Our Publication Scheme
Have you ever wanted to search for information about your landlord or make a request for specific performance data or information? You can now do this through a new publication scheme.
What is the new publication scheme?
The Social Tenants Access to Information Requirement scheme (STAIRs) is a new standard introduced by the Government to enhance transparency for tenants of social housing providers, such as Golding Homes.
The exact date for when STAIRs will come into law is October 2026 for the first stage and April 2027 for the second stage. We will continue to update our website with latest information as it becomes available.
Much of the information that we are required to publish is already available on the Golding Homes website. For ease, we’ve organised the information using the classifications, including links to relevant pages on our website.
Formats other than online
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.
However, where an individual requests additional copies of information, we may apply charges strictly to cover the actual disbursement costs incurred in providing additional copies.
Customer Feedback on this Publication Scheme
Should you consider that we have not included information in our publication scheme, or that we have unduly redacted information which you consider ought not to be redacted, you can request a review by contacting us at stairs@goldinghomes.org.uk
We will normally complete a review within 30 days.
Governance and decision making
| About us |
About us explains more about Golding Homes, including who we are, the homes and services we provide, our vision and values, and how we are working to deliver quality homes and support local communities. Our Team explains how Golding Homes is structured, governed and held accountable, including the roles of our Board, Committees and Executive Team and how key decisions are made. |
| Our Leadership and Board Members | |
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Customer Engagement |
Get involved explains how customers can help shape Golding Homes’ services, policies and future priorities through a range of engagement opportunities. Information on Golding Homes’ progress in delivering its Customer Strategy, including improvements made in response to customer feedback, performance against key priorities, and planned actions to further improve services and customer experience. Our Customer Engagement Strategy has information on how Golding Homes engages with customers, listens to feedback, involves residents in decision-making, and uses customer insight to improve services, with updates on progress and future engagement priorities. The difference you’ve made shows how customer feedback, consultation and scrutiny have influenced decisions and improved services. This is also where customers can find published records of engagement activity, including relevant meeting agendas and minutes where available. Customer newsletters provide regular updates about Golding Homes, our services, opportunities to get involved and the outcomes of customer feedback. Complaints and Compliments explains how customers can tell us when something has gone wrong, provide feedback or recognise good service, and how Golding Homes will respond and use that learning to improve. |
Finance and spending
| Our spending |
Our Annual Report and Financial Statements explains how Golding Homes manages its finances, how money has been spent, and our financial performance during the year.
The Value for Money Strategy explains how Golding Homes makes the best use of its resources to deliver quality services, invest in homes and communities, and provide value for money for customers. The Gender pay gap report explains the differences in pay and bonuses across Golding Homes’ workforce and sets out the actions being taken to promote fairness, equality and inclusion. |
| Financial support | Find out more here about the financial and practical support available to customers, including help with budgeting, debt, benefits, employment, digital skills and managing household costs. |
| Rent and Service Charges |
Paying your rent explains how Golding Homes customers can pay their rent, and where to find information on rent changes for 2026 and our Rent and Service Charges Policy. Service Charges explains what they are, what they pay for, how charges are calculated, and the services and maintenance provided to communal areas and shared facilities. |
| Procurement and contractors |
At Golding Homes, our contractors and suppliers are important partners in helping us provide safe, reliable and high-quality homes and services for our customers. We procure these responsibly, focusing on quality, value for money and positive outcomes for Golding Homes customers and communities. Our partners page lists Golding Homes partner organisations and contractors, explaining how partnership working supports the delivery of repairs, compliance, planned works, and community improvements. The working with suppliers page describes how Golding Homes works with suppliers, outlining its procurement approach, values, five year procurement pipeline, and commitment to transparency, sustainability, collaboration, and value for money. The Homes England payments above £500 reports provide details of development and regeneration expenditure funded through Homes England, showing payments over £500, including what was spent, when it was spent and the type of cost incurred. |
Housing stock management
| Our Corporate Plan 2026–2030 sets our long-term direction, where we’re heading as an organisation and what matters most over the next four years. We’ve consulted with colleagues, partners and customers to inform the priorities of this plan. Our plan will keep customers at the heart of our organisation, prioritise safe, quality homes and being smart, efficient and future ready. We’re intensifying our focus on value for money and working together with strong partners to best deliver for our communities. |
| Safe, Decent Homes - Information about Golding Homes’ investment programme to maintain and improve the safety, quality, energy efficiency and condition of customers’ homes, including details of planned improvement works and asset management priorities. |
| Neighbourhood Commitment - Information on Golding Homes’ neighbourhood management approach, including its service offer for estate management, community investment and neighbourhood services. |
| Environmental Sustainability Strategy (Making Golding Greener) - Information on Golding Homes’ environmental sustainability strategy, including its commitments, priorities and performance in reducing environmental impact, improving the energy efficiency of homes, supporting sustainable communities and ensuring effective environmental governance. |
| Our Environmental, Social and Governance (ESG) Report explains how Golding Homes manages its environmental impact, supports customers and communities, and ensures strong governance and responsible decision-making. |
| You can find more information about the types of homes Golding Homes provides on our About Us page. |
| You can find out more about our performance in these areas in the performance section below. |
Performance
| Our performance |
Read our latest regulatory report, which sets out the Regulator of Social Housing’s independent assessment of how well Golding Homes meets the required consumer, governance and financial viability standards. You can find our more information here about Golding Homes’ performance against key service and asset management measures, including home safety compliance, repairs performance, damp and mould response times, customer satisfaction and other indicators used to monitor the condition and management of housing stock. Tenant Satisfaction Measures (TSMs) - Information on Golding Homes’ performance against the Regulator of Social Housing’s Tenant Satisfaction Measures, including customer satisfaction and key indicators relating to repairs, building safety, complaints handling, neighbourhood management and the quality and condition of homes. The Customer Annual Report provides residents with an overview of how Golding Homes has used its resources, delivered services, maintained and improved homes, ensured safety, responded to complaints, and performed against key customer service measures during the year. |
| Responding to complaints |
You can find information here about how we handle complaints, service standards and Housing Ombudsman compliance. We also publish information about our complaints performance here and within our Tenant Satisfaction Measures. |
| Golding in the news | Read our latest news stories. |
| Requesting information |
Individuals can request access to the personal information Golding Homes holds about them by contacting our Data Protection Officer; further information on how we collect, use, store and protect personal data, as well as individuals’ data protection rights, is available in our Privacy Notice. |
Housing services and tenant liaison
| Our Customer Offer sets out the services, commitments and standards customers can expect from Golding Homes, including tenancy support, neighbourhood management, repairs and maintenance, building safety, damp and mould management, and opportunities to work with us to shape services. |
| Your Home provides customers with practical information and support on managing their tenancy, paying rent, reporting repairs, building safety, damp and mould, sustainability, and maintaining a safe and decent home. |
| Find a Home explains the housing options available through Golding Homes and provide information on how to apply for rented, shared ownership and private rented homes. |
Lists and registers
| Find an energy certificate. |
| Electrical |
| Our Gas page provides information about gas safety, including annual gas safety inspections, maintenance responsibilities and how we ensure compliance with our statutory duties to keep residents safe. |
| Our Building Safety page provides information on building safety, including our approach to risk assessment and risk management, as well as building-specific safety information and resident guidance relating to individual buildings where relevant. |
| Fire safety risk assessments |
| Electrical safety (EICR) records |
| Asbestos register (for communal areas of residential buildings) |
| Water hygiene logs / legionella risk assessments (inspection logs and risk assessments for hot/cold water systems) |
| Building safety performance documents and inspection outcomes |
| Damp and mould case tracking reports |
Social housing management
| Copies of our policies can be read here. |
What information is not included
For several reasons there are times when requested information is not eligible for us to share with you. Find out more about the types of information that is not included.
| Personal data | Personal information is not available through this Publication Scheme. Individuals may request access to, correction of, or deletion of their personal information under the UK GDPR and the Data Protection Act 2018. These requests should be referred to Golding Homes’ Data Protection Officer at dpo@goldinghomes.org.uk |
| Third party requests | Requests for information can only be made by residents or their representatives, this excludes journalists and members of the public. |
| Confidential or commercially sensitive information | Confidential business information, commercially sensitive material or third party information provided in confidence. |
| Information not related to housing management or social housing function | Such as the development pipeline or information unrelated to the social housing function or still subject to board approval. |
| Matters decided by Local Authorities |
Allocation decisions managed by the local authority rather than the housing association.
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| Wider activities unconnected to social housing management |
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| A breach of statutory provisions | Information which would conflict with any statutory provision, such as laws relating to data protection or commercial confidentiality. |
| Information requiring the creation of new records | Providers are not required to create new records. If the information does not already exist it does not have to be produced. |
| Draft/working or archive copies of documents | Working documents for internal discussions or development of plans. Archived materials may be out of scope. These documents may provide information which is not finalised and thus may give misleading information. |
| Reasonable test when considering redactions | Where the redaction policy and principles mean that the majority of the document may need to be redacted so that the document no longer has any value. |
| Grounds for refusal of the provision of information |
The provision of information can be refused on the following grounds:
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