Use the sections below to find the information you’re looking for. We’ve organised everything using the STAIRs categories to make it as clear and straightforward as possible. Choose a topic Governance and decision making This section explains who we are, how we make decisions, and how we listen to you. We want you to understand how we work, the decisions we make and the different ways you can have your say. Here you’ll find information about: Our leadership team, Board and how we’re organised: Our team How we work with residents, including consultations, newsletters, meeting agendas and meeting notes: Get involved How we deal with complaints and put things right if something goes wrong: Complaints and praise Spending We know it’s important that you can see how we spend money and make the most of our resources. We want to be open about how money is spent and how it helps us provide good quality homes, services and support for our communities. Here you’ll find information about: How we spend our money, along with our latest financial statements and easy-to-read summaries: Policies and reports Grants, service charges and other funding information: Rent payments and support How to view your account and statements through our online services: Manage your home online Housing stock management This section explains how we look after your homes and plan for the future. We want to give you a clear picture of how we care for our homes, where we’re investing, and the improvements we’re making for current and future residents. Here you’ll find information about: Our plans to reduce our environmental impact and work towards net zero: Environment and sustainability New homes we’re building and how we’re investing in our communities: Building new homes How we keep homes and buildings safe for residents: Home and building safety How we’re investing in existing homes through major improvement programmes, including kitchens, bathrooms and energy efficiency works: Our Corporate Plan Performance We’re committed to being open about how we’re performing and the quality of the services we provide. We want you to see what’s working well, where we need to do better, and the steps we’re taking to improve. Here you’ll find information about: Results from resident satisfaction surveys (TSMs) and other measures of how we’re performing: Our performance Our performance reports and updates on how we’re doing: Our performance Independent inspection outcomes – regulatory assessments: Regulatory judgements and enforcement notices Independent inspection outcomes – Housing Ombudsman decisions: Housing Ombudsman decisions Information about how we’re keeping residents, homes and communities safe: Anti-social behaviour How we achieve value for money: About us Housing services Everything you need to know about the services that help you live well in your home. We aim to make our services clear, consistent and easy to understand. Here you’ll find information about: Repairs, maintenance and how to report a problem in your home: Repairs and maintenance Rent, service charges and support with managing your home: Rent, payments and support Anti-social behaviour and how we can help if you’re experiencing problems: Anti-social behaviour The support, advice and services available to you: Support services Sheltered housing, extra care housing and support for independent living: Independent living Making changes to your home, including adaptations and accessibility improvements: Making changes to your home Lists and registers Some information must be published by law because it helps keep everyone safe and informed. We want you to be able to see the information that helps us manage homes safely, meet our legal responsibilities and make fair decisions. Here you’ll find information about: Building safety information and legally‑required registers: Home and building safety How homes are allocated and the different ways people can apply for social housing: Apply for housing Social housing management This section explains how we manage homes and services day-to-day. This section helps explain how we work and what you can expect from us. Here you’ll find information about: Policies that guide how we manage homes and deliver services to support residents: Policies and reports How we handle complaints, compensation and putting things right if something goes wrong: Complaints and praise Ask for information We want to make it easy for you to see how we make decisions, spend money and deliver services. If you’re looking for information about us, we’ll do our best to provide it. From April 2027, you’ll also be able to ask us directly for information about: How we manage your home How we deliver services Decisions that affect residents. Requests need to be in writing, and we’ll respond within 30 days unless there’s a good reason why we need more time. We’ll share more information about how to make a request closer to April 2027.
If you think information is missing, or you can’t find what you need, you can: Ask us to publish or update information Ask us to review our response if you’re unhappy with it Contact the Housing Ombudsman if you still feel something isn’t right. We’re here to help you find the information you need, so you can better understand how we manage your home and deliver our services. Email us Our team are here to help Email InformationGovernance@wchg.org.uk Complain to our Data Protection Officer We take complaints seriously Complaints and praise Get information in another format Let us know what you need Reasonable adjustments
