Social Tenant Access to Information Requirements (STAIRs)

STAIRs

• Governance and decision making
• • You can find information about Saxon Weald, how we work, our values and our commitment to customers in the About us section of our website. 

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  • Saxon Weald is a Community Benefit Society, registered with the Financial Conduct Authority (FCA) - registration number 7971. Details can be found here.

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  • Our Board members, Committees and Committee members and our Executive team can also be found in the About us section of our website. 

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  • Our organisational structure can be found here 

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  • Our policies and decision-making processes are available on our Policies page 

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  • Information about customer influence and consultations can be found on our You talked – we listened page 

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  • We use customer engagement to improve operational effectiveness, build stronger relationships with our customers and build stronger communities. Our Customer Engagement Plan sets out our engagement activities for 2026/27. 
    

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  • Our Customer Engagement Impact Assessment Reports 2025-26 and 2024-25 provide detailed breakdowns of who engages with us and in what way. It further explores how we have responded to that feedback and what areas we need to develop.

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  • Our customer Task and Finish Groups (TFG), get together to review key service areas of our business. Their detailed recommendations then form part of a review and influence change. You can view their reports here:
  • TFG Anti-social behaviour report
  • TFG Estate services report
  • TFG Lettable standard review

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  • How we handle and prioritise complaints, our Complaints Process and Complaints Policy can be found on our Complaints page  

   

• Spending
• • Our detailed Financial Statements are published annually on our Publications page and include how we raise money, and the grants and service charges we receive.  

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  • Our annual Performance Report provides details of how we spend our money. 

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  • Customers can view and download a copy of their rent and service charge statements by logging into their My SaxonWeald account or My WealdLiving account if they are a homeowner. 

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  • You can find information about service charges on our homeowner website. Our Service Charges Guide gives more detail. Customers also receive an annual statement showing a breakdown of their service charges for the year. 
    

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  • The customer guide to our Service Charge and Rent policy explains how Saxon Weald sets rents, service charges and other charges.

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  • Our approach and how we achieve value for money is detailed in our Financial Statements. 

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  • We signed a contract with Homes England to build affordable housing between 2021 and 2026. Expenditure relating to this contract can be found here: 

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  • When procuring new contractors, we receive quotes and consult with our affected residents. This is called a Section 20 Consultation. You can find out more about our process here: 

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• Housing stock management
• • Our 2026-29 Corporate Plan, Delivering Better Together, sets out our strategy and goals for the next four years. It includes information about how we will improve the safety and quality of our homes. 

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  • Our business strategies and plans can be found in our publications section of our website. 

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  • Policies relating to our decision-making as well as those relating to the management of social housing can be found under Policies on our website. 

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  • Customers can find information about our repairs service and planned maintenance programme on our website under Repairs.  

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  • We detail what we have spent on maintenance in our Annual performance report and financial statements 

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  • We are surveying all our properties so we understand their condition and know where improvements are needed. We publish information about this work, including what we have invested and completed so far, in our Financial statements and Annual performance report. Customers can also visit the safety pages on our website for advice on keeping their homes safe. 

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  • Details of the safety measures we carry out, including the checks and services we have completed, are detailed in our Annual performance report. Regular updates on how we are performing against our targets can be found in our Tenant Satisfaction Measures (TSMs) on the website.  

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  • Damp and mould. In response to Awaab’s Law, we have a dedicated damp and mould team, who respond to reports of damp and mould in customers’ homes. We publish information about damp, mould and condensation and how to report it on our webpage. 
    

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    _{Damp and Mould process} 

    _{Damp and Mould policy}  

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  • Details about the energy efficiency of homes and our investment to improve them, along with the work we have done to combat damp and mould can be found in our Annual performance report. 

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  • Awaab’s Law part 2. We are currently installing a new software system that will help to help log, triage and monitor cases that fall under Awaab’s Law part 2. We are rolling out training to all colleagues. We will be publishing guidance to customers as soon as this is complete. 

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  • Our Annual performance report also provides information about the homes we manage, lettings, sales of shared ownership homes and rents. 

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• Performance
• • We publish the results of our Tenant Satisfaction Measures (TSMs) on our website. There are a set of 12 measures we ask customers about, and a further 10 measures we collect ourselves. It includes details on: 
  • Overall satisfaction 
  • Keeping properties in good repair 
  • Maintaining building safety 
  • Respectful and helpful engagement 
  • Effective handling of complaints 
  • Responsible neighbourhood management 

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  • We use customer engagement to improve operational effectiveness, build stronger relationships with our customers and build stronger communities. Our customer engagement plan sets out our engagement activities for 2026/27.  

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  • The Housing Ombudsman publishes any complaints’ cases they have investigated, on their website.  

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  • Information about our assessment from the Regulator of Social Housing and our Moody’s credit rating can be found on our Investor relations page of the website. 

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  • The News page on our website is regularly updated with any press releases, corporate news and details of our charitable activities. 

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  • Our Annual Performance Report is sent to customers by post or email and is also available on our website. It explains how we are performing and how we spend our money. It also includes information on anti-social behaviour cases, evictions, rent arrears, complaints and our services. 

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  • Our service standards explain what customers can expect from us. They include our response times and a short summary of some of our procedures. 

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  • We are committed to protecting the privacy and security of your personal information. Our privacy notice explains what information we collect and how we use it. To make a Data Subject Access Request (SAR) simply complete this form and return to us. 

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  • Our Annual Complaints Report provides the information required under the Housing Ombudsman’s complaint handling code.

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• Housing services
• • Customers can download our Tenants’ Guide from the website. It explains tenancies, repairs, our services and the support available. 

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  • Information about living in our homes, tenancy management, safety and other support services can be found in the Services and support section of our website. 

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  • You can learn more about our approach to anti-social behaviour, damp and mould, safeguarding and complaints, and report them to us via our Report a problem webpage. 

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  • The Safety in your home page provides practical advice about potential hazards in and around the home and how to avoid them. It also has information about the checks we carry out to keep our customers’ homes safe. 

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  • Our Advice and support pages have information about mental health, cost of living, and interpreting services. Our Helping Hand Guide is also available as a download, offering tips on energy use, making money stretch further, support services and benefits. 

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  • Our service standards explain what customers can expect from us. They include our response times and a short summary of some of our procedures. 

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• Lists and registers
• • Saxon Weald is a registered provider of social housing and is listed on the Government website for the Regulator of Social Housing. 

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  • Our Tenant Satisfaction Measures (TSMs) explain how well we performed this year and the safety checks we carried out on gas, electricity, asbestos, water safety (legionella) and lifts. 

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  • Details about the work we have done to tackle damp and mould, including the number of reported cases, can be found in our Annual Performance Report. 

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  • Customers who have communal cleaning and grounds maintenance services, can find details of these services and their schedules on the website pages. Alternatively, they can scan a QR code or read information that is displayed on their property noticeboard.  

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• Social housing management

• Our Policies page includes policies on how we manage social housing, including complaints, anti-social behaviour and domestic abuse. 

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