STAIRs (Social Tenant Access to Information Requirements)

ISHA is smaller and more local than many other London housing associations. Our roots go back to 1933. As we grow, our focus remains on our residents.

We incorporate Lien Viet Housing Association and proudly continue to deliver culturally sensitive services to local Vietnamese and South Asian communities.

Our purpose is to provide quality, safe and affordable homes across north and east London.

Our mission is to provide high-quality homes and services and contribute to thriving communities.

We have four values that guide us and help us deliver for our residents.

1. Professional
2. Compassionate
3. People focused
4. Motivated to deliver for you

You can find links to all our strategies, including our 2026-30 corporate strategy (PDF, 3.1mb) , on the publications page.

Our Board sets the direction of the business and makes strategic and financial decisions. It is legally responsible for the organisation and delegates day-to-day management to our Leadership Team and staff.

Our Leadership Team is responsible for the day-to-day management of ISHA and our staff.

The Leadership Team reports to the Board, which sets the business's direction, makes strategic and financial decisions, and is legally responsible for the organisation.

• Terms of reference for the Leadership Team (PDF, 164kb)

• Governance structure chart (PDF, 231kb)

• Registed rules (PDF, 5.1mb)
• Standing orders framework (PDF, 306kb)

Board and committee terms of reference

• Board terms of reference (PDF, 171kb)
• Audit and Risk Committee terms of reference (PDF, 165kb)
• People Committee terms of reference (PDF, 155kb)
• Property and Investment Committee terms of reference (PDF, 159kb)

The Resident Scrutiny Panel is an independent group of residents who work closely with our Resident Involvement Team to improve the services ISHA provide and monitor our performance.

From 1 October we will publish the minutes of future Resident Scrutiny Panel meetings.

• ISHA policies
• Privacy policies
• Accessibility policy
• Social media policy

We have clear processes for handling complaints about service or data protection complaints. You can find more information in the support hub under 'Getting things right'.

• 2025-26 financial statements (PDF, 6.7mb)
  This report presents the results of the final year of the previous strategic plan (2020-25) and our progress against the new consumer standards ahead of our new strategy.
  

Previous financial statements can be found on the publications page. 

• Rent setting policy (PDF, 585kb)
  This policy outlines ISHA's approach to rent setting for residential units covered by the Rent Standard April 2020 and units exempt from the rent standard.
  

• Service charge setting policy (PDF, 533kb)
  This policy outlines ISHA's approach to service charge setting, including: new build schemes, all rented units, all leased units, licenced units and freeholders.
  

• Procurement policy (PDF, 622kb)
  This policy sets out ISHA's approach to purchasing and contract management for all works, goods, and services, ensuring compliance with the financial regulations and relevant laws. It applies to all procurement activities undertaken by staff, board members, and consultants acting on ISHA's behalf.

ISHA leads the North River Alliance (NRA) , a successful development consortium of locally based housing associations operating in north and east London and meeting a variety of housing needs. The NRA was established in 2004 and is a development partner of the GLA. There are currently 12 members.

• Asset Management Strategy (PDF, 792b)
  Our Asset Management Strategy (AMS) is a dynamic plan built on the core principles of resident safety and wellbeing, data-driven decision-making, financial viability, regulatory compliance and long-term sustainability.

• Repairs and maintenance policy (PDF, 597kb)
  The repairs and maintenance policy outlines how ISHA provides a repairs and maintenance service for residents’ homes and communal areas. We are committed to providing an effective service to ensure high levels of resident satisfaction and to protect the value of housing stock.
  

See the sustainability page and our Asset Management Strategy (PDF, 792kb) for information about ISHA's commitment to sustainability.

Stock transfers are where a local authority transfers some of its housing stock to a housing association or where one social housing provider transfers a portfolio of homes to another provider. ISHA has no stock transfers to report.

The Regulator of Social Housing requires all registered housing providers to report against the Tenant Satisfaction Measures (TSMs) . The TSMs tell you how well we, as your landlord, are doing in providing quality homes and services.

In total, there are 22 measures we must report on. The performance page on our website shows how we performed against each measure in the previous financial year.

• 2024-25 Residents' Annual Report (PDF, 1.6mb)
  Previous resident annual reports can be found on the publications page. We will be publishing the 2025-26 Residents' Annual Report later this year.

• Housing Ombudsman's 2026 landlord performance for ISHA (PDF, 854kb)
• Board response to complaints report 2026 (PDF, 725kb)
• Self-assessment submission 2026 (PDF, 272kb)

You can find documentation for 2025 and 2024 complaints reporting on the publications page.

The report on the first year of our 2026-30 Asset Management Strategy will be published in early 2027.

The strategy itself can be found on the publications page.

• Our 2026-30 Equity, Diversity and Inclusion Strategy (PDF, 1mb)
  This strategy outlines our commitments and initiatives to foster an equitable, inclusive, and anti-racist organisational culture for both employees and residents.

You can find out about our health and safety performance under Tenant Satisfaction Measures (TP05) and Landlords' Management Information (BS01, BS03 and BS04) on the performance page. These measures cover: General satisfaction with safety, gas safety checks, asbestos management and legionella risk assessments.

ISHA only considers eviction as a last resort, after all other options to sustain the tenancy have been exhausted.

You can view ISHA's latest Regulatory Judgement from the Regulator of Social Housing on their website.

Decisions made by the Housing Ombudsman can be found on their website. Use the filter to enter our landlord name ('Islington and Shoreditch Housing Association Limited') to find decisions about ISHA.

Media/press releases and communications to our residents are in the news section of the website.

Leaflets and guidance for residents can be found in the support hub section of the website. This includes information on:

• damp and mould
• our tenants' Repairs Guide (PDF, 2.9mb)
• fire safety.

Residents can also find the ISHAhome residents' magazine, general guidance and specific information for leaseholders and shared owners on the same page.

Further help for residents, answers to frequently asked questions and other organisations that can provide support can be found in the support hub section of the website.

• Board member declaration of interests (PDF, 185kb) .

To make your tenancy a happy one, it's important to understand your rights and responsibilities as set out in your tenancy agreement. It ensures that we meet our responsibilities as your landlord while you take care of your home, pay your rent on time, and are a considerate neighbour. 

• Allocation and lettings (PDF, 566kb)
• Anti-social behaviour (PDF, 566kb)
• Car parking (PDF, 530kb)
• CCTV (PDF, 544kb)
• (Service) complaints policy (PDF, 645kb)
• Damp and mould (Awaab's Law) (PDF, 611kb)
• Data protection (PDF, 638kb)
• Decant (PDF, 538kb)
• Disabled adaptations (PDF, 506kb)
• Domestic abuse (PDF, 228kb)
• Fire safety (PDF, 633kb)
• Health and safety (PDF, 534kb)
• Income recovery (arrears) (PDF, 717kb)
• Managed behaviour (PDF, 541kb)
• Mutual exchange (PDF, 535kb)
• Noise (PDF, 696kb)
• Repairs and maintenance (PDF, 597kb)
• Safeguarding adults (PDF, 632kb)
• Shared ownership allocation (PDF, 713kb)
• Tenancy (PDF, 602kb)
• Tenancy fraud (PDF, 515kb)
• Transfer (PDF, 543kb)
• Vulnerability (PDF, 511kb)

You can find all our policies in the support hub section of the website.

We're working with residents on a new resident involvement strategy that will be published soon. In the meantime, you can read our 2026-30 resident involvement strategy (PDF, 138kb) .

From 1 April 2027, tenants and shared owners can request information from ISHA. We will update this section closer to the launch date about how to do this.

In the meantime, please see our STAIRs policy (PDF, 788kb) for further information.

View or download a plain language version of our STAIRs policy (PDF, 469kb).

If you would like information in an accessible alternative format for any documents in our publication scheme, a single copy will be provided free of charge.

If you're requesting plain printed copies of documents, there are charges for printing and postage. The exact cost will be provided to you when you contact us.

Email stairs@isha.co.uk or call 0300 131 7300 to make a request.

Please email stairs@isha.co.uk or contact the Data Protection Team 0300 131 7300 with any questions or comments about STAIRs.