STAIRs

This section provides information on who we are, how we are run and how we make key decisions.  

Who we are:

Our ambition is to become the leading provider of affordable housing in the UK. We combine investment expertise with a long term commitment to quality, innovation and partnership, creating positive impact for our customers and helping to strengthen communities for the future. Find out more about L&G, including our mission and values: About us – Legal & General Affordable Homes. 

How we’re run:

L&G Affordable Homes operates through a number of companies and legal entities. You can find information on our company registration numbers on our Legal & General Affordable Home Companies page. 

Find out more about the Management Providers that L&G Affordable Homes works in partnership with to manage our homes and deliver services to residents: L&G Affordable Homes Management Providers 

Our Board and senior staff:

L&G Affordable Homes is overseen by our Board and led by our Executive Team. Together, they guide our organisation, oversee our performance and support the delivery of services that make a positive difference to our customers and communities. You can learn more about our Board members and Executive Team through the following page: Meet the team – Legal & General Affordable Homes.   

You can also hear from the Head of Affordable Homes about our purpose: Get To Know Us | Affordable Real Estate Investment | L&G’s Affordable Housing Division  

How we make decisions:

Our Board, Executive team and Committees work together to make decisions. You can see how this works through our latest Annual Report. 

We always strive to provide an excellent service to our customers, however we understand that sometimes things don’t go to plan. Our complaints process ensures we are handling complaints in accordance with the Housing Ombudsman’s Complaint Handling Code.

The Housing Ombudsman provides regular updates on themes, trends and lessons arising from complaints across the sector, including cases concerning L&G. These reports are available on the Housing Ombudsman website.

We ensue our customers are at the heart of our decision making through our engagement programme. For more information, see our Resident Engagement Model.

We also publish information on how our customers have got involved to help improve our services: Get Involved – Impact – Legal & General Affordable Homes.

This section explains how the income we receive is used to maintain our homes, deliver services and invest in improvements.

Our annual accounts provide a summary of business activity for each year, including grants and service charge income : Annual accounts – Legal & General Affordable Homes

Our spend: As part of our commitment to openness and transparency, every quarter we publish all expenditures over £500 on grant-funded affordable housing schemes: Publishing our spend – Legal & General Affordable Homes

We work with suppliers to help us run our organisation and provide services. Find out more information about our approach to partnerships and what we expect from our suppliers: Working With Us | Property Development Partnerships | Legal & General Affordable Homes

On our Rents & Service Charges pages for rental and shared ownership customers, you can find information about:

• What your rent is used for, including changes to your rent
• What a ‘service charge’ is and how service charges are calculated
• Key dates
• FAQ’s

Our customers and communities are at the heart of everything we do. We’re focussed on providing great services, investing in our homes and neighbourhoods, while strengthening our organisation for the future.  

Find out more about our priorities, the progress we’re making and our plans for the future through the following pages:

• Our customer charters: Customer charters – Legal & General Affordable Homes 

• As part of L&G, we draw on the strengths of one of the UK’s leading residential investors, developers and operators: Affordable Housing | Institutional | Asset Management | L&G 
• Our Annual Reports and Financial Statements: Annual Accounts details for L&G Affordable Homes 

• About us – Legal & General Affordable Homes 

As a sustainable and responsible investor, we have made a commitment to enable all our new homes to operate at net zero carbon emissions from 2030.You can read more about the progress we’re making on the pages below: 

Our Sustainability and Impact and information on our investment with social impact.


Maintenance work:

Our Repair & Maintenance page provides useful information on:

• How to request a repair
• What we’re responsible for fixing
• How long repairs usually take, including for emergencies
• Advice, including guidance videos

Our homes:

See where our homes are located within our Customer Annual Report.

Find out information about stock transfers: Customer Satisfaction Performance – Legal & General Affordable Homes

Performance reviews:

We report on our performance and how satisfied customers are on a quarterly basis, and produce an annual report each year to tell you what we’ve been focusing on and why.

• Annual customer report: Customer reports – Legal & General Affordable Homes
• Find out more about our ESG performance
• Quarterly performance figures: Customer Satisfaction Performance – Legal & General Affordable Homes

Tenant Satisfaction Metrics (TSM):

Each year, we share our Tenant Satisfaction Measures (TSM) results with you. These show how satisfied customers are with their homes and services and how well we are performing in key areas, including: 

• Overall satisfaction 

• Maintaining building safety 

• Keeping properties in good repair 

• Customer engagement 

• Effective handling of complaints 
• Responsible neighbourhood management 

Find out more about the TSM process.

Complaints:

The Annual Complaints and Service Improvement report shows how we performed against our complaints targets, the types of complaints we received and what we have learnt and improved as a result.

We carry out a self-assessment against the Housing Ombudsman’s Complaint Handling Code.

Inspection outcomes:

We’re regulated by the Regulator of Social Housing. You can read our latest rating from the Regulator of Social Housing, which provides information on how we’re meeting standards set for social housing providers: Regulator of Social Housing’s Judgement 2026 – Legal & General Affordable Homes.

Media releases:

• View the latest customer news from L&G Affordable Homes: The Latest Customer News – Legal & General Affordable Homes
• View the latest company news from L&G Affordable Homes: The Latest Company News – Legal & General Affordable Homes

As part of managing our homes and services, we keep a number of lists and registers. Some are required by law, and others help us manage housing services safely, fairly and transparently.

Under STAIRs, you can ask for information from these lists and registers where it relates to how your home or building is managed.

Registers required by law:

• Gas safety records – showing when gas safety checks were completed and when the next check is due.
• Fire safety records – including fire risk assessments and any follow‑up actions
• Electrical Safety– including regular safety inspections.
• Building Safety– including ensuring all our buildings make the required standards.
• Lift Safety– including statutory inspections and routine servicing.
• Water Hygiene and Legionella – including risk assessments for communal systems.

You can request information from these registers that relates to your home or building.

Repairs and maintenance records:
We keep records of repairs and maintenance to homes and shared areas, such as:

• The type of repair
• When it was reported and completed
• Whether it was urgent or routine
• If it was completed within target timescales

Other records and registers we maintain:

Damp and mould: We’re committed to providing safe, healthy homes for our residents. Since the introduction of Awaab’s Law in October 2025, we’ve continued to strengthen our approach to preventing, identifying and resolving damp and mould issues

Aids and adaptations: We keep records of aids and adaptations provided to support customers in their homes, including changes made to improve accessibility.  

Complaints records: We keep a record of complaints we receive and how they are handled, so we can learn and make improvements. If you request information from complaint records, we will remove personal details about other residents.

Service charge records:
For homes where service charges apply, we keep records showing:

• What services are provided
• How costs are calculated and shared
• How charges are applied

You can ask for information to help you understand how service charges are managed.

Services and Support

We’re committed to providing the information, services and support our customers need to manage their tenancy and get the most from their home. You can find information about: 

• Moving into your home and understanding your tenancy through our: Customer Area – Legal & General Affordable Homes 
• Information on day to day services, including repairs, health & safety, home responsibilities, policies, support and wellbeing on our My Home page. 
• Your rights as a social housing tenant, including the information and protections available to you. 
• Additional support services available to residents, including Neighbourhood by L&G and other wellbeing resources. 
• Accessible information. We’re committed to making our information accessible and can provide details about our services in alternative formats upon request. 
• MyBrolly, our customer portal, where you can access information and manage aspects of your account online. 

Policies:

Our policies: Our Policies – Legal & General Affordable Homes