Social Tenants Access to Information Requirements (STAIRs)

You can find out everything you want to know about Acis Group under the About Us section of the website. You can also discover: 

• Senior staff names and roles on Our Team page 

• Our organisational structure can be viewed here

• Our governance arrangements our outlined on the Our Committees pages 

• Our decision-making processes are here <TBC> and our Policy Directory can be found here

• Our complaints process fully explains how we prioritise complaints here 

• Our Hearing the Customer Voice framework gives customers the opportunity to scrutinise, influence, and shape our work <LINK TO GRAPHIC TO COME FROM PW>

• Our Corporate Plan - “Getting There Together” - outlines our strategic priorities. You can view that here.

• We’ve developed Your Voice, our portal which enables customers to scrutinise, influence and shape our work. We share information on tenant consultations directly with residents affected through Your Voice and other communication methods. 

We publish details about our spending, grants and use of service charge revenue in our financial statements. These can be found in the Our Performance section of the website and is updated annually. 

Additionally, we also publish a more accessible and customer-friendly annual report that can be accessed online <LINK TBC BY ADAM>. 

You can view your rent statements and any services charges via MyAcis – our customer-only app which puts you in control of managing your tenancy.

Our Asset Management Strategy sets out our priorities and how we best manage the homes we own. Download our Asset Management Strategy here.

It outlines how we aim to:

• provide desirable and healthy homes, neighbourhoods and  communities for our customers which are modern, safe, secure, and affordable to heat as we work to improve energy efficiency

• deliver value for money through the efficient and effective procurement and commissioning of goods and services

• build communities through strategic investment and regeneration

• assist with the formulation of policy and standards for both new and existing housing, in response to the Climate Change Emergency by identifying a roadmap to ensure we are zero carbon ready. You can view our Environmental and Sustainability Policy here or view our ESG Report here.

You can see details of the maintenance and repair work we have carried out over the last 12 months in our Annual Report to Tenants and our Tenant Satisfaction Measures Report on Our Performance page here.

You can also see our Lettable Standard statement by clicking here.

You can find all of our policies related to the following areas on Our Policies page: 

• Aids and adaptations

• Asbestos management

• Damp and mould

• Electrical safety

• Fire safety

• Gas and heating safety

• Legionella

• Lifts

Our housing stock

We take great care in maintaining your homes and have multiple ways of making sure homes are in quality, safe and well-maintained.

We run an annual stock condition survey programme

We are very conscious of the energy efficiency of our properties and closely monitor which homes perform well and which need improvements. We capture and report this Energy Performance Certificate (EPC) information in our ESG Report.

Acis Group also takes extremely seriously being and remaining compliant with all statutory regulations as set out by the Regulator of Social Housing. You can view our compliance performance in our Tenant Satisfaction Measures Report here. 

We regularly publish updates on how we’re doing in the Our Performance pages of the website.

Regulation and oversight

• The Housing Ombudsman publishes on its website decisions on any cases investigated.
• Also, the Regulator of Social Housing In-depth Assessment can be found here.

Tenant Satisfaction Measures (TSMs)

Our latest TSM data is published here and includes the following information: 

• Overall satisfaction 

• Keeping properties in good repair 

• Maintaining building safety 

• Respectful and helpful engagement 

• Effective handling of complaints 

• Responsible neighbourhood management 

Media releases: information produced by our media team are published in the News section of the website. 

Complaints

Complaint metrics: See our complaints process page which includes the following complaints performance information: 

• How to make complaints, our process and how to give feedback

To view our Customer Feedback Policy, click here.

To view our annual Complaints and Service Improvement report, click here.

Information request data: we do not yet have any data to report 

Information request responses: we do not yet have any responses to publish, and are reviewing how we might share this information in future 

Health and safety performance and assessments: not currently available 

Maintenance work: not currently available

Description of services: the About Us page describes all of our core housing services. 

Advice and guidance for tenants: the Your Home section of our website contains extensive advice, guidance and support for our residents.

Policies relating to the following areas can be found in our Policy Directory:

• Allocations
• Anti-social behaviour
• Domestic Abuse
• Equality, Diversity and Inclusion
• Hate and Mate Crime
• Hoarding
• Mobility Scooters
• Neighbourhood and Estate Management  

Information held in registers required by law: Our XX pages contains building safety information for specific buildings <DO WE PUBLISH THIS? IF SO, WHERE?>. 

Other lists and registers relating to the management of social housing: the majority of our social homes are let through the local authority through choice based lettings schemes. These are listed by region on the ‘Apply for Social Housing’ page of the Gov.uk website: https://www.gov.uk/apply-for-council-housing

The Policy Directory section on our website contains our decision making policies as well as our policies relating to the management of social housing.