Access to information

Find out how our organisation is run, who our senior leaders are, and how we make decisions. You can also see how we involve tenants through consultation and engagement, and how your voice helps shape our services.

Links:

• Details of our Executive Team and Board are available here: Our team 
• You can find our company details here: Company details
• Learn more about how we make decisions, oversee our services, and use our resources responsibly, including information about our Board and committees, here:  Governance - How we make decisions and are held accountable.
• Using complaints to improve our services is important to us; our approach to complaints handling is here: Make a complaint. This section also includes our complaints annual report and assessment against the Housing Ombudsman Complaint Handling Code.
• We are working hard to increase the role of customers in shaping and scrutinising our services, using the customer voice to make improvements. Details of our approach to involving customers can be found here: Our Customer Involvement and… 
• What you've told us about how we're performing and how we are using this to improve is included in our Tenant Satisfaction Survey information: Tenant Satisfaction Measures

Find out how we spend your rent and service charges, where grant funding goes, and what we do to make sure your money is spent wisely and delivers value for you.

Links:

• Information on how we calculate our rent and service charges is available here: Rent and service charges explained 
• An overview of how each £1 of rent spent is included within our annual customer report: GSA Customer Annual Report 
• Our financial statements are available here: GSA Financial Statements

Find out how we maintain our homes, plan improvements, and take steps towards reaching net zero. Find out how we maintain and improve our homes, and how we're working towards net zero by reducing carbon emissions and improving energy efficiency. These improvements help create more comfortable homes, reduce environmental impact, and support lower energy bills for our customers.

We are currently working on how we can share more information about our planned expenditure on investing in our own homes.

Links:

• A summary of investment in our homes is included within our annual customer report: GSA Annual Customer Report
• Progress towards net zero is included with our Environmental, Social and Governance (ESG) report: GSA ESG Report

Find out how we’re doing through our performance information. This includes Tenant Satisfaction Measures, transactional survey results, inspection outcomes, complaint statistics, home safety compliance, and more.

Links:

• Details of our current regulatory rating are available here: Our regulatory ratings 
• Details of key performance measures is here, and includes details on our repairs, complaints and contact centre performance: Our performance
• Details of our Tenant Satisfaction Measures survey is available here: Tenant Satisfaction Measures 
• Our Annual Complaint and Service Improvement report is available here: Annual Complaint and Service Improvement Report 

Find out about the services we provide, along with advice and guidance to help you manage your tenancy and keep your home safe.

Links:

• Details of our locality model is available here: Our locality model 
• Advice on managing your home is available here: Manage your home 
• View our tenant handbook here: Tenant Handbook

Find out about the information we’re required by law to publish, along with other lists and registers that help us manage social housing..

Key documents are available on the links below:

Links:

• Company details
• Modern slavery statement 
• Privacy notice
• Register of Interests 

Find out about the policies we use to manage homes and tenancies.

Links:

• Customer policies are available here: Customer policies 

We are committed to making information listed in our Publication Scheme available free of charge online. If information is required to be provided in an accessible alternative format, we also commit to providing a single copy of this information free of charge.

If information is requested in an alternative accessible format (e.g., large print, Braille, audio format), we will provide the information free of charge.

We will also provide one translated copy of any information you request free of charge.

Information may also be inspected at our offices by appointment free of charge. Please contact us to arrange an appointment.

Where an individual requests additional copies of information, we may apply charges to cover the actual costs incurred in providing additional copies.

If you believe we have not published relevant information that we may hold and which you believe you may be entitled to, you should let us know under our STAIRs publication scheme review process.  You can also nominate a designated representative act on your behalf through following our authority to act process.

We then carry out a review within 30 calendar days of receipt and provide you with a response. Additional time may be required in certain circumstances and, where this is the case, we will keep you up to date with the reasons for delay and the expected response time. 

If you are dissatisfied with our response to the review, you will be able to directly escalate this to the Housing Ombudsman under the terms of the Housing Ombudsman Scheme.

Responses to requests for reviews will inform you of your right to access the Housing Ombudsman scheme.