Our STAIRS publication scheme

This section contains information about how we are run and how key decisions are made.

About Selwood Housing

• The About us section of our website gives information about who we are, what we do and our charitable purpose.
• Our current strategy and organisational priorities are outlined in our corporate strategy 2025-28

Board of directors and executive team

• You’ll also find details of our board members, board meeting dates and available AGM information. We also publish details our executive team, their roles and areas of responsibility.

How we are run

• The group board provides overall leadership and strategic direction for the organisation. The board is supported by two specialist committees: the Audit, Viability and Risk committee and the Customer and Homes Committee. Committees support the board by looking at specialist areas in more detail. Read more about the role of our group board and committees.
• Day-to-day operational decisions are delegated to the group chief executive and the executive team within approved budgets, policies and delegated limits. The board ensures that the executive team is working effectively.
• Selwood Housing Group is made up of Selwood Housing, the parent housing association, and three wholly owned subsidiary companies: Silcoa, Cottsbury Homes and Selwood DevCo.

How we make decisions

• You can read a summary of how we assign responsibility for decisions.

How we prioritise complaints 

• Our complaints process explains how we receive, prioritise and respond to complaints, including escalation and the Housing Ombudsman.

Customer consultation and involvement

Our customer involvement and communities strategy outlines how we offer customers the opportunity to get involved in decision making and help shape our services. This includes:

• Consultations & reviews: our current customer involvement opportunities and outcomes of previous reviews in You said, we did!
• Customer scrutiny team: our scrutiny team page includes service reviews, the scrutiny team’s annual report and its quarterly meeting minutes.
• Together with tenants: our scrutiny team’s quarterly progress reports against our Together with Tenants action plan.

This section details how the money that we generate is used to manage and improve our homes and services.

Financial statements

• We publish details about our spending, grant income and material grant-funded programmes, including development, retrofit and community projects and use of service charge revenue in our financial statements.
• We also publish a customer annual report that includes a summary of performance and how we spend money.

Procurement

• Our procurement approach explains how we collaborate with third-party contractors and suppliers to deliver value for money services for our customers. We also publish tender opportunities for opportunities that exceed defined thresholds on our eTendering portal.

Stronger communities fund

• Information about funding criteria, awards and the outcomes of community projects supported by Selwood Housing.

Rent and charge setting

• Our current rent-setting policy and annual information about changes to rent and charges.

This section explains how we maintain, repair and invest in our homes.

Corporate plan

• Our corporate strategy outlines our targets from 2025-2028.

Asset management strategy

• Our approach to investing in, maintaining and improving homes through to 2030.

Planned works

• The types of planned work we carry out and what customers can expect.

Repairs and maintenance

• Our repairs offer, response standards and current performance.

Decent Homes and stock condition

• The standards our homes should meet, our survey approach and current compliance.
• You’ll also find a summary of the number and types of homes we own and manage in our annual financial statement.

Net zero and energy performance

• Our ESG report looks at our environmental targets and progress towards improving the energy performance of homes.

Building new homes

• We’re committed to building 1700 new homes from 2023-2034. View our current developments for both social and affordable rent and shared ownership

Looking after our neighbourhoods

• Our neighbourhood management policy sets out our approach to managing the external areas of the neighbourhoods in which we manage or own homes.
• Our grounds maintenance programme manages the grass, trees, hedges and shrubs in the open spaces we own, as well as outside communal areas and gardens in our communities.

This section outlines our performance in delivering services to residents.

How we’re doing

• Our online hub includes our principal reports, ratings and performance information plus our latest regulatory judgement and any inspection or assessment outcomes. The Housing Ombudsman also publishes the outcomes of any cases it investigates on its Decision archive (search for Selwood Housing in the landlord field).
• Our annual financial statement includes a comprehensive look at our performance for the previous year. It also includes details of our internal audit programme and the responsibilities of our external auditors.
• We share our Tenant satisfaction measures (TSM) every year. These are a set of measures that tell us and our customers how well we’re doing at providing homes and services and help identify areas for improvement.
• We also produce a customer annual report so that customers can easily review our performance and the money we spend.
• Our ESG report and looks at how we manage sustainability across our homes and our SHIFT accreditation report details our latest environmental performance.

Media releases

• We publish news about the organisation, its services, customers and communities on our website.

Repairs and planned works performance

• We define our repair categories and our target response time for each type of repair, including those that fall under Awaab’s Law. We publish our quarterly performance against emergency, priority and routine repair timescales.
• Our quarterly performance data for our major planned programmes, for example, kitchen and bathroom replacements.

Complaints performance

• An annual complaints and compliments report that includes details of complaint volumes, timeliness, themes, learning and planned improvements.
• A current self-assessment against the Housing Ombudsman’s Complaint Handling Code.

Learning from complaints and service improvement

• An annual summary of our learning from complaints including details of service improvements we’ve made to address identified shortcomings.

Compensation and redress

• Our claims, compensation and goodwill policy sets out how we put things right for customers when our services go wrong. We publish details of compensation payments resulting from disrepair or service failure in our annual complaints and compliments report.

Health and safety performance

• Our annual tenant satisfaction measures (TSMs) include details of our gas, fire, electrical, asbestos, legionella and lift compliance.

Scrutiny and evaluation reports

• Our customer scrutiny team service reviews, their recommendations and management responses.

Evictions

• We continue to work closely with customers to help tenancies stay on track. In 2025/26 there were only four evictions.

This section provides information about the services we deliver to tenants and the advice and guidance we make available.

Your home

Your Home includes advice and guidance for customers who rent their home including:

• managing your tenancy: Tenancy guidance including sustainment, right to buy, our complaints process, policies and documents related to your tenancy, pet ownership guidance plus monthly customer updates
• managing your rent: Paying rent, managing your account, support and annual charge information.
• staying safe in your home: Gas, fire, electrical, water, asbestos and other safety information.
• our repairs and maintenance service: requesting a repair, tips and advice, emergencies
• caring for your home: Planned works, our homes standards, alterations and adaptations, communal areas, contents insurance

Your neighbourhood

• Looking after your neighbourhood has information about for customers about their neighbourhood managers, grounds maintenance, antisocial behaviour, priority neighbourhoods’ projects, renting a garage and fly tipping advice.

Moving home

• This section is for customers renting a home who need information about a transfer or exchange, moving-in or ending a tenancy.

Sheltered housing standards

• Find out about sheltered housing and service standards customers should expect.

Shared ownership and leaseholders

• We have a range of information for customers in shared ownership homes and leaseholders in our Buy a home pages including a staircasing guide, costs, how to buy and available homes.

Advice and support

• Resources to help with cost-of-living, managing your money and saving energy.
• Our health and wellbeing pages include support for mental health, later life plus advice if you are affected by domestic abuse.

Complaints

• How to make and escalate a complaint.

Your right to reasonable adjustments

• Our reasonable adjustments policy will explain how to ask us to adjust the way we communicate or deliver a service to meet your needs. This policy is currently under review (Sep 2026) and will be added here as soon as it is available.

Your right to buy, acquire or manage

• Information about the preserved right to buy, to acquire and to manage your property.

Website accessibility and other formats

• Our accessibility statement and how you can request information in another format. This statement is currently under review (Sep 2026) and will be added here as soon as it is available.

Data protection and privacy

Our Privacy Notice explains how we collect, use, share and retain personal information, as well as your data protection rights. It also explains how to request a copy of the personal information we hold about you or raise a concern about its use. Requests for your own personal information are handled under data protection legislation rather than through STAIRS.

This section provides information on the registers we’re required to keep for the management of our housing services. You can contact us if you’d like information about the most recent safety checks we’ve carried out in your home.

Safety in your home

• To keep you, your loved ones and your home safe, we’ve a legal responsibility to carry out regular servicing of the safety-critical elements of your home. These include:
  • an electrical safety check on fixed electrical installations we own known at your home at least every 5 years.
  • a yearly gas safety check of supplied appliances, gas pipework and flues.
  • regular fire safety checks, servicing and repairs.  Additionally, in blocks of flats and schemes we carry out fire risk assessments, alongside a range of monthly checks.
• The asbestos safety page provides helpful information about asbestos, what it is, how we keep you safe from associated health risks.
• Our water safety page explains how we keep our water systems safe to reduce the risk from legionella and other bacteria.

We maintain records and supporting evidence for safety checks and inspections in our compliance systems and reporting, including tenant satisfaction measures.

Other lists and registers relating to the management of social housing

• We take reports of damp and mould extremely seriously and respond to significant and emergency cases of damp and mould in line with the legal timescales set out under Awaab’s Law.
• Our neighbourhood pages show how we look after our neighbourhoods and communal areas including an online schedule of services provided by our grounds maintenance contractor.
• We provide equipment and make aids and adaptations in your home.

Our policy library includes policies, procedures, standards and guidance related to your tenancy.