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.

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• Constitution
• Standing orders framework
• Board and committee terms of reference

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. 

• 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, xkb) *** NEEDS LINK ***

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.

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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.

• Annual complaints performance and service improvement report 2025 (PDF, 550kb)
• Board response to complaints report 2025 (PDF, 338kb)
• Self-assessment submission 2025 (PDF, 272kb)

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• Equality, diversity and inclusion
  We have published two progress updates on our equality, diversity and inclusion strategy (PDF, 1mb) , with the most recent update from March 2025.

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.

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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, 190kb) .

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 2021-25 resident involvement strategy (PDF, 1.1mb) .

Our compensation guidelines (PDF, 247kb) set out our approach to managing compensation claims.

We recognise that, on occasion, residents may receive a service that doesn't meet acceptable standards, and that redress must go beyond an apology or an acknowledgement of procedural fault.

We have published guidance on pets (PDF, 184kb) in our properties.

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