Introduction
This self-evaluation has been prepared in accordance with the Welsh Government’s Regulatory Framework for Registered Social Landlords. It provides a Board approved, evidence-based assessment of our governance, service delivery, and financial viability over the past year.
Self-evaluation reflects our commitment to co-regulation, transparency, and continuous improvement, and demonstrates how we have engaged with customers, responded to key risks, and maintained compliance with the Regulatory Standards. It covers the Hedyn Group, including Candleston and Almshouses and sets out our approach to assurance, accountability, and improvement. It is a continuous process Hedyn keeps under regular review through a rolling programme of review and engagement.
It’s Board-owned and overseen by a dedicated working group, ensuring rigorous scrutiny and alignment with our Strategic Planning Framework. The voice of the customer is central, with regular feedback mechanisms and bespoke sessions with our resident panel ‘Consultative Panel and ‘Buzz’ directly informing our assessment and compliance ratings.
Underpinned by robust, outcomes-based evidence drawn from across the Group. Our assessment references a wide range of documented assured sources, including Board assurance reports, performance information, independent reviews, and direct feedback from customers. All compliance statements and improvement actions are supported by clear, accessible evidence, ensuring that our conclusions accurately reflect the reality of our governance, service delivery, and financial viability.
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Compliance summary
Group formation: Hedyn established on 1 April 2025 following voluntary merger of Melin Homes and Newport City Homes after extensive due diligence and engagement.
Adoption of Model Rules for Housing Associations in Wales 2021; Board approved Hedyn Group Rules, Standing Orders, Financial Regulations, Scheme of Delegated Authority, CHC Code of Governance.
We maintain a strong and sustainable financial position. Our annual budget and 30-year business plan are approved by the Board and fully aligned with our Strategy and Corporate Plan to deliver our priorities.
The business plan undergoes annual independent analysis to confirm financial strength, supported by third-party assurance from our treasury advisors. Comprehensive stress testing is undertaken, with mitigation plans reported to the Board to ensure resilience under a range of scenarios.
As a new organisation, Hedyn has established a unified approach to service quality by implementing a new Strategy, Corporate Plan, and Customer Experience Strategy, as well as a codesigned Our promise to you. These set clear service expectations, shaped by resident feedback, and are underpinned by robust monitoring and reporting mechanisms.
This framework ensures ongoing scrutiny of service delivery, enabling us to act promptly on issues and continuously improve outcomes for our customer
As a newly formed organisation, Hedyn has established a new, integrated approach to resident engagement, building on best practice from both legacy associations.
We have launched a Customer Experience Strategy and created new resident-led groups, such as Buzz and the Consultative Panel, to ensure tenants’ voices shape our services and governance. Our engagement framework is embedded at all levels, ensuring meaningful resident involvement in decision-making from the outset.
We undertake a thorough, evidence-based assessment of compliance against each of the Welsh Government Regulatory Standards and their components. This assessment is reviewed and approved by the Board, supported by documented assurance and linked evidence sources.
Hedyn operates under the Model Rules for Housing Associations in Wales 2021 and has adopted the Community Housing Cymru Code of Governance. The Board is undertaking an annual ‘comply or explain’ review, confirming full compliance, with any actions for further improvement monitored quarterly
Hedyn has regular mechanisms for customer feedback embedded across the association from surveys to learning from complaints and compliments. In addition, bespoke sessions were held with our resident panel ‘Buzz’, firstly on the revised Regulatory Framework and the changes and secondly on our approach to self-evaluation and to check and challenge our assessment and compliance ratings.
Hedyn’s self-evaluation process is embedded within our Strategic Planning Framework, ensuring alignment with routine reporting and assurance against strategies and delivery plans. This provides a robust evidence base for assessment.
The Board established a dedicated working group to oversee the process, scrutinise evidence, and confirm its integrity. The Board retains ownership and applies rigorous challenge to ensure the evaluation accurately reflects performance and is informed by the real experiences of our residents.
Hedyn’s Board-approved Risk and Assurance Approach provides a robust framework for identifying and managing operational and strategic risks. Our risk register is continuously reviewed, with key concerns and mitigations reported quarterly to the Board.
This ensures oversight of major risks, the effectiveness of controls, and alignment with our strategic priorities. Stress testing, scenario planning, and assurance mapping underpin our approach, enabling proactive action to maintain resilience and safeguard delivery of our objectives.
Standard 1: Strategic leadership and governance
Compliant
We have strong leadership and clear decision-making that keeps us focused on what matters most, supporting our residents and communities. Our Board and leadership team use good quality information to make informed decisions and manage risk. We listen to feedback and use it to shape what we do, so we can make a real difference where it’s needed most.
Summary
Hedyn has strong leadership and governance in place to help us achieve our purpose and make a positive difference to people’s lives. Our Board-approved strategy, adopted in April 2025, sets a clear direction for the organisation and reflects our vision of connected communities where everyone can live well. It is supported by a three-year corporate plan and regular performance reporting, helping us stay focused on delivering high-quality homes and services.
We have clear governance arrangements that ensure we meet all legal and regulatory requirements. Our Board operates under an approved Code of Governance and is supported by robust policies, controls and assurance processes. We use high-quality data, insight and risk management to support decision-making, so we can respond to challenges and deliver on our priorities with confidence.
Equity, diversity and inclusion (EDI) are central to how we work. Our EDI Pledge sets out clear commitments to promote fairness, tackle inequality and build an inclusive organisation. This is embedded in our decision-making, policies and services, helping us deliver better outcomes for our residents and communities.
We also place strong emphasis on listening to our residents. Resident feedback plays an important role in shaping our services ,and strategic priorities. Through formal and informal engagement residents are able to influence decisions and see the difference their feedback makes.
Standard 2: Risk management and assurance
Compliant
We take a proactive approach to identifying and managing risks that could affect our services or plans. Our controls and assurance of those controls help us stay on track, protect our homes, and respond to challenges quickly. This means we can keep delivering safe, reliable services for our residents, even when things change.
Summary
Hedyn has strong risk management and assurance arrangements in place to support the delivery of our strategy and protect our homes, services and communities. Our Board approved Group Risk and Assurance Approach sets out how we identify, manage and monitor risks and opportunities across the organisation. A clear risk appetite guides decision-making, helping us take informed and proportionate risks while staying focused on what matters most.
We maintain a live risk register with clear ownership and accountability, supported by regular performance reporting. The Audit and Assurance Committee provides independent oversight, reviewing key risks, controls and emerging issues on a quarterly basis. This ensures we have effective internal controls in place and can respond quickly to changes in our operating environment, including risks linked to our subsidiary.
We also plan ahead to ensure we can continue delivering services in challenging circumstances. Our business continuity, disaster recovery and cyber security arrangements are regularly reviewed and tested to make sure they remain effective and up to date. These plans cover a wide range of potential disruptions, helping us protect our residents, colleagues and homes.
We use insight and learning from real events to strengthen our approach. This includes independent reviews, sector benchmarking and lessons learned from incidents to continuously improve our resilience.
Standard 3: High quality services are delivered
Compliant
We work hard to provide services that are reliable, fair and meet the needs of our residents. From repairs and maintenance to supporting people to maintain their contract, we focus on getting things right. We share performance information openly so residents can see how we’re doing and hold us to account.
Summary
Hedyn delivers high-quality, reliable services that support residents to live well in their homes and communities. Following our merger, our priority has been to maintain strong, consistent services while working with residents to shape future improvements. Our repairs and maintenance service is focused on getting things right first time, supported by effective triage and close monitoring of performance. Resident feedback shows positive satisfaction with repairs and the quality of homes, giving us confidence in our core services.
We take a proactive, person-centred approach to supporting residents. This includes early intervention, access to tailored support, and advice on money and energy to help residents sustain their homes. We also work hard to deliver timely adaptations, helping people live safely and independently. Keeping our residents safe is a high priority, with robust arrangements in place to respond to antisocial behaviour, domestic abuse and hate crime.
Listening to residents is central to how we improve services. We use a range of feedback, including surveys, complaints and direct engagement, to understand what’s working well and where we need to do better. This insight is used to drive service improvements and shape our priorities, supported by our Customer Experience Strategy.
We are committed to fairness and making sure services meet people’s different needs. We use data and insight to identify and address inequalities and improve outcomes. Performance information is shared openly, giving residents clear visibility of how we are doing and the opportunity to challenge and influence our services.
Standard 4: Residents are empowered to influence services
Compliant
We believe our residents know what works best in their communities. That’s why we create opportunities for them to share their views and shape our services. We listen, learn and act on feedback, using it to improve what we do to build stronger, connected communities.
Summary
Hedyn creates meaningful opportunities for residents to influence how services are designed and delivered. We offer a wide range of ways to get involved, from formal groups such as Buzz and the Consultative Panel, to more flexible ways of sharing feedback such as surveys. This helps make sure our approach is inclusive and accessible, so residents can take part in a way that works for them.
Listening to residents is central to how we make decisions. Resident feedback is built into our governance and assurance processes, alongside performance and financial information. This ensures the resident voice is considered at every level of the organisation. Our approach is supported by our Customer Experience Strategy, which keeps engagement focused, responsive and aligned to what matters most to residents.
We can clearly demonstrate the difference resident involvement makes. Residents worked with us to develop Our Promise to You, which sets out the standards they can expect from our services. Feedback is used to shape policies, improve services and prioritise areas where change will have the biggest impact. We regularly share ‘You said, we did’ updates so residents can see how their input leads to real improvements.
We also make sure a wide range of voices are heard. We actively engage with residents from different backgrounds and communities to understand diverse experiences and needs. Learning from feedback, complaints and past service issues is embedded into how we improve services and plan for the future. This helps us deliver services that are fair, inclusive and shaped by the people who use them.
Standard 5: Rents and service charges are affordable
Compliant
We set rents and service charges in a way that balances affordability with the need to invest in our homes and services. We follow Welsh Government guidance, best practice, and consider the impact on our residents. This helps us remain fair, transparent and sustainable for the future.
Summary
Hedyn is committed to setting rents and service charges that are fair, transparent and affordable for our residents, both now and in the future. We follow all relevant rules and guidance, including standards set by Welsh Government, and review and consult on our approach each year to make sure it remains appropriate and sustainable.
Affordability is central to our decision-making. We use insight, including large-scale surveys, to understand the real impact of rent and service charges on our residents. This helps us make informed choices, such as freezing or reducing charges where affordability is a concern. We also take practical steps to support residents who may be struggling, including maintaining a dedicated hardship fund.
Our Board plays an active role in overseeing rent setting, considering both regulatory requirements and the needs of our residents. This ensures we strike the right balance between keeping homes affordable and continuing to invest in services, existing homes and new homes for the future.
We are open and transparent about how rents and charges are set, and we review our approach regularly to learn and improve. By listening to residents and using evidence to guide decisions, we make sure our approach remains fair, consistent and focused on supporting people to sustain their tenancies.
Standard 6: Strategic approach to value for money
Compliant
We’re committed to making sure every pound we spend makes a difference. By planning carefully and reviewing how we deliver services, we look for ways to improve and do things better. This helps us improve how we invest in our homes, support our communities, and deliver the best possible outcomes for our residents.
Summary
Hedyn takes a strategic and balanced approach to value for money, making sure every pound we spend delivers the best possible outcomes for our residents and communities. Our focus is not just on cost, but on the quality and impact of the services we provide. This means we consider how resources are used to improve homes, support residents and strengthen communities.
Value for money is embedded in how we plan, make decisions and deliver services. We use a combination of performance, cost and resident satisfaction information to understand how well services are working and where improvements can be made. This is supported by regular reporting to our Board, giving clear oversight and ensuring value for money remains a key priority.
We also take a consistent and transparent approach to procurement, making sure we achieve the right balance between cost, quality and social value. This helps us deliver services that meet residents’ needs while supporting wider community benefits. Our approach is supported by ongoing review and improvement, with clear action plans in place to strengthen how we deliver value.
Listening to residents plays an important role in this. Feedback, including views on rents and service charges, is used to inform decisions and shape our priorities. Alongside this, internal audit and governance arrangements provide assurance that we are using resources effectively and delivering on our commitments.
Standard 7: Financial planning and management
Compliant
We plan for the short, medium and long term to make sure we remain financially strong. This allows us to invest in existing homes and build new ones for future generations. We regularly review our plans and manage risks so we can continue to deliver on our commitments.
Summary
Hedyn has strong financial planning and management in place to support our long-term sustainability and deliver our purpose. Our financial plans are closely aligned to our strategy, ensuring we can invest in existing homes, build new homes and provide high-quality services. These plans are developed through a structured approach that links priorities, resources and long-term investment.
We regularly monitor our financial performance and report this clearly to our Board. This includes detailed information on budgets, forecasts and any changes, allowing us to respond quickly to emerging risks or pressures. Alongside this, we carry out in-depth reviews of key financial assumptions to ensure our plans remain realistic and resilient.
We are financially viable in the short, medium and long term. We carefully manage our funding and maintain strong relationships with lenders, ensuring we have the resources and flexibility to meet our commitments. We monitor our financial covenants closely and consistently meet the requirements agreed with our funders.
We also plan for uncertainty. Through stress testing and scenario planning, we assess how our finances would perform under different conditions and take action to manage risks where needed. This helps us make informed decisions and remain resilient in a changing and challenging world.
Our treasury management strategy supports all of this, ensuring we manage borrowing, investments and cashflow effectively. Together, these arrangements provide confidence that Hedyn is financially strong, well managed and able to continue delivering for our residents now and in the future.
Standard 8: Asset and liabilities - compliant
Compliant
We have a clear understanding of the homes we own and how they perform. This helps us make informed decisions about investment and future improvements. By managing our assets well, we can maximise their value and support our long-term goals.
Summary
Hedyn manages its homes and assets in a way that supports our long-term sustainability and delivers the best outcomes for residents and communities. We maintain an accurate and up-to-date record of our homes and assets, which helps us make informed decisions about investment, improvement and future planning. This information is regularly reviewed by our Board, ensuring strong oversight and accountability.
We use a clear, evidence-based approach to understand how our homes are performing. This includes looking at financial, technical and community factors so we can identify where investment will have the greatest impact. Where homes or areas are not performing as well as they should, we consider a range of options – from targeted improvements and regeneration to longer-term redevelopment plans. This ensures we make balanced decisions that support both current needs and future priorities.
Our assets play an important role in delivering our social purpose. As well as providing good quality homes, we also use our wider assets to support communities and generate value that can be reinvested into services. We take a responsible approach to this, with clear limits in place to manage any commercial risk and protect our core housing services.
We continue to strengthen our understanding of our homes through improved data and ongoing investment planning. This is helping to shape our long-term asset management and decarbonisation plans.
Together, these arrangements ensure we are making the best use of our assets, keeping homes safe and sustainable, and supporting thriving communities now and in the future.
Standard 9: High quality accommodation
Compliant
Keeping residents safe is our priority. We make sure our homes meet all required safety and quality standards and act quickly if something needs attention. Through ongoing investment and checks, we’re working to provide homes people can feel proud of.
Summary
Hedyn is committed to providing safe, high-quality homes that meet all relevant standards and support residents to live well. We ensure our homes comply with all legal and regulatory requirements, including the Welsh Housing Quality Standard. All our homes currently meet this standard (excluding acceptable fails), and we are continuing to invest to meet updated requirements. We regularly monitor and report on quality, condition and investment to ensure our homes remain safe, comfortable and fit for the future.
Keeping residents safe is our top priority. We have strong arrangements in place to manage all areas of landlord health and safety, including fire, gas, electrical safety and damp and mould. Performance is monitored closely through regular reporting and specialist oversight, helping us to identify and address any issues quickly and effectively.
We maintain an up-to-date understanding of the condition of our homes through ongoing surveys and data analysis. This allows us to plan investment where it is needed most, including improving energy efficiency and reducing carbon emissions. Our long-term plans ensure we continue to invest in homes so they remain safe, sustainable and affordable.
We take a proactive approach to identifying and resolving risks. If any issues arise, we act quickly to put things right and learn from them to improve our services. Through strong governance, clear oversight and continuous improvement, we make sure our homes provide a safe, high-quality environment for residents now and in the future.