Access to information

Our annual report and audited accounts show the money we receive, what we spend and our financial position. They also explain our work and progress during the year. We update our Impact and Reports page annually with the latest report and accounts. 

Our Procurement Policy explains how we choose suppliers and approve spending. We consider cost, quality, reliability, sustainability and social value so that purchases meet our needs and provide value for money (see our Policy Library) 

We use rental income to manage and maintain our buildings and provide housing management services. This includes repairs, planned maintenance, safety work and the day-to-day management of residents’ homes.

Our housing and support services are funded through a combination of commissioned contracts, rental income and fundraised income. These sources help us provide accommodation, support residents and improve our services. 

Our Board and managers regularly review information about housing, support, repairs, safety, complaints and resident outcomes. We are developing a shorter public performance report so residents can see the main results, areas for improvement and actions being taken. We will publish it here when it is ready. 

Resident Satisfaction Measures show what residents think about their homes and our services, alongside our performance on repairs, complaints and building safety. We update the results annually on our resident page 

Our annual complaints report shows how many complaints we received, how quickly we responded, what residents complained about and what we changed as a result. We also publish our annual self-assessment against the Housing Ombudsman’s Complaint Handling Code and the Board’s response which can be found in our complaint page.  

Information about our services, support, activities, facilities, repairs, complaints and other issues affecting residents is available on our Information for residents page. 

We give residents clear information about their rent and service charges, including any changes. If a resident is struggling to pay, we aim to provide early support and agree a manageable way forward. Our Arrears Policy explains how we prevent and manage rent arrears while supporting residents to maintain their accommodation. 

If you need help finding, accessing or understanding information on this page, email tell-us@your-place.org.uk. We can provide information in another format or language. Tell us what support you need. 

If you think information that should be included in our STAIRs Publication Scheme is missing, email tell-us@your-place.org.uk and ask us to review this. 

We will normally complete the review within 30 calendar days. If we need more time, we will explain why and tell you when to expect our response. If you remain unhappy after our review, you can contact the Housing Ombudsman. 

From 1 April 2027, residents will have the right to ask us for information we hold about the management of their home and our housing services. 

We are developing a simple process for making and responding to these requests. We will publish full details on this page before the new right takes effect.