There are government rules called STAIRs (Social Tenant Access to Information Requirements). These rules explain what information social landlords must share and how residents can ask for information about how we deliver our social housing services and make decisions.
From 1 October 2026: We will routinely publish certain types of information on our website. This means you will be able to find this information without having to ask us.
From 1 April 2027: You will be able to ask us for information that is not already published. This is known as making an information request. Information will usually be provided free of charge.
The rules apply to us as your landlord and to everyone who works for us. It also applies to any organisation that manages homes or provides housing services on our behalf.
To listen to a summary of this section please click here.
Salvation Army Homes want to make sure you can easily find or request information about how we run our social housing management services.
Having access to information can help you understand our decisions, know what to expect from us, and feel confident about how we work as your landlord.
We are committed to being open, honest and transparent:
Our aim is to make this process as straightforward and accessible as possible
A lot of the information the scheme requires us to publish under STAIRs is already available here on our website. To make things easy, we are organising information using the STAIRs categories below, including links to relevant pages on our website. In this publication scheme you can find information about:
Governance within Salvation Army Homes is about the structures, processes and rules that help the organisation make the right decisions, meet its legal and regulatory responsibilities, and use our resources wisely to support our residents and communities. Read more on our About Us page.
Salvation Army Homes is led by a team of Board of Directors. The Board is
supported by three committees with delegated responsibilities: the Audit & Risk
Committee, People and Organisational Development Committee, and Operations
Committee. A Board Nominations Committee also supports governance
arrangements. Each committee operates within its own approved Terms of
Reference, enabling detailed scrutiny and oversight across key areas of the
business. More about how our governance arrangements can be found in our
Annual Accounts and Environmental, Sustainability and Governance Report.
Our Group Governance and Organisational Structure can be viewed using the links below:
You can find out more about our Board and Committees, the Executive Management Team and Leadership Team, all who help deliver our services here. For our Member Responsible for Complaints (MRC) please follow this link.
We follow the National Housing Federation's Code of Governance 2020 and Code of Conduct 2026. These set standards for how we make decisions, behave responsibly and remain accountable to residents. By following these standards, we aim to be open, fair and transparent, and to keep residents at the heart of what we do. You can find our key decision-making documents listed below:
Our comprehensive Complaints section explains how we prioritise complaints and ensure we are compliant with the Housing Ombudsman's Complaint Handling Code. It explains how residents may raise complaints or offer compliments.
We are committed to resident engagement and working collaboratively with residents to improve and develop services.
Each year we invite residents to complete our Tenant Satisfaction survey so we can learn from the feedback provided. The results of this survey are published on our website here. You can discover how we approached the survey, for example the different methods used to collect the results and find out about the questions we asked.
Our Customer Insight and Engagement Policy and Customer Services Strategy explain how we listen to residents, respond to feedback, and work with residents to improve our services.
Together 4 Residents (T4R) is our scrutiny panel, a diverse group of residents, who carry out detailed reviews of our services and make recommendations to help us improve. To discover more about this panel and read about the outcomes from recent resident led reviews please visit our Together4Residents page.
We have a regular Newsletter ‘The Loop Online’ for sharing good news, case studies and other information residents may need to know. It is an online publication. Use this Form to sign up for current and past editions. Or scan the QR code below:
Salvation Army Homes has a clear social purpose to provide affordable, secure, quality housing to those who are unable to afford to rent or buy in the private sector. Details of our average weekly rent levels are published in our Environmental, Social and Governance Report.
We share information in our Annual Report and financial statements about how we use the money we generate, including grants, to manage, maintain and improve our homes and services.
Like most housing providers, we collect service charges to cover the cost of some services included in your tenancy. These charges are set at the start of each year based on estimated costs. You can find more information in our Rent & Service Charges publication.
This is the process of looking after and investing in our homes.
As a provider of housing services our mission is to transform lives by providing safe homes. We have a set of Strategies which set out our aims and objectives to help us achieve this:
Our Asset Management Strategy outlines how we will look after, improve and invest in our housing stock to make sure they are safe, meet legal standards and suit the needs of our residents.
You can learn more about our spending on planned maintenance and routine repairs for the past year within the Annual Report to Residents.
Our Repairs Policy provides guidance on our position regarding all aspects of repair related activities. Response times to repairs are also published on our Repairs to Your Home page.
The Sustainability Reporting Standard for Social Housing (SRS) provides a framework for us to measure and report on our environmental, social and governance performance, helping us deliver sustainable and well-managed services for residents. Read about our progress within our Environmental, Social and Governance Report
We are still collating information about stock transfers. In the interim any future updates will be shared on our News page
We are committed to being transparent and accountable. We regularly measure, monitor, and publish our performance so residents can see how we are delivering services.
The Regulator of Social Housing (RSH) independently assesses how well we are performing as a landlord. To find out more about our inspection outcomes and ratings, please click here.
The Housing Ombudsman publish decisions on any cases that they investigate on their website's Decision Archive. To view their decisions about us follow these three steps on their page:
To ensure a reasonable level of assurance that Salvation Army Homes operates within an effective framework, regular audits are completed and summarised in the latest Internal Audit Annual Report.
This data is not currently available.
Each year we share our Tenant Satisfaction Measures (TSM) on our website. The TSMs are a set of measures that show how we are doing at providing quality homes and services.
We publish media releases to keep residents informed about important news, service improvements, achievements and developments across our organisation. Visit our News & More page to find out more.
We value residents' feedback and use complaints to help improve our services. We monitor and report on complaints performance to ensure we are listening to residents, resolving issues promptly and learning from the issues raised.
Our Annual Complaint and Service Improvement Report outlines our compliance with the Housing Ombudsman's Complaint Handling Code and our complaints handling performance for the period April 2024 to March 2025.
To support transparency and continuous improvement, we also complete a self-assessment against the Housing Ombudsman's Complaint Handling Code.
The Housing Ombudsman also provides Guidance on Remedies, which sets out how landlords can put things right when service standards have not been met.
Data Subject Requests
Salvation Army Homes has a dedicated Data Protection Team that helps ensure we handle personal information fairly, securely and in line with our Data Protection Policy and Privacy Notice.
During 2025-26, we received 11 Subject Access Requests, and all were completed within the required timescales.
STAIRs
This data is not currently available for STAIRs requests. It will be published once residents are able to submit information requests from April 2027.
Find out more about our Building Safety compliance here.
The responsibilities of Salvation Army Homes and its employees for assessing and managing workplace risks are set out in the Risk Assessment Policy. This policy explains how employees must comply with their duties under the Management of Health and Safety at Work Regulations 1999
Find out how we are performing Keeping Properties in Good Repair here.
Visit our Repairs to Your Home page for information on response repair times and to view our Repairs Policy.
Salvation Army Homes is committed to our mission of safe homes, transforming lives. We take a proactive person-centred approach through early intervention, guidance and tailored support to help residents sustain their tenancies. We recognise that financial difficulties can be complex and work with our parent, The Salvation Army Financial Inclusion Unit, to connect residents with the right advice, support and opportunities to improve their financial wellbeing.
There may be circumstances where despite the support and interventions available, a tenancy cannot be sustained, and eviction may become necessary. This is always considered as a last resort, and we work alongside residents and partners to find positive solutions whenever possible. During 2025-2026, we carried out 28 evictions
This section explains the services we provide and the advice and guidance available to residents.
You can find an overview of our core services on our homepage. As a national social housing provider, we have homes across England. Our Homes page gives information about the properties we own or manage.
We also provide helpful information for both new and existing residents. This includes our Annual Report to Residents and our Resident Handbook. Our Residents section on the website is another useful place to find support and information.
We also have a dedicated section related to Your Property, which offers guidance and support for looking after your home.
Another helpful resource for social housing tenants is the government's Make Things Right web page.
Providing safe, high-quality homes is fundamental to the mission of Salvation Army Homes. Keeping our residents safe and well is our highest priority, and we carry out regular checks and inspections to make sure our homes remain safe and well maintained. These include:
You can view a summary of our current safety compliance performance here.
This section includes policies that affect you as a resident. These cover how we make decisions and how we manage our social housing services.
The full range of Salvation Army Homes’ documents are available on our Key Documents & Publications page.
We will regularly monitor and review the information included in the publication scheme to ensure it is up to date and relevant.
Our website is our preferred means of proactive publication and information requests will usually be responded to via email, unless otherwise requested.
We are committed to providing accessible information to all our residents. If you would like to discuss your personal access needs, including requests for information in alternative formats such as large print, audio and Braille, or a summarised format, please contact: STAIRS@saha.org.uk
There may be times when we cannot share certain information. This can include situations where the law requires us to protect people’s privacy or safety.
We will not create new information that we do not already hold.
If you would like to see information that we hold about you, you can make a subject access request here.
If we cannot share information with you, we will explain our reasons as clearly as we can.
We are currently developing our Publication Scheme and will be adding more information over time. If there is something you'd like to see included that isn't available at the moment, we'd love to hear from you.
If you require support in accessing, navigating or understanding this publication scheme, we are here to help.
Please contact: STAIRS@saha.org.uk
If you think we have not published information we should have, have not responded appropriately to an information request, or you are unhappy with how your request has been handled, you can ask us to review our decision as part of the STAIRs Review and Complaint Process.
We can accept requests from current tenants, former tenants who were tenants when they made their STAIRs information request or representatives who have authority to act on behalf of a tenant.
Salvation Army Homes will carry out an internal review and respond within 30 calendar days of receiving your request. The review will be completed by someone who was not involved in the original decision.
In exceptional circumstances we may need more time to complete a review. If this happens, we will let you know as soon as possible and explain why an extension is needed.
Following our review, we may:
More information is available within our STAIRs Policy
If you are unhappy with the outcome of your review/complaint, you can make a complaint to the Housing Ombudsman. The Housing Ombudsman provides a free and independent service to help resolve complaints between residents and social landlords.
The Housing Ombudsman has published a useful Social Tenant Access to Information Requirements (STAIRs) support guide.
Please note: This process only applies to STAIRs information requests. For service-related complaints, please refer to our Complaints page. For concerns about how we use or handle your personal information, please see our Data Protection Complaints Procedure.
From April 2027 residents of Salvation Army Homes will have the right to ask us for information about how we manage your home and the services we provide.
Residents living in properties managed by an agent on behalf of Salvation Army Home should submit their requests directly to us rather than to the managing agent.
Salvation Army Homes is currently developing our process and will publicise them when they are available.
The STAIRs Publication Scheme for Salvation Army Homes is managed by the Business Assurance Team: STAIRs@saha.org.uk
