Finding information about us and your home
We want to be open and transparent about how we manage your home and the services we provide.
The Social Tenant Access to Information Requirements (STAIRs) give residents greater access to information about their landlord and the management of their homes.
From 1 October 2026, housing associations are required to proactively publish certain information about how they operate and manage social housing. We’ve brought this information together below to make it easier for you to find.
We’ve used the National Housing Federation and Anthony Collins STAIRs guidance to help us decide what information to include and how to make it available.
We’ve tried to make everything as easy to find as possible, but if you think something is missing or you’re struggling to find the information you need, please complete this form and our Communications team will review your request and get back to you with an update.
If you need any of the information or documents on this page in a different format, please let us know.
From 1 April 2027, STAIRs will also give residents the right to ask us for information about the management of their social housing that isn’t already published, subject to some exceptions. We’ll provide more information about how to do this before April 2027.
Governance and decision making
Find out more about who we are, how we’re run, how decisions are made and how residents can influence what we do.
About us
Find out about who we are, our purpose and what we want to achieve for our residents and communities.
How we’re structured
Find out how we’re structured and about the senior people responsible for different areas of our organisation.
Our Board
Our Board is responsible for setting our strategic direction and making sure we’re well run. Find out who our Board members are and more about their roles.
Our committees
Our committees support our Board by looking at particular areas of our work in more detail.
This includes our:
Homes and Investment Committee
Remuneration and Nominations Committee
Our Leadership team
Meet the people responsible for the day-to-day leadership of our organisation
How we make decisions
Find our rules and other documents that explain how we’re governed and how decisions are made.
National Housing Federation (NHF) Code of Conduct 2022
Resident Experience Committee – Terms of Reference
Board and Committee Members – Declaration of Interest Register 2025-26
How residents influence our services
Your views help us understand what’s working well, where we can improve and what matters most to our residents.
Find out how you can get involved, the different ways we listen to residents and how your views influence our decisions.
From 1 October, we’ll publish future Resident Experience Committee meeting agendas and minutes. Our next REC meeting is on 15 December 2026.
Resident Voice
How to get involved
The Place
How resident feedback has helped shape services
Resident Experience Committee
Here you’ll find summaries of our recent meetings
Resident Voice Strategy (2025-27)
Board meetings and decisions
From 1 October, we’ll publish future Board meeting agendas and minutes. Our next Board meeting is on 24 November 2026.
Finance and spending
Find out more about our finances, how we spend money and how we buy goods and services.
Our annual accounts
Our annual report and financial statements explain our financial position, income and expenditure.
Financial statements (2025-26)
Value for Money statement (2025-26)
As part of the Regulator of Social Housing’s Transparency, Influence and Accountability Standard, we are required to share our Directors’ salary costs. For 2025/26, our figures are:
Highest paid director (our CEO) – £23 per home
Collective executive directors’ salary costs – £80 per home
Rent
Find information about rent levels and rent collection
Rent and service charges explained
Financial statements (2025-26)
How we buy goods and services
Find out how we buy the goods and services we need to manage our homes and provide services to residents. This includes information about relevant contracts and tenders over £500 for housing management services.
Procurement principles and standards
Housing Management Contracts Register
Mergers
We are not currently involved in any mergers, so we do not have any information to publish in this section.
If this changes in the future, we’ll update this page with relevant information about the costs and financial risks associated with any merger.
Housing stock management
Find information about our homes, how we look after them, the work we’re doing to improve them and our plans for the future.
Our plans for our homes
Our strategies and plans explain what we want to achieve and how we’re investing in our homes and communities.
Investment in Homes strategy (2026-29)
Sustainability and Social Value strategy (2026-29)
Investing in our homes
Find out about the work we’re doing to improve our homes, including planned investment, energy efficiency and how we’re making sure our homes meet the required standards.
Investment in Homes strategy (2026-29)
Sustainability and Social Value strategy (2026-29)
2025-26 Environmental, Social and Governance (ESG) Report
Repairs and maintenance
Find information about how we maintain and repair our homes and how we’re performing.
Repairs information on our website
Annual repairs performance – Annual Report
Our estates and communities
Find out how we look after our estates and communal areas.
Our Neighbourhood Management policy
Information about our homes
Find information about the homes we own and manage, including the types of homes we provide.
Our homes – stock information – ESG report (2025-26)
From August 2026, we added our stock condition survey performance to our monthly performance dashboard. Alongside this, we also added the percentage of our homes that have an Energy Performance Certificate (EPC) of C and above.
Monthly stock condition survey performance
Buying, selling or transferring homes
Find information about relevant homes we’ve bought, sold or transferred, as well as any planned transfers for this financial year.
Stock and asset transfers – ESG report (2025-26)
Eight homes are due to be sold throughout 2026-27.
Condition and improvements
Find information about maintenance and repair work we’ve carried out and how quickly we’ve responded.
Performance
We regularly monitor our performance so we can understand what’s working well and where we need to improve.
See how we’re performing across our different services. Where possible, we’ve also included our performance throughout 2024-25.
Tenant Satisfaction Measures (TSMs)
TSMs show how residents feel about the services we provide and how we’re performing in some of the areas that matter most to residents.
Our annual report to residents
Our annual report looks back at our performance over the year and what we’ve achieved.
Our regulatory ratings
We’re regulated by the Regulator of Social Housing (RSH). You can find our latest regulatory judgement and ratings here.
RSH regulatory judgement – 12 November 2024
Housing Ombudsman Service (HOS) decisions
Find information about decisions made by the Housing Ombudsman about us.
HOS Landlord Performance Report 2025-26
HOS determination report (202304161) – April 2025
HOS determination report (202338047) – March 2026
HOS determination report (202318928) – March 2026
HOS determination report (202504177) – June 2026
Complaints
Find out how we’re performing when handling complaints, what we’ve learnt from them and what we’re doing differently as a result.
2025-26 Complaints Performance and Service Improvements Report
2024-25 Complaints Performance and Service Improvements Report
2025-26 Complaints self-assessment
2024-25 Complaints self-assessment
Audits, reviews and evaluations
Here’s a list of audits we’ve conducted over the last 12 months. If you’d like further information, please contact performance@havebury.com.
- September 2024 – Tenancy fraud
- September 2024 – Health and safety
- September 2024 – Budgetary controls
- September 2024 – Cashflow and covenants
- December 2024 – Anti-social behaviour
- January 2025 – Management of diverse resident’s needs
- February 2025 – Data integrity
- February 2025 – Shared ownership sales
- April 2025 – Asset management
- June 2025 – Data integrity
- October 2025 – Contract management
- November 2025 – Complaints management
- January 2026 – Cyber security maturity assessment
- January 2026 – Voids and lettings
- March 2026 – Workforce planning
- August 26 – Key financial controls
Health and safety
Find information about our health and safety performance and relevant assessments.
Health and safety annual report (2025-26)
Health and safety annual report (2024-25)
Evictions
Find the information about the number of evictions we’ve carried out and the reasons for them. We won’t publish information that could identify individual residents.
Between April 2024 – April 2025, we evicted 16 households.
- 6 of these were due to ASB
- 10 of these were due to rent arrears
Between April 2025 – April 2026, we evicted 27 households.
- 9 of these were due to ASB
- 17 of these we due to rent arrears
- 1 was due to a combination of ASB and rent arrears
From August 2026, we’ve added the number of evictions (year to date) to our performance dashboard. From April 2027, we’ll add these figures to our Annual Report.
Number of evictions (year to date) – Performance dashboard
Compensation and redress
Find information about compensation and redress, including relevant outcomes and orders from the Housing Ombudsman.
HOS Landlord Performance Report 2025-26
HOS determination report (202304161) – April 2025
HOS determination report (202338047) – March 2026
HOS determination report (202318928) – March 2026
HOS determination report (202504177) – June 2026
- Between April 2024 – April 2025, we awarded £109,175 in compensation
- Between April 2025 – April 2026, we awarded £102,359 in compensation
From August 2026, we’ve added the amount of compensation we’ve awarded to our performance dashboard. From April 2027, we’ll add these figures to our Annual Report.
Amount of compensation awarded – Performance dashboard
Awaab’s Law
Find out how we’re performing against the timescales under Awaab’s Law for responding to emergency and significant hazards in our homes. Awaab’s Law was introduced in October 2025, so we only have one year’s worth of figures on our performance.
Awaab’s Law performance – Annual Report (2025-26)
Health and Safety Annual Report (2025-26)
From August 2026, we’ve added our Awaab’s Law (Phase 1) figures to our performance dashboard. From December 2026, we’ll also add Awaab’s Law (Phase 2) figures.
Awaab’s Law figures – Performance dashboard
Temporary moves
Sometimes we may need to temporarily move a resident from their home so work can be completed. This is sometimes known as a decant.
Between April 2024 – April 2025, we temporarily moved 2 households.
- 1 was due to a pest infestation
- 1 was due to a fire incident
Between April 2025 – April 2026, we temporarily moved 10 households.
- 3 were due to escape of water
- 4 were due to ongoing repair works
- 2 were due to damp and mould works
- 1 was due to a fire incident
Information requests
Find information about requests we’ve received under STAIRs and the information we’ve provided in response. We won’t publish personal information about the people making requests.
So far, we haven’t received any requests.
Our latest news
Keep up to date with our latest news and announcements.
Housing services and resident liaison
Find information, advice and guidance about your home, tenancy and the services we provide.
Your home
Permissions for improvements and alterations
Your tenancy
Your neighbourhood
Support
Have your say
Lists and registers
We hold a range of records and information to help us make sure our homes and communal areas are safe and well maintained.
You can find the information we’re able to publish below.
You can find our annual performance in the below areas in the following reports:
Annual report (2025-26)
Health and safety report (2025-26)
We’re also created a new monthly performance dashboard, so you can see our performance on a month-by-month basis. You’ll see our performance across a range of areas such as:
- Gas safety
- Fire risk assessments
- Electrical safety inspections
- Asbestos
- Water safety
- Lifts
- Damp and mould
- Home condition surveys (or stock condition surveys)
Please note, we won’t publish individual records on our website but if you would like further information about your home, please contact us via communications@havebury.com.
Estate inspections
Find information about our estate inspection programme.
Our neighbourhood check-in schedule
Accessible and adapted homes
If you’d like to find out about the accessible and adapted homes we manage, please email home.improvements@havebury.com
Social housing management
Find our policies and information about how we manage our homes and services, including your rights and responsibilities as a resident.
This includes information about:
Income recovery and debt management
Allocations and lettings (including garages)
You can find all our policies, forms, strategies and reports here.
Asking us for information from April 2027
From 1 April 2027, you’ll have an additional right to ask us for information we hold about the management of our social housing.
We’ll add more information to this page before April 2027 explaining what you can ask for, how to make a request and what you can expect from us.
In most cases, we’ll respond to a STAIRs information request within 30 calendar days.
There may be some information we can’t provide, or information we need to remove from a document before we share it. If this happens, we’ll explain why.
Other ways to access information
STAIRs isn’t the only way you can ask us for information.
If you’d like a copy of the personal information we hold about you, please contact our Data Protection team via data.protection@havebury.com
If you’re unhappy with a service you’ve received from us and want to make a complaint, please use our complaints process.
If you’re not sure which option is right for you, please get in touch. We’ll help you find the right way to get the information or support you need.