Clear information. Open and accountable.
At Lace Housing, we believe being open and accountable helps build trust.
We want residents to have easy access to information about how we make decisions, manage our homes and services, spend our money and listen to feedback.
This page brings together key information, policies and reports in one place, helping you understand what we do, how we perform and how you can hold us to account.
STAIRs stands for Social Tenant Access to Information Requirements. It is intended to make it easier for residents to find and request information about how their social housing is managed.
The requirements are being introduced in two stages.
From 1 October 2026: Housing providers are required to maintain a Publication Scheme, bringing together information about their organisation, homes and services.
From 1 April 2027: Eligible residents and their designated representatives will be able to make formal requests for certain information relating to the management of social housing.
Our Publication Scheme is organised into seven categories, which you can explore below.
If you cannot find what you are looking for, please contact us. We will help you locate information that is already published or explain how you can request further information.
If you want access to your own personal information, this is normally handled through a Subject Access Request under data protection legislation.
You do not need to know which process applies. We will help you identify the appropriate route.
For more detailed information, you can read our:
Transparency and Access to Information Factsheet — A straightforward guide to STAIRs and what it means for residents.
CP33 Transparency, Publication Scheme and Social Tenant Access to Information Policy — Our policy covering publication, information requests, reviews and disclosure.
How we make decisions and remain accountable
Find out how Lace Housing is governed, how decisions are made and how we set our priorities.
This section brings together information about our Board, leadership team, governance arrangements and strategic direction. It also explains how we manage risk, involve residents in decisions and demonstrate accountability for the services we provide.
Our Strategic Plan sets out Lace Housing's purpose, priorities and objectives for 2025–2028. It explains how our People, Places and Partnerships priorities guide our decisions, investment and future development.
Our Board is responsible for the overall governance and strategic direction of Lace Housing. Find out who our Board members are, their experience and responsibilities, and how they oversee the organisation.
Our Executive Team and senior colleagues are responsible for managing Lace Housing's services and delivering our strategic priorities. Find out more about our people, their roles and their principal areas of responsibility.
Find out how Lace Housing is governed and held accountable, including the Board's oversight responsibilities, committee arrangements and designated roles that support effective decision-making and regulatory compliance.
Our published governance documents explain the rules, principles and arrangements that guide how Lace Housing operates. These include our Code of Governance, Terms of Reference and organisational structure.
We identify, assess and manage risks that could affect our residents, homes and services. Our governance and assurance arrangements help the Board monitor these risks and oversee the effectiveness of our services.
Residents play an important role in shaping our services and helping us improve. Find out how you can share your views, take part in consultation and influence decisions that affect your home and community.
We listen to residents' feedback and use it to review and improve our services. Our You Said, We Did updates share examples of what residents have told us and the changes we have made in response.
We assess our complaint handling arrangements against the Housing Ombudsman's Complaint Handling Code. Our published self-assessments explain how we meet the Code's requirements and identify areas for improvement.
How we manage and use our resources
As a not-for-profit housing association, we are committed to managing our finances responsibly and making the best use of the resources available to us.
This section brings together information about our financial performance, how we spend and invest our money, how rents and service charges are managed, and how we purchase goods and services.
It also explains how we demonstrate value for money and remain accountable for the resources entrusted to us.
Our Annual Report and Audited Financial Statements provide information about Lace Housing's financial performance and position.
These include details of our income and expenditure, assets and liabilities, borrowing and investment, alongside information about financial governance and the independent audit of our accounts.
We aim to make the best use of the resources available to us while maintaining safe, good-quality homes and delivering services that meet residents' needs.
Our published financial and resident information explains how we use our income, invest in our homes and services, and assess whether we are achieving value for money.
We recognise the importance of transparency about pay and remuneration.
This information includes published gender pay information and the relationship between the Chief Executive's remuneration and wider employee pay, where applicable and available.
We aim to make rents and service charges fair, transparent and clearly explained.
Find out how rents are set and reviewed, how service charges are calculated and what they cover, and how changes to charges are communicated to residents.
You can also find information about paying your rent and the support available if you experience difficulties.
We purchase goods, services and works to support the management, maintenance and improvement of our homes and services.
Find out how we work with suppliers and contractors, manage our purchasing arrangements and seek to achieve quality, fairness and value for money through procurement.
Our procurement and purchasing policies set out the principles, responsibilities and procedures we follow when buying goods, services and works.
These include our Procurement Policy, Purchases Policy and Contractor Code of Conduct, which support appropriate authorisation, fair and transparent purchasing, financial control and effective contract management.
We work with external organisations to help manage, maintain and improve our homes and services.
Find out about our procurement and tendering arrangements, including opportunities for suppliers and contractors interested in working with Lace Housing.
How we look after and invest in our homes
Providing safe, comfortable and well-maintained homes is central to what we do.
This section brings together information about how we maintain and improve our properties, manage building safety, assess property condition and plan investment in our homes.
It also explains our approach to energy efficiency, environmental sustainability and maintaining the long-term quality of our housing.
We plan investment in our homes to ensure they remain safe, well-maintained and suitable for residents' needs, both now and in the future.
Our Asset Management and Investment Strategy explains how we assess the condition of our properties, identify investment priorities and plan maintenance, improvements and longer-term investment to protect the quality and sustainability of our homes.
We are committed to maintaining our homes to a good standard and responding to repairs and maintenance issues promptly.
Find out how to report a repair, how we assess and prioritise different types of work, our repair response times and what residents can expect when repairs, planned maintenance or improvements are carried out.
Keeping residents safe in their homes is one of our most important responsibilities.
Find out how we manage our building safety responsibilities, including gas, fire, electrical, water and lift safety, alongside the inspections, servicing and maintenance arrangements we have in place for our homes, buildings and communal areas.
We take reports of damp and mould seriously and recognise the impact they can have on residents' health and wellbeing.
Find out how to report damp and mould, how we investigate and respond to concerns, and the action we take to address the underlying causes and help prevent problems from recurring.
Lace Housing provides a range of homes and housing schemes designed to meet residents' different needs.
Explore our homes and schemes, including their locations, accommodation types, facilities and the services available at individual schemes.
We are committed to improving the energy efficiency of our homes, reducing our environmental impact and supporting residents to live comfortably.
Our Environmental Sustainability Strategy sets out our approach to environmental responsibility, including how we consider energy performance, carbon reduction, sustainable investment and residents' comfort when maintaining, improving and developing our homes.
Our Annual Resident Reports provide information about how we have maintained, managed and improved our homes during the year.
They bring together updates on property investment, repairs and maintenance, building safety, service performance and progress against our priorities, helping residents understand what we have achieved and where further improvements are needed.
We believe residents should be able to see how well we are performing and whether we are meeting our commitments.
This section brings together information about the quality of our homes and services, what residents tell us about their experiences, how we respond when things go wrong and the improvements we are making.
By sharing our performance openly, we aim to demonstrate accountability, recognise where we are doing well and identify where we need to do better.
Tenant Satisfaction Measures (TSMs) are a set of measures introduced by the Regulator of Social Housing to help residents understand and compare how well social landlords are performing.
Our published results include residents' views about their homes and services, alongside performance information covering repairs, building safety, complaints and neighbourhood management.
We also share findings from resident surveys to help explain what residents think, how we are responding to their feedback and where improvements are needed.
Our Annual Resident Reports provide an overview of Lace Housing's performance during the year.
They bring together information about our homes and services, resident satisfaction, safety, investment and progress against our strategic priorities.
These reports also highlight achievements, areas for improvement and the action we are taking in response to residents' feedback.
We recognise that complaints provide an important opportunity to listen, learn and improve.
Find out how we handle complaints, how we perform against our complaint handling standards, and what residents can expect when they raise concerns.
Our published complaints information includes performance results, learning from complaints and examples of changes we have made to improve our services.
The Housing Ombudsman's Complaint Handling Code sets out the standards social landlords must meet when handling complaints.
We assess our complaint handling arrangements against the Code and publish our self-assessments so residents can see how we meet its requirements and identify where further improvements may be needed.
We monitor how effectively we maintain our homes, deliver repairs and meet our property and building safety responsibilities.
Our published performance information helps residents understand how we are doing against key measures, including repairs performance, property condition and statutory safety checks.
We use this information to monitor standards, identify areas for improvement and take action where performance falls below expectations.
Our Strategic Plan sets out what we want to achieve for residents, our homes and our communities.
We monitor progress against our strategic priorities using performance measures, financial information, resident feedback and other sources of assurance.
Our published reports explain how we are progressing against our commitments and where we need to focus our efforts.
Lace Housing is subject to external regulation and oversight, which help ensure that we meet the standards expected of registered social housing providers.
The Regulator of Social Housing oversees compliance with regulatory standards, while the Housing Ombudsman considers complaints about housing services that fall within its remit.
Find out where to access published regulatory assessments, findings and Housing Ombudsman decisions, including information relating to Lace Housing where available.
We want residents to understand the services we provide, the standards they can expect and how to access information and support when they need it.
This section brings together information about our housing services, repairs and maintenance, complaints, resident involvement and the commitments we make to residents.
It also provides access to our resident handbooks, guides, factsheets and published service standards, helping you understand what you can expect from Lace Housing and how to get involved in shaping our services.
We provide information and support to help residents understand their tenancy, manage their home and access the housing services available to them.
Find out about your rights and responsibilities, the services we provide as your landlord, and where to get advice or assistance with your home or tenancy.
Repairs and Maintenance
We are committed to keeping our homes safe, well-maintained and in good condition.
Find out how to report repairs, how we prioritise emergency, urgent and routine work, our repair response times and what residents can expect when maintenance or improvements are carried out.
You can also find information about our responsibilities as your landlord and the repairs residents are responsible for.
We want residents to feel confident that their concerns will be listened to and taken seriously.
Find out how to make a complaint, the standards and timescales we follow when responding, and how to seek a review or contact the Housing Ombudsman if you remain dissatisfied.
We also publish information about complaints performance, the lessons we have learned and the improvements made to our services.
We believe residents should have opportunities to influence decisions about their homes, services and communities.
Find out how to share your views, participate in resident meetings, surveys and consultations, and become involved in reviewing and improving the services we provide.
We use resident feedback to inform our priorities and help shape the way we work.
Listening to residents and acting on their feedback is an important part of improving our services.
Our You Said, We Did updates provide examples of the issues and suggestions raised by residents, how we have responded and the changes made as a result.
This helps residents see how their feedback influences decisions and contributes to service improvement.
Our resident handbooks, guides and factsheets provide practical information about living in a Lace Housing home and the services available to you.
They cover a range of subjects, including tenancy rights and responsibilities, repairs, safety, safeguarding, neighbourhood management, ending a tenancy and accessing additional support.
These publications are designed to help residents find clear information about their homes, understand what to expect from us and know where to seek further advice.
Our published service standards explain the commitments we make to residents and what you can expect when contacting us or using our services.
These include how we communicate with residents, respond to enquiries, provide accessible and inclusive services, and treat people fairly and respectfully.
Our standards also explain our approach to maintaining neighbourhoods, responding to concerns and keeping residents informed.
We want residents to feel safe, supported and informed about how their homes, tenancies and neighbourhoods are managed.
This section brings together information about tenancy management, safeguarding, anti-social behaviour, neighbourhood services and the responsibilities we share with residents.
It also provides access to our rent setting and service charge policies, helping residents understand the arrangements and principles that guide how we manage social housing.
Our resident handbooks, guides and factsheets explain how we manage tenancies and provide practical information about living in a Lace Housing home.
They cover tenancy rights and responsibilities, looking after your home, reporting concerns, ending a tenancy and accessing support when you need it.
These publications help residents understand what they can expect from us as their landlord and their own responsibilities in maintaining a safe and comfortable home.
We are committed to safeguarding the wellbeing of residents and responding appropriately when concerns about abuse, neglect or vulnerability are identified.
Our safeguarding information explains how we recognise and respond to concerns, work with relevant agencies and help residents access appropriate advice and support.
Residents can also find information about reporting safeguarding concerns and where to seek help.
We want residents to feel safe and respected in their homes and neighbourhoods.
Our information explains what we mean by anti-social behaviour, harassment and hate incidents, how to report concerns and what residents can expect when we investigate and respond.
It also explains how we work with residents and partner agencies, the action we may take where appropriate and the support available to people affected by these issues.
We work to maintain safe, clean and welcoming neighbourhoods and communal areas for everyone who lives in our homes.
Our neighbourhood service standards and resident information explain how shared spaces are managed, the responsibilities of Lace Housing and residents, and how to report concerns about communal areas, safety or the local environment.
They also explain the standards residents can expect from our neighbourhood management services.
Our Rent Setting Policy explains the principles and arrangements we follow when setting and reviewing rents for our homes.
It outlines our approach to rent setting within the relevant regulatory and policy framework, including how rent decisions are made and how we seek to ensure that charges are applied consistently and appropriately.
Our Service Charge Policy explains how we manage and administer charges for services provided to residents, including services associated with buildings, schemes and communal areas.
It sets out our approach to identifying, calculating, reviewing and communicating service charges, including how we seek to ensure that charges are transparent and appropriately managed.
We believe residents should be able to access information about how Lace Housing is governed, regulated and held accountable.
This section brings together published corporate records, registers and information about external oversight, including the arrangements we have in place to support openness, integrity and responsible decision-making.
It also explains where residents can find regulatory information and published decisions relating to social housing providers.
The Housing Ombudsman provides an independent service for investigating complaints about registered housing providers that fall within its remit.
Published decisions explain the issues considered, the Ombudsman's findings and any orders or recommendations made following an investigation.
Residents can search the Housing Ombudsman's published decisions to understand how complaints have been considered, including decisions relating to Lace Housing where available.
Lace Housing is regulated by the Regulator of Social Housing, which sets standards that registered providers are expected to meet.
The Regulator publishes information about its regulatory framework, standards, assessments and enforcement activity.
Residents can access published regulatory information to understand how social housing providers are overseen and find information relating to Lace Housing where available.
Our published corporate documents provide information about the policies, strategies and governance arrangements that guide how Lace Housing operates.
These include documents relating to organisational governance, financial management, service delivery, regulatory responsibilities and our strategic priorities.
Making these documents available helps residents understand the principles, policies and decisions that shape the way we manage our organisation and provide services.
Board members are expected to declare relevant interests that could give rise to an actual, potential or perceived conflict of interest.
Our arrangements for declaring and managing interests support openness, integrity and impartial decision-making.
Information about Board declarations of interest helps residents understand how potential conflicts are identified and managed as part of our governance responsibilities.
We have arrangements for declaring and managing gifts, hospitality and benefits offered to or received by those acting on behalf of Lace Housing.
These arrangements help protect the integrity of our decisions, maintain appropriate professional boundaries and reduce the risk of conflicts of interest.
Our published information explains the principles and controls we apply to gifts, hospitality and benefits, including relevant declaration and recording requirements.
We want everyone to be able to access and understand the information we publish.
If you need information in a different format, such as large print, or would like help accessing or understanding any of the documents on this page, please contact us.
We will work with you to understand your needs and provide appropriate assistance wherever possible.
We aim to make information about Lace Housing, our homes and our services easy to find and understand.
If you cannot find the information you need within our Publication Scheme or elsewhere on our website, please contact us and we will help you find the relevant information or explain what is available.
You can also contact us if you would like further explanation about any of the policies, reports or documents included in this scheme.
The Social Tenant Access to Information Requirements (STAIRs) are being introduced in two stages.
From 1 October 2026, registered housing providers are required to publish certain information through a Publication Scheme, making it easier for residents to find information about their landlord.
From 1 April 2027, eligible residents and their designated representatives will be able to make formal requests for information held by their landlord under STAIRs, subject to the requirements and exemptions set out in the legislation.
We will provide further information about how to submit a formal STAIRs information request, how requests will be considered and the arrangements for responding before this stage comes into effect.
In the meantime, if you need information that is not available on our website, please contact us and we will do our best to help.
If you would like to request personal information that Lace Housing holds about you, you can do so through a Subject Access Request under data protection legislation.
We are committed to keeping our Publication Scheme accurate, accessible and up to date.
We will review the information included in the scheme and update published documents, reports and links as new information becomes available or existing information changes.
Some information, such as annual reports, financial statements and performance results, will be updated as part of our regular reporting arrangements. Other policies and documents will be reviewed and updated in line with our organisational review processes.
We welcome feedback from residents about how easy it is to find and understand the information we publish.
If you notice information that appears to be out of date, a link that does not work or something you think could be explained more clearly, please let us know.
