Social Tenant Access to Information (STAIRS)

• Information about Golden Lane Housing and what we do, can be found on the About Us section of our website.
• Names and roles of our  Executive Team and Board Members can be found on the Who we are page.
• Our Governance page provides information about our governance arrangements, organisational structure and decision making processes.
• Information about our 3 year corporate plan, can be found on the Our Plan section of our website.
• Information about tenant consultations, tenant meeting minutes and agendas can be found on our Get Involved page. Our Tenant Involvement Plan contains information about how tenants are involved in decisions and able to have their say about the housing services they receive.
• Our Complaints page, includes information about how to make a complaint and how we respond to concerns.
• Information about our compliance with the Housing Ombudsman Complaint Handling Code can be found on our Complaints performance page.

• We publish details annually about our spending, grants and use of service charge revenue in our Annual Report and Financial Statements.
• Our Procurement page provides information about how we procure a wide range of goods, services and works from external suppliers.

• View our Asset Management Strategy.
• View our Repairs and Maintenance policy.
• The Decent Homes Standard sets out what landlords must do to comply with the standards for the conditions of social homes.
• Information about our plans and progress to Net Zero can be found in our Sustainability Strategy and our ESG report.

• View our latest regulatory judgement.
• The Housing Ombudsman publish decisions on any cases investigated on their website’s Decision Archive. To view their decisions about us, enter ‘Golden Lane Housing’ in the landlord name field and select ‘Apply Filters’
• Each year we publish our Tenant Satisfaction Measures.
• Media releases and updates about our organisation, our services and the work we do can be found on our News page.
• View information about complaint metrics on our Complaints performance page.
• View our Compensation Policy.
• Information request data
  This data is not currently available. Data will be published from April 2027.
• Health and safety performance and assessments
  We publish details annually about our Performance in our Annual Report and Financial Statements.
• Maintenance work
  We publish details annually about our Performance in our Annual Report and Financial Statements.
• Number of evictions
• We publish details annually about our Performance in our Annual Report and Financial Statements.

Our website provides tenants with information about our services, as well as housing related advice and guidance.

• The ‘Managing your home‘ area of our website provides information about our repairs, maintenance and compliance services.
• The ‘Your tenancy‘ area of our website contains information about  our approach to tenancy management, tenants’ rights and responsibilities, rent and service charges and permissions.
• The ‘Help and advice‘ area of our website provides advice to tenants on paying rent, managing money, making a complaint, support with anti-social behaviour and safeguarding concerns.
• Our ‘Service Standards‘ contain information about the levels of service tenants can expect from us.

This section contains information on the registers we’re required to keep for the management of our housing services.

We have a legal responsibility to ensure certain important safety checks are carried out across all our homes. Our ‘Safety in the home‘ area of our website provides information on these checks:

• Gas safety checks are completed annually and check that any gas heating and hot water appliances, fittings and flues are safe.
• Electrical installation testing is completed every 5 years.
• Asbestos Safety Management inspections
• Water safety checks are carried out to reduce the risk from legionella and other bacteria
• Fire and Fire Risk assessments

More information about how we are complying with Awaab’s Law can be found on our Damp and mould page of our website.

Information about how we manage our homes is contained within the following policies and statements:

• Aids and adaptations
• Allocations
• Anti-social behaviour and hate crime
• Arrears
• Building Safety
• Compensation
• Complaints
• Communal spaces
• Damp and Mould
• Decant
• Disrepair
• Domestic abuse
• Fire safety
• Fraud
• Income Management
• Leasehold management
• Neighbourhood and estate management
• Pets
• Parking
• Rent collection
• Rent rates
• Repairs and maintenance
• Safeguarding
• Service Charges
• Tenancy
• Water safety