Social Tenant Access to Information Requirements (STAIRs)

• Details of our Strategic Leadership team and Heads of Service can be found here 

• The Board of Alliance Homes is responsible for setting our strategic direction and making sure we are well run. It oversees our performance, finances and key risks, and holds our Strategic Leadership team accountable for delivering our priorities and providing good services to customers.
• Our legal structure shows the legal entities that make up Alliance Homes and how they relate to one another.

• Find the full list of Alliance Homes policies in our Policy library
• Our Board Policy explains how we make strategic decisions
• Every organisation faces risks that could affect its customers, services, finances or future plans. At Alliance, we regularly identify, assess and manage risks to help make sure we continue to provide safe, reliable services and remain financially resilient. Find out more about our current main risks and how we manage them here.  

• Our Customer Complaints Policy and Complaint Handling Procedure explain how we handle complaints and make sure we comply with the Housing Ombudsman’s Complaint Handling Code. You can read both documents on our dedicated complaints webpage.

We believe customers should be able to influence the services we provide and the decisions that affect their homes and communities. 

• Our Customer Engagement Framework sets out how we listen to customers, involve them in decision-making and use their feedback to improve services. It explains the different ways customers can get involved and our commitment to making sure their voices are heard. 
• Our Customer Scrutiny Panel (CuSP) independently reviews our services, makes recommendations for improvement and provides challenge to Alliance Homes on behalf of customers. You can find information about the panel and updates from its work on the dedicated webpage.
• We have also published our Board, Strategic Leadership team and Customer Scrutiny Panel governance model, which explains how customer feedback and scrutiny influence decision-making across Alliance Homes.
• Aside from CuSP, we have other customer panels and groups that help us review services, develop policies and influence decision-making at Alliance:
  • Complaints Panel
  • Resident Sustainability Group
  • Equality, Diversity and Inclusion (ED&I) Champions Customer Group
• Our You Said, We Did updates show how customer feedback has influenced decisions and the improvements we have made as a result.
• Customers can share their views, take part in surveys and help shape services through Hive, our online customer community.
• We also publish Buzz from Hive, which highlights changes we've made in response to customer feedback received from our online community. 
• Customers can get involved locally through residents' associations and by becoming an Estate Champion, helping to improve neighbourhoods and represent the views of local residents.
• We keep customers informed about our services, performance and opportunities to get involved through our customer newsletters, InTouch (digital) and Your Home and Community (print).

• We publish information to help customers understand how rent and service charges are set, what they pay for and any annual changes. Our service charges are also explained in full here. 
• Customers can also view their rent account, statements and service charge information through Connect, our online customer portal.

We work with contractors, suppliers and partners to help deliver services to our customers.

• Our contracts and tenders page explains how we procure goods and services and provides information for organisations interested in working with Alliance Homes.

We are committed to making the best use of our resources so we can invest in our homes, services and communities.

• Our Value for Money Approach explains how we assess performance, manage costs and make sure we deliver value for customers.

We know that customers may need support with managing their finances from time to time.

• We offer a range of financial support services, including advice and guidance on budgeting, benefits and financial wellbeing.

We have a range of strategies and plans that outline how we maintain existing homes, invest in neighbourhoods, promote sustainability and build new affordable homes. Find our more about:

• Our Asset Strategy, explaining how we manage, maintain and invest in our homes
• Planned home improvements, outlining major improvement programmes for customers' homes, and home improvement surveys, which help us keep homes safe, secure and well maintained.
• The Decent Homes Standard, which sets the minimum standard social housing should meet
• Our Neighbourhood Strategy, explaining how we're working to  create neighbourhoods that are safe, clean, green, proud, connected, and well-managed
• Sustainability, including our Sustainability Strategy, retrofit programme and progress towards reducing our carbon footprint.
• Current developments, which provides information about the new affordable homes we are building
• Our Customer Engagement Framework, which explains how customers can get involved and influence decisions about our homes, services and communities.

We publish information about our homes, investment programmes, performance and compliance through a series of reports and documents.

You can find information about:

• The number and types of homes we own and manage
• Investment in existing homes
• Building safety and compliance
• Energy efficiency and sustainability
• Tenant Satisfaction Measures (TSMs)
• Lettings and shared ownership sales performance
• Condition of our homes and improvement programmes

in the following publications:

• Asset Strategy
• Annual Report
• Financial Statements
• TSMs Report
• ESG Report
• Quarterly performance report