new homes in areas of high need

The aim is to enhance services while protecting everything you value about your current landlord.

No immediate changes. It is business as usual throughout the consultation and planning stages. You should continue to:

• Report repairs as normal
• Pay rent in the usual way
• Contact your existing customer service teams

Any future service improvements would be phased in carefully and communicated clearly.

No. Repairs, maintenance and major works programmes will continue as planned.
In the longer term, the combined organisation expects to have more resources to improve repair quality and invest in homes.

No. Day-to-day services and planned programmes will continue unaffected.
The partnership aims to enhance, not slow down, investment in homes.

Both are regulated social housing providers operating across London and the South East. Each has a strong track record in supporting residents, maintaining homes, and working closely with local communities.

A more detailed profile will be shared at resident events and you can read more about Hyde on their website here: https://www.hyde-housing.co.uk/

The consultation is now closed. Thank you to everyone who took part.

No decision has been made.
A name would be agreed only if the proposal is approved and may involve resident input.

No.
Your tenancy rights, terms and conditions, and security of tenure will remain exactly the same.
These cannot be changed by a partnership.

No.
Rents will continue to be set once a year in line with government rules.
Service charges will continue to be based on the cost of delivering services.
The proposed partnership does not change these rules.

Whether the partnership proceeds through a subsidiary arrangement or a Transfer of Engagements, residents’ rights, protections and tenancy terms remain exactly the same.

There will be no changes to:

• Your lease
• Your rights
• Your service charge processes

All legal protections remain exactly as they are today.

No.
Benefits are based on your personal circumstances, not who your landlord is.

Yes.
The existing routes remain exactly the same.

There is no change to your rights.
The government has not introduced a national voluntary Right to Buy for housing association tenants.
Until that happens, the position remains unchanged.

No immediate changes.
Local staff and customer services remain in place.
You should continue to deal with the same people as you do now.

If any team structures change in the future, residents will be informed in advance.

No.
Both organisations are committed to maintaining strong local relationships and visibility. A larger organisation can also invest more in strengthening neighbourhood services.

In addition, new consumer regulation requires landlords to demonstrate stronger local engagement, not weaker.

All services—including repairs reporting, rent payments, and customer service queries—will continue to be delivered via existing routes.
Any future improvements, such as a new resident portal, would be introduced carefully and with support.

Yes.
Existing contracts will remain and any future changes would be planned and communicated.

Resident involvement will continue—and strengthened further—through:

• Consultation events
• Resident panels
• Scrutiny groups
• Surveys and feedback channels
• Direct engagement on service design

Resident voice will continue to be a core feature of the partnership, benefiting from Hyde’s Customer Involvement service and approach.

There will be some one-off costs, including legal and professional fees.
These costs:

• Will not be added to your rent or service charges
• Are expected to be outweighed by long-term savings
• Enable the new organisation to invest more in homes and services

We will work to minimise any disruption.
There may be some internal system changes later on, but these will be carefully planned. Residents will be kept informed throughout.

The partnered organisations will:

• Continue to be regulated by the Regulator of Social Housing
• Be subject to the Consumer Standards
• Report on performance
• Be required to demonstrate resident influence
• Maintain clear complaints routes and service standards