STAIRs

Governance and decision making

Find out more about how Karibu Community Homes is governed and how decisions are made in the About Us section of our website:

• Who We Are – learn about Karibu Community Homes, our purpose and values.
• Our Board – information about our Board members and their role in overseeing the organisation.
• Our Executive Management Team and Our Leadership Team – meet the people responsible for the day-to-day management and strategic direction of Karibu.
• Organisation Structure and Committee Structure – understand how the organisation is structured and how decisions are made.
• Policy Library – access key policies that guide how we operate and deliver services.
• Engagement Channels, Tenants Committee Meeting Summaries, Scrutiny Committee Reports and Community Champions Resources – find out how customers can influence services and help shape decision-making.

Spending

You can find information about how we spend money and how service charges are used on our website:

• Our Reports – read our Annual Financial Statements for detailed information about our spending, or view our Annual Report for Residents for a summary of key information and achievements.
• Understanding Your Service Charge – find out how we calculate, estimate and apply service charges, and what these charges cover.

Housing stock management

You can learn about our approach to maintaining and improving homes in the Investment Programme section of our website, including information about our planned investment priorities and long-term asset management strategy.

The Investment Programme section includes details on a range of improvement works, such as:

• Aids and Adaptations
• Door Entry Systems
• Electrical Testing and Upgrades
• Fire Doors
• Heating Improvements
• Insulation Upgrades
• And many other planned maintenance and improvement projects

You can also find information about our approach to sustainability and reducing carbon emissions in the Net Zero & Energy Efficiency section of our website.

For information about preventing, identifying and reporting damp and mould, please visit the Damp & Mould section of our website.

Performance

We regularly publish information about our performance in the Our Performance section of our website, including:

• TSM Reports – quarterly and annual updates on our Tenant Satisfaction Measures (TSMs), including information about how we gather feedback and how you can take part in our surveys.
• Complaints Reports – our Annual Complaints Performance and Service Improvement Report, which explains what we have learned from customer feedback and the actions we have taken to improve our services.
• Regulatory Judgement – details of the Regulator of Social Housing's most recent judgement and our ongoing improvement activity.
• You Said, We Did – examples of how resident feedback has influenced decisions and led to service improvements.

You can also read about our health and safety performance in our Annual Report for Residents.

Housing services

You can find information about the housing services we provide in the Advice & Information section of our website, including:

• Your Tenancy – information about your rights and responsibilities as a Karibu tenant.
• Our Service Standards – details of the service standards you can expect from us.
• Paying Your Rent – guidance on rent payments, payment methods and support if you are experiencing financial difficulties.
• Raise a Repair and Damp & Mould – information on reporting repairs and how we respond to issues affecting your home.
• Contractors and Estate Services – information about the services delivered in and around your neighbourhood.
• My Karibu App / Web Portal – access services online, report repairs and manage your tenancy.
• Connect With Us – ways to get in touch, provide feedback and engage with us.
• Anti-Social Behaviour – information on reporting anti-social behaviour and the support available.
• Mutual Exchange & Transfers, Right to Manage, and Right to Acquire – information about the housing options available to eligible tenants.
• Aids & Adaptations – support and guidance for residents who require adaptations to their home.
• Karibu Hardship Fund and Cost of Living – advice and support for residents experiencing financial hardship.

Lists and registers

The Lists & Registers page explains the records we hold, how often checks and inspections take place, and how you can request information relating to your home.

Some records may contain personal information, sensitive building safety information, or details that change frequently. Where this applies, we may provide a relevant extract, summary, or redacted version of the information rather than publishing the full record online. We will explain whenever information cannot be shared.

The page includes information relating to:

• Building safety records and inspections.
• Property compliance and safety checks.
• How to request access to relevant records.

Social housing management

Information about how we manage homes and deliver services is available through the Service Requests & Complaints and Policy Library sections of our website.

• Service Requests & Complaints – find out how to request a service, raise a concern, make a complaint, and how we use resident feedback to improve our services.
• Policy Library – access policies relating to the management of social housing, service delivery, customer engagement, complaints, and decision-making.
• STAIRs Policy and Process – our STAIRs Policy and supporting process documents will be published on this page following the completion of final reviews and approval through our governance processes.