Publication Scheme
Under the Social Tenant Access to Information Requirements (STAIRs), Opendoor Homes tenants have new rights to access information regarding the management of their homes and services. This includes information on repairs, health and safety issues, and landlord performance.
To make it easier to find information we publish, we have arranged links to this information below using the STAIRs classifications:
Governance and decision-making
Names and roles of senior leaders can be found here.
Names of our board members can be found here.
Our organisational structure chart can be found here.
Key information and meeting reports of our Board can be found here.
Our decision-making policies can be found here.
Information about how we prioritise complaints can be found here.
Information about tenant involvement opportunities can be found here.
Information about tenant involvement meetings can be found here.
Spending
We regularly publish how money is raised and used, including service charge breakdowns, grants, and contracts under in our annual accounts here.
We also publish spending information in an accessible way in our Annual Reports for Residents here.
Housing stock management
Information on planned maintenance programmes can be found here.
Performance
We regularly share a range of information on our performance on our website here here including:
- Tenant Satisfaction Measures results annually.
- Annual Complaints Performance and Service Improvement reports
- Quarterly complaints performance and You Said…We Did
Information about performance can also be found here here including:
- Annual Reports for Residents
- Equality, Diversity, and Inclusion annual reports
- Social value reports
Information about Regulator of Social Housing inspection outcomes can be found here: here.
Housing services
We aim to provide effective guidance and support for all our customers.
The Your Home section includes information about:
- Alterations
- Electrics
- Electrical vehicle chargers
- Fire safety
- Gas safety
- Insurance
- Moving in
- Plumbing
- Water leaks
- Right to manage
- Security
The Your Neighbourhood section includes information about:
- Anti-social behaviour
- Communal areas
- Domestic violence
- Estate services
- Estate inspections
- Caretaking
- Grounds maintenance
The Rent & Money section includes information about:
- Benefits and budgeting
- Council tax
- Debt advice
- Energy saving
- Food banks
- Rent FAQs
- Service charges
- Universal credit
- Ways to pay
- Online balance checks portal
The Repairs section includes information about:
- Reporting a repair
- Repairs priorities and target timeframes
- Appointments
- Responsibilities for tenant repairs
- Damp and mould
- Condensation
- Fencing
- Flooring
- Helpful DIY tips
- Major works
- Repairs FAQs
- Pest control
The Your tenancy section includes information about:
- Your tenancy
- Moving home
- Right to Acquire
The Get involved with Opendoor Homes section includes information about:
- Involvement opportunities
- Resident Scrutiny Group
- Social value and community investment
- Children and young people
- Community awards
- Community Chest fund
- Employment and training
Information about building safety can also be found here.
Information about our approach to handling complaints can be found here.
Information about our Customer Care Principles and Customer Behaviour Charter can be found here.
Information about our Customer Service Standards can be found here.
Information about personal data can be found here.
Lists and registers
We publish information held in registers required by law, and other key lists and registers relating to the management of social housing. These include:
Social housing management
Our policies and strategies relating to the management of social housing can be found here.