Openness and transparency policy

1.1 This policy supports our commitment to openness, transparency and accountability, including the expectations set out in the Regulator of Social Housing’s consumer standards. It explains how we make information available in a clear, accessible and proportionate way, while recognising that some information must remain confidential, personal or commercially sensitive.

2.1. We aim to support the requirements and expectations of the Regulator of Social Housing’s consumer standards by providing clear, proportionate and accessible information to customers and stakeholders, supporting transparency, accountability and effective scrutiny.

3.1. This Openness and Transparency Policy describes what the terms mean in the context of our governance arrangements, including the Board, Committees and Customer Voices group.

3.2. This policy should be read alongside the Social Tenant Access to Information Requirements Policy, which sets out our approach to meeting the government’s Social Tenant Access to Information Requirements. The STAIRs Policy explains how tenants can access information to support scrutiny, transparency, accountability, involvement, responsiveness and support. This policy does not duplicate those arrangements, but supports them by setting out our wider commitment to making relevant information available in a clear, accessible, lawful and proportionate way.

4.1. We are committed to openness and transparency and accept a general obligation to account for our actions and performance in an open manner. However, there are occasions when the confidentiality of information needs to be protected either because it concerns an individual or because disclosure would adversely affect the commercial interests of the business, or those of its partners, contractors or suppliers.

4.2. Information about us, our work, committees, Customer Voices group and employees is available on our website, unless there are good reasons of confidentiality or practicality why not. The Data Protection Information Governance Framework should be referred to in relation to subject access requests and processing of personal data more generally.

4.3. Our guiding principles are that we will:

• provide information in a way that reflects the needs of customers and other interested people wherever possible, while recognising legitimate commercial, confidential or data protection considerations
• make information available in an accessible way about our plans, policies, standards, services, decision-making and performance
• provide information about how we are governed, our governance arrangements, our finances and how we achieve value for money
• make sure that the information is easy to find, relevant, accurate and wherever possible, self-explanatory
• respond to requests for information, including those made under STAIRs where relevant, in a way that is lawful, accessible, proportionate, timely and cost effective, while recognising any legitimate reasons for withholding or redacting information
• act lawfully and comply with relevant legal, regulatory and governance requirements.

Governance

4.4. Our financial statements will be published and contain a statement about compliance with our chosen Code of Governance. These financial statements will contain:

• narrative reporting including the internal controls assurance statement, value for money statement and a statement of compliance with the economic regulatory standards
• annual financial statements
• Chief Executive and Executive Directors salary packages
• any Board remuneration
• any other regulatory or statutory reporting disclosures as

4.5. We will also publish an annual report for customers on our website, highlighting key activities and performance for the previous year.

The Board

4.6. All Board and committee meetings, including those of the Customer Voices group, will be closed and not open to the wider public. Attendance will be restricted to appropriate members of the governance structure, shareholders and relevant colleagues of the business.

4.7. Agendas, reports, papers and minutes for Board, committees and Customer Voices meetings are classed as commercially sensitive and will not be published or made routinely available. This is because they may include confidential business information, personal data, legal advice, regulatory matters, financial information, contractual discussions or information relating to partners, contractors or suppliers. Where decisions are relevant to tenants, these will be communicated in an appropriate and proportionate way through existing communication channels, as and when necessary.

4.8. Registers of Interests are maintained for all Board and committee members as well as Customer Voices members. Board member interests are published on our website.

Information availability

4.9. We will make information available where it is appropriate, lawful and proportionate to do so. Requests linked to tenant access to information will be considered in line with the Social Tenant Access to Information Requirements Policy, alongside any confidentiality, data protection or commercial sensitivity considerations.

5.1. The Board is responsible for making sure openness, transparency and access to information are embedded in our governance arrangements.

6.1. We will review this policy regularly to make sure it remains accurate, accessible and compliant with relevant legal, regulatory and governance requirements, including the Regulator of Social Housing’s consumer standards.

7.1. This document should also be read alongside wider organisational arrangements for governance, information management, data protection and Social Tenants Access to Information Requirements.

This policy was reviewed and updated in August 2026.