Social Tenants Access to Information Requirements (STAIRs)

Our corporate plan, The Onward Difference, sets the direction for our organisation. It explains what we want to achieve, how we will improve services, and how we will invest in homes and communities. 

Our Board and Executive Team use this plan to guide how decisions are made and to make sure our work stays focused on the things that matter most to customers. Customer feedback, involvement and consultation also play an important role in shaping services and influencing future decisions. 

We share updates on our progress through reports, research, newsletters and other publications, so you can see how decisions are made, how customer views have been considered, and what this means for your home and services. 

You can find more information on the following pages of our website. 

• Legal information (organisational structure) 

• Our corporate plan (our priorities and objectives) 

• Our Board (who’s on our Board) 

• Our Executive Team (who’s on our Executive Team) 

• Customer voice (how we’ll work with customers to shape services and decisions) 

• How we’re governed (our governance arrangements, Board and Committee structure and declaration of interests) 

• Policies (how we manage your homes and services) 

• How we’re performing (customer satisfaction) 

• Reports and research (annual governance reporting including performance and complaints) 

• Newsletters (customer consultations, engagement activities and the impact customer feedback has on services and decision-making) 

The pages and reports below explain how we plan for the future, invest in homes and services, and make decisions about rent, service charges and funding. They also show how we’re performing and balancing our resources so we can keep improving homes, supporting communities and delivering services that matter to you. 

• Reports and research (how we have improved and invested in homes, services and neighbourhoods) 

• Annual report and accounts (financial performance, spending, borrowing, value for money and long-term financial planning, development programme, investment activity, funding arrangements, treasury information and financial documentation) 

• Rent and service charges (information about rent and service charge levels, and how this income is used) 

• My Onward Portal (your rent and service charge statement) 

We’re one of the largest registered providers of social housing based solely in the North West of England, with 35,000 homes across Greater Manchester, Cheshire, Merseyside and Lancashire. We’re committed to ensuring these are safe, well-maintained and sustainable.  

The pages and reports below explain how we look after your home, plan improvements, invest in repairs and maintenance, and share updates on safety, sustainability and future developments. 

• Our corporate plan (our priorities and objectives) 

• Reports and research (our housing stock, planned maintenance and investment programmes, development programme and acquisition of new homes, and service improvements) 

• Environmental, Social and Governance Report (energy efficiency, carbon reduction initiatives, progress towards net-zero ambitions and wider environmental performance)

• Home safety (guidance on fire, gas, lift and water safety) 

• Repairs (our repairs and damp, mould and condensation services) 

• News and Newsletters (investment activities, service improvements, safety initiatives and performance updates) 

We want you to be able to see how we’re performing, meeting important standards, and what we’re doing to improve services.  

The pages and reports below share information about customer satisfaction, complaints, repairs, housing management, regulatory compliance and the support available to help you stay safe and well in your home. They also show how we listen to feedback, learn from what you tell us, and take action to keep improving. 

• Tenant Satisfaction Survey Results (how we performed in line with the Tenant Satisfaction Measures)   

• Customer Annual Report (customer satisfaction, service performance and the improvements we’re making across our services) 

• Annual Complaints Performance and Service Improvement Report (how we’re performing around complaints and the ways we’re improving services, our Governing Body’s response and self-assessment in line with the Housing Ombudsman’s Complaint Handling Code) 

• About us (regulatory judgements and assessments) 

• Annual report and accounts (regulatory requirements and returns) 

• For tenants and Policies (tenancy management and tenancy sustainment) 

• News (media releases) 

We’re here to help you look after your home, manage your tenancy and get the right support when you need it. The pages and documents below provide clear, helpful information about the services and support available.  

• For tenants (our services and support) 

• Customer charter (our service standards) 

• Welcome packs (our services, your responsibilities and how to access support) 

• Repairs handbook (our repairs service) 

• Damp and mould guide (our guide to damp, mould and condensation) 

• Policies (how we make decisions, manage social housing and tenancies and support tenancy sustainment) 

• Our corporate plan (our priorities and objectives) 

• Customer voice (how we’ll work with customers to shape services and decisions) 

• Reports and research (how we have improved and invested in homes, services and neighbourhoods) 

• News and Newsletters (news updates and customer communications) 

We keep a range of lists and registers to help manage homes safely, meet legal and regulatory requirements, and make sure our services are well run. The pages and documents below will help you understand how we manage homes, meet regulatory requirements and ensure high standards of safety and governance. 

• Homes to rent (how to apply for housing, join a housing register and access your local Choice Based Lettings scheme) 

• How we’re governed (our governance arrangements, Board and Committee structure and declaration of interests) 

• Home safety (guidance on fire, gas, lift and water safety) 

• Repairs (our repairs and damp, mould and condensation services) 

• News and Newsletters (investment activities, service improvements, safety initiatives and performance updates) 

• Tenant Satisfaction Survey Results (how we performed in line with the Tenant Satisfaction Measures)   

• Customer Annual Report (customer satisfaction, service performance and the improvements we’re making across our services) 

• Annual Complaints Performance and Service Improvement Report (how we’re performing around complaints and the ways we’re improving services, our Governing Body’s response and self-assessment in line with the Housing Ombudsman’s Complaint Handling Code) 

• Annual report and accounts (financial performance, spending, borrowing, value for money and long-term financial planning, development programme, investment activity, funding arrangements, treasury information and financial documentation)  

• Environmental, Social and Governance Report (energy efficiency, carbon reduction initiatives, progress towards net-zero ambitions and wider environmental performance)