Social Tenants Access to Information Requirements (STAIRs)

As a not-for-profit housing provider, we are committed to being open about how we spend money and deliver value for customers.

You can find information about:

• Our latest annual accounts, showing our income and expenditure, here.
• Our latest annual report, which explains our performance, achievements and impact, here.
• Our procurement and value for money strategies, which show how we make the best use of our resources, here.
• Rent information, including how rent is set and how to make payments, here.
• The customer portal, where you can view your rent and service charge accounts, here. You can also request a portal account on this page.
• Our gender pay gap information, here.
• Our board remuneration information, here.

Looking after existing homes and investing in new ones is a key part of what we do, and we know how important it is to our customers.

You can find information about:

• The annual data we submit to the Regulator of Social Housing (RSH) about the number and type of our homes. The full RSH report is here.
• How we maintain and improve our homes, here.
• How to report a repair, expected response times and information about emergency repairs, here.
• Our development programme, including developments on site and those we’ve recently completed, here.
• Our regeneration projects in Sale West and Haughton Green, here.
• Our Asset Strategy, here.
• Our quarterly performance against the Consumer Standards – including the Safety and Quality Standard – here and annual Tenant Satisfaction Measures here, so you can see how we are performing.
• How we work with customers and local authorities to manage minor and major adaptations in the home, here.

Performance and accountability

We measure our performance in several ways and publish the results so customers can see how we are doing.

You can find information about:

• How we are regulated by the Regulator of Social Housing here.
• The standards set by the Regulator of Social Housing and how we perform against them here.
• The Regulator of Social Housing's landlord lookup service, which includes information about Irwell Valley Homes, here.
• The Housing Ombudsman - which provides independent oversight of landlords – decisions archive here and our annual self-assessment of our performance against the Ombudsman’s complaints handling code here.
• Tenant Satisfaction Measures (TSMs) results here.
• Our complaints process here and annual complaints performance report here.
• Our latest news here.
• Details about how we process your information here.

We want customers to have a good experience of our homes and services and to have a meaningful say in how services are delivered.

You can find information about:

• Ways to get involved and influence our services, here.
• Advice and guidance for customers, including information about rent, moving home and being a good neighbour – in our ‘For customers’ section, here.
• Help and support services available to residents, here.
• Information about your neighbourhood housing officer and local housing team, here.
• Opportunities to join customer groups and other ways to get involvement, here.
• The impact of the work of the Resident Scrutiny Panel and their action plans, here.
• Our customer service policy, here.

You can find information about:

• How to apply for a home in your area, here.
• General building and fire safety information, here.
• Government high-rise building registration information, here.
• Our gas servicing inspection regime, here.

We publish policies and strategies to explain how decisions are made and how services are delivered.

You can find information about:

• Our home move (allocations) policy, which explains how homes are allocated, is here.
• Our anti-social behaviour policy, which outlines how we respond to reports of ASB, is here.
• Our temporary move (decant) policy, which explains why such moves may be necessary and how we manage them, here.
• Our domestic abuse policy, which sets out how we support people experiencing domestic abuse, here.
• Our compensation policy outlines circumstances under which compensation may be payable to residents, here.
• Our complaints policy, which explains how you can report a complaint and the service you are entitled to receive, here.
• Our customer service policy, which sets out our commitment to providing a good, fair and inclusive service, here.
• Our gas servicing policy, which explains how we ensure gas supplies and appliances are safe, here.
• Our garage policy, setting out how we provide quality, accessible garages, here.
• Our hoarding policy, which explains how we minimise the risks and impacts of hoarding, here.
• Our inclusive services policy, which outlines how we tailor homes and services to include everyone's needs, here.
• Our income management policy, which sets out how we manage income from homes and service charges fairly, here.
• Our leasehold management policy, outlining how we manage our leased homes and buildings, here.
• Our management move policy, explaining how we can move customers outside our usual allocations policy, here.
• Our managing unacceptable behaviour policy here.
• Our neighbourhood management policy, which outlines how we we work to manage and improve our neighbourhoods, is here.
• Our pets policy, which explains how we ensure responsible pet ownership, here.
• Our playgrounds inspection policy, which ensures playgrounds are maintained in a good, safe condition, here.
• Our recharge policy, which sets out how we may charge for avoidable repairs and clearance, here.
• Our rents policy, which explains what we charge and why, here.
• Our repairs policy, outlining our commitment to repairing and maintaining homes, here.
• Our rent to buy policy here.
• Our safeguarding policy, how we protect adults and children at risk, here.
• Our tenancy policy, which explains how we aim to provide customers with a home for as long as they need it, here.
• Our tenancy fraud policy, which outlines how we tackle concerns with tenancy fraud, here.
• Our voids policy sets out how we relet homes quickly and safely here.