Governance and Accountability
Hundred Houses Society is governed by a Board that is responsible for setting the organisation’s strategic direction, overseeing performance, managing risk and ensuring we meet our legal and regulatory responsibilities. Day-to-day operations are delegated to the Executive Team, who are responsible for delivering services, implementing strategy and supporting the Board’s objectives. This section explains how we are governed, who makes decisions and how accountability is maintained across the organisation.
About Us
Our Board and Committee
Our Executive Team
Mission Statement and Values
Organisation Structure
Corporate Strategy
Customer Involvement in Decision Making
We believe customers should have a voice in the decisions that affect their homes and communities. Through customer scrutiny, engagement activities, forums, focus groups, surveys and other involvement opportunities, customers can share feedback, influence services, help shape policies and contribute to service improvements.
This section explains how we gather, consider and respond to customer views and how customer feedback helps inform our decision-making.
Strategic Decision-Making
This document sets out Hundred Houses Society’s governance structure and decision-making framework. It explains the role of the Board, Committees and Working Groups, identifies matters reserved to the Board, outlines delegated authorities, and describes how accountability, assurance and oversight are exercised across the organisation. It also includes the Terms of Reference for governance bodies and the framework through which strategic decisions are reviewed, recommended and approved. Click the button below to view.
Governance Framework and Delegations
Board Papers
The Board meets throughout the year to oversee HHS, make key decisions and monitor our performance. Each meeting includes regular business, such as governance matters, risk management, financial oversight, updates from Board committees and resident scrutiny activities, and reports from the Chair and Chief Executive. The Board also considers specific projects, proposals and strategic issues as they arise.
The meeting summary below highlights some of the additional topics discussed at each meeting alongside the Board’s regular business. These topics vary throughout the year and reflect the priorities and challenges facing HHS at the time, regulatory requirements and learning. If you would like to know more about the topics discussed we will be happy to provide you with further information under the access to information scheme available from 1st April 2027.
Financial Statements
Hundred Houses Society publishes its audited accounts and financial statements each year to provide transparency about its financial performance, financial position and use of resources. They explain how the Society manages its finances, invests in homes and services, meets its regulatory obligations and demonstrates accountability to you and other stakeholders.
Statement Publications
Rent and Service Charges
Each year, Hundred Houses Society reviews rents and service charges in accordance with Government rent-setting requirements and the Society’s financial and operational responsibilities. The documents published in this section explain any changes to rents and service charges, how charges are calculated, the factors considered when setting them, and the support and guidance available to tenants and homeowners. They also include frequently asked questions to help you understand the impact of annual rent reviews and service charge changes.
Rent and Service Charges
Procurement and Financial Governance
Hundred Houses Society procures goods, works and services to support the delivery, management, maintenance, safety and improvement of homes and services provided to tenants, leaseholders and residents. The documents published in this section explain how procurement decisions are made, the financial and governance controls that apply, the authority levels for approving expenditure and contracts, and the arrangements in place to ensure value for money, fairness, transparency and compliance with relevant legislation and regulatory requirements.
Together, these documents set out HHS’s approach to procurement planning, tendering, contract award, delegated authority, financial control, contract management and performance monitoring.
Procurement Policy
Financial Regulations
Publication status: Not published
This document sets out the Society’s detailed internal financial management, banking, payment authorisation, treasury management and financial control procedures. It supports the operation of the Society’s financial governance framework and includes operational controls used to manage financial risk and prevent fraud.
The Society has not published the full document because it contains detailed information relating to banking arrangements, payment authorisation processes, delegated financial controls and other operational measures designed to protect the Society’s financial resources. Disclosure of this information could increase the risk of fraud, unauthorised transactions or the circumvention of internal control arrangements.
Information relating to the Society’s financial governance, financial performance, procurement activities, annual accounts and decision-making arrangements is available through other documents published within this publication scheme.
Topics covered include:
- Financial governance and delegated authorities.
- Budget setting, financial planning and monitoring.
- Procurement and contract management.
- Audit and assurance arrangements.
- Asset and treasury management.
- Income collection and debt recovery.
- Payment processing and payroll administration.
- Financial controls, security and fraud prevention measures.
Further Information
Where appropriate, the Society may provide further information or a high-level summary of individual topics covered by this document where this can be done without compromising financial security, fraud prevention measures or internal control arrangements.
Value for Money Strategy
We are committed to making the best possible use of our resources so that we can provide good quality homes, deliver effective services, and remain financially sustainable for the future. Our Value for Money Strategy explains how we ensure that money is spent wisely, decisions are made effectively, and resources are managed in a way that benefits customers and communities.
The strategy sets out our approach to areas such as financial management, procurement, asset management, sustainability, governance, and performance monitoring. It also explains how we measure and review value for money to ensure we continue to improve services, invest in homes, and meet our regulatory obligations while delivering positive outcomes for customers.
Value for Money Strategy
We want you to understand how we look after, maintain and improve our homes and neighbourhoods. This section brings together key plans, strategies and information about how we invest in our properties, deliver repairs and services, and plan for the future.
This section explains our approach to maintaining existing homes, improving energy efficiency, meeting housing standards, engaging with you and investing in communities. They also provide information about the condition of our homes and the work we are doing to ensure they remain safe, sustainable and well managed.
We publish performance information to help you understand how we are delivering services and where we are working to improve. The reports include performance results, your feedback and Tenant Satisfaction Measures (TSMs), providing a clear picture of how we are performing and how your views help shape our services.
How are we performing
Media Releases and News
We believe it is important to keep customers, partners and local communities informed about our work. The information below includes links to our news stories, media releases, community projects and other activities that demonstrate how we are delivering services, supporting communities and achieving positive outcomes for you. These updates help us remain transparent, share good practice and celebrate the impact of our work.
News
Complaints Performance and Service Improvement
We are committed to handling complaints fairly, learning from feedback, and continuously improving our services. The reports below provide information about the complaints we have received, our performance in responding to them, and the actions we have taken to improve services for customers as a result.
Compliments and Complaints
Compensation and Redress
We are committed to putting things right when things go wrong and to learning from your feedback and complaints. Compensation and redress may be provided where appropriate following a complaint, service failure or other issue where you may have experienced inconvenience, loss or poor service.
The information provided includes our approach to complaints, service improvements, Housing Ombudsman requirements and other outcomes that help us improve services and ensure you are treated fairly.
Compensation Policy
Data Protection Performance
We are committed to protecting personal information and handling it responsibly. We monitor data breaches and Subject Access Requests (SARs) each year to help make sure we comply with data protection law. By reviewing this information, we can identify trends, learn from experience, and improve how we manage and protect personal information. This helps us provide a better service and maintain the trust of our customers, colleagues, and partners.
For more information about our approach to data protection, including trends in data breaches and Subject Access Requests (SARs), visit our Data Protection page.
Data Protection
Health and Safety Performance and Assessments
The health and safety of our customers, employees and contractors is a priority. We regularly monitor our health and safety performance, carry out property compliance checks, complete risk assessments and review compliance with regulatory requirements to help ensure our homes, communal areas and workplaces remain safe.
The documents below explain how we manage health and safety risks, measure performance, learn from incidents and maintain compliance with legal and regulatory requirements. Risk assessments are carried out across our activities and reviewed regularly. Individual risk assessments or fire risk assessments may not be published where disclosure could create a health or safety risk or compromise security.
Where full operational records are not published, we provide relevant policies, and high-level summaries to explain our approach and performance. Additional information can be found in Lists and Registers as part of the publication scheme.
Click the button below to see our health and safety policies.
Health and Safety Policies
We publish information to help residents understand their tenancy or shared ownership lease, manage their home, access housing and support services, and understand the responsibilities of both HHS and our customers. This includes information for tenants and, where relevant, shared owners who own less than 100% of their home.
Tenancy Information
Our tenancy information explains the different types of tenancy we provide and residents’ main rights and responsibilities. It includes guidance on looking after your home, repairs and maintenance responsibilities, permissions and alterations, changes to the household, safety, anti-social behaviour, paying rent and where to get advice or support. Residents should also refer to their individual tenancy agreement, as rights and responsibilities may vary.
Your Tenancy
Moving Home
Residents who want to move may be able to apply for a mutual exchange, which means swapping homes with another council or housing association tenant. Permission is needed from HHS and, where applicable, the other landlord. Residents are advised to check the condition of the new home, understand any changes to their tenancy rights and complete the required paperwork before moving.
Information is also available about ending a tenancy, including giving written notice, paying any outstanding rent, returning the keys, removing belongings and leaving the home in an appropriate condition.
Mutual Exchange
Ending your Tenancy
Renting and Shared Ownership
Our renting information explains how available social housing is normally advertised through Home-Link and provides information about the different types of rent HHS uses.
We also publish information about shared ownership, where a customer buys a share of a home and pays rent to HHS on the remaining share. For shared owners who own less than 100%, this includes information about lease responsibilities, rent and service charges, repairs and maintenance, permissions for alterations, selling and buying additional shares through staircasing.
The wider buying a home information is included only where it relates to shared ownership or another HHS-managed social housing service. Information that relates solely to outright purchase or customers who own 100% of their home is not included within this STAIRs section.
Renting a Home
Shared Ownership
Staircasing
Help and Support
HHS provides information about support available to residents, including help with financial difficulties, benefits, essential household costs, domestic abuse, adaptations and other personal or household needs. We may provide support directly or help residents access specialist organisations.
Help and Support
Tenancies and Homes Policies
We publish policies explaining how we manage tenancies, homes, neighbourhoods, repairs, safety, rent, service charges and shared ownership. These include property management policies, health and safety policies, and tenancy, lease, rent and charges policies.
Tenancy and Homes Policies
Rent and Service Charges
We know that changes to rent and service charges are important to our customers. This page provides information about how rents and service charges are set, why they are reviewed each year, and what the charges for 2026-27 mean for you. You can also access our frequently asked questions for more detailed guidance and support.
Rent and Service Charges
Availability of Information
HHS publishes housing services information through its tenancy and leaseholder handbooks, policies and public webpages. Individual tenancy, rent, service charge, support or shared-ownership case records are not routinely published because they may contain personal, financial or household-specific information.
Building Safety and Compliance Performance and Records 2025/26
We regularly monitor our performance against key building safety and compliance responsibilities, including fire safety, electrical safety, asbestos management, water hygiene and Legionella control, damp and mould, and other property safety checks.
This information helps us make sure required inspections are completed on time, identify any outstanding actions and monitor progress. Performance is regularly reviewed by management and reported to the Board as part of our assurance and oversight arrangements.
The detailed information supporting this work is maintained through a range of registers, logs, inspection records, and performance reports. These documents are not routinely published because they may contain commercially sensitive, confidential, personal, or property-specific information. In many cases, extensive redaction would make the documents difficult to understand and of limited value to readers.
Fire Safety Risk Assessments and Action Registers
We keep records of fire risk assessments (FRAs) for our communal and multi-occupied buildings. These records help us monitor fire safety and ensure that any actions identified through an assessment are followed up.
Our records include information about:
- Buildings that require a fire risk assessment.
- The fire risk level of each building.
- When assessments were completed and when they are due for review.
- Actions or improvements identified through an assessment.
- Fire safety equipment, such as alarms, emergency lighting, and smoke ventilation systems.
- Servicing and Inspection arrangements.
We also regularly check our fire safety records against our property information to help ensure that buildings are included in the appropriate fire risk assessment programme.
Availability of Information
We publish summary information about fire safety performance and our approach to managing fire risk. Detailed fire risk assessments, action trackers, and building-specific records are not routinely published because they may contain security-sensitive information and operational details relating to individual buildings.
Fire Safety Policy
Electrical Safety Inspection Records and Performance Reports
We conduct regular electrical safety inspections in our homes and communal areas. These inspections are known as Electrical Installation Condition Reports (EICRs) and help us identify faults, damage or any work needed to keep electrical installations safe.
The records cover both homes and communal areas and include the inspection date, next due date, inspection outcome, and any follow-up work required.
We use this information to:
- Plan electrical safety inspections.
- Monitor when checks are due.
- Follow up where access has not been possible.
- Record and complete any safety work identified.
- Check that electrical installations are safe before an empty home is re-let.
- Report electrical safety performance to the Customer Engagement Group and Board.
Our electrical safety records are checked against our main property information to help ensure that all relevant homes and communal areas are included in the programme. Performance information is regularly reported to the Customer Engagement Group and Board and checked against the underlying records.
Independent Assurance
An internal audit completed in September 2025 provided substantial assurance over HHS’s electrical safety arrangements. The audit found that controls were operating effectively, with only minor improvements identified.
Availability of Information
Detailed electrical safety records contain property addresses and operational information, including access arrangements, appointments, and repair notes. For this reason, the full records are not suitable for publication on our website.
We therefore publish summary performance information that does not identify individual residents or disclose property-level operational details.
Electrical Safety Policy
Gas Safety Compliance Records and Servicing Programmes
We keep records of gas safety inspections, servicing programmes, and compliance activities to help ensure our homes remain safe and that we meet our legal responsibilities as a landlord.
Our records include information about:
- Properties that require gas safety inspections and servicing.
- Annual gas safety inspection and servicing programmes.
- Gas safety certificates and compliance monitoring records.
- Inspection dates and when future inspections are due.
- Actions or remedial works identified through inspections.
- Arrangements for managing access where inspections cannot be completed as planned.
- Gas safety performance information, including inspection completion rates and compliance reporting.
We also regularly check our gas safety records against our property information to help ensure all relevant homes are included in the gas safety programme and that inspections are completed within the required timescales.
During 2025/26, we completed 1,103 gas safety inspections and achieved 100% completion of gas safety inspections within target timescales.
Availability of Information
We publish summary information about gas safety performance and our approach to managing gas safety compliance. Detailed gas safety certificates, servicing schedules, contractor records, programme data, and property-specific compliance records are not routinely published because they contain operational information relating to individual homes, buildings, and safety arrangements.
Heating Safety Policy
Asbestos Management Records
We keep records of asbestos-containing materials that have been identified in our homes, communal areas, and other buildings. These records help us understand where asbestos is located, its condition and how it should be safely managed.
Where asbestos is in good condition, it can often safely remain in place and be monitored. Where a survey identifies that action is needed, we arrange appropriate work, which may include making the material safe, repairing it, or removing it using a competent contractor.
We use asbestos information to:
- Identify and record asbestos-containing materials.
- Monitor their location and condition.
- Plan surveys and risk-based reinspection.
- Record and follow up any work identified.
- Update records when asbestos is treated or removed.
- Provide relevant asbestos information before repairs, maintenance or improvement work begins.
Our asbestos records are maintained through HHS’s property and compliance systems. We also check our property information against the asbestos reinspection programme to help ensure that relevant properties are included and inspections are completed when required.
Residents are provided with relevant asbestos information about their home where appropriate, including where proposed DIY or alteration work could disturb asbestos-containing materials. Contractors are also provided with relevant information before carrying out work that could disturb asbestos.
Availability of Information
Detailed asbestos records can contain property addresses, the location and condition of asbestos-containing materials, photographs, plans, survey findings, and risk information. For this reason, the full asbestos register and individual survey records are not suitable for routine publication on the website.
We instead publish summary performance information that does not disclose detailed property-level information. Residents can also be provided with relevant asbestos information about their own home where appropriate.
Asbestos Management Policy
Water Hygiene and Legionella Records
We keep records of water safety checks for relevant homes, schemes, and communal water systems. These records help us manage the risk of Legionella and keep water systems safe.
Our records help us to:
- Plan and review water risk assessments.
- Monitor water temperatures and routine safety checks.
- Record inspections, cleaning, and maintenance.
- Identify and follow up any work required.
Availability of Information
We publish summary information about water safety performance and our approach to managing Legionella risks. Detailed risk assessments, monitoring logs, and action records are not routinely published because they contain property-specific and operational information.
Legionella Policy
Damp and Mould Records
We keep records of damp, mould, and condensation reports so we can investigate concerns, arrange any work required and monitor whether issues have been resolved.
Our records help us to:
- Arrange and record property inspections.
- Identify the cause of damp or mould.
- Track repairs, treatment, and follow-up checks.
- Monitor response times and service performance.
- Identify recurring issues and opportunities for improvement.
Availability of Information
We publish summary performance information, our Damp, Mould and Condensation Policy, and guidance for residents on reporting concerns and accessing support.
Individual case records are not published because they may contain personal, health, vulnerability, and property-specific information. Residents are provided with information relating to inspections and work affecting their own home.
Damp Mould and Condensation Policy
Estate Inspection Schedules and Records
We keep records of estate and communal area inspections to help make sure shared spaces are safe, clean and well maintained.
Our records include information about:
- When estate and communal area inspections are planned and completed
- The areas and locations inspected
- Repairs, maintenance or other issues identified
- Communal safety and accessibility concerns
- Actions needed following an inspection
- Estate walkabouts and opportunities for residents to take part.
We use these records to monitor the condition of our estates and shared spaces and to make sure that issues identified during inspections are followed up.
Availability of Information
We publish summary information about our approach to estate inspections and our programme of estate walkabouts. Detailed inspection records and action logs are not routinely published because they may contain property-specific, resident, security or operational information.
Places – Improving Neighbourhoods Policy
Home Accessibility and Adaptations Records
We keep records of home adaptations provided to help residents live safely and independently in their homes. This includes minor adaptations, such as grab rails, and larger adaptations, such as level-access showers and stairlifts.
Our records include information about:
- Requests and referrals for adaptations
- Assessments and recommendations
- Minor and major adaptations required
- Adaptations that have been approved and completed
- Maintenance or inspection requirements where relevant
- Permanent adaptations recorded against our homes.
We use these records to monitor adaptation requests and completed work and to help us understand which homes have already been adapted.
Availability of Information
We publish summary information about our Aids and Adaptations service and how residents can request support. Detailed adaptations registers and individual case records are not routinely published because they may contain personal information about residents, including health, disability and individual circumstances.
Adaptations Policy
Monitoring and Reporting
We will continue to monitor and publish building safety and compliance performance information as part of our commitment to transparency, resident safety, and effective asset management.
Performance information is reviewed regularly to help ensure that safety inspections, compliance activities and any required follow-up actions are completed in line with our legal and regulatory responsibilities.
Policies and Strategies relating to the management of Social Housing
This section brings together the key policies, strategies and guidance documents that explain how Hundred Houses Society manages its homes and services. These documents set out your rights, responsibilities and entitlements, as well as the standards we follow when delivering services.
They cover areas such as tenancy management, repairs and maintenance, rent and service charges, complaints, neighbourhood management, safety, safeguarding and customer involvement. Publishing these documents helps you understand how decisions are made, what you can expect from us, and how we meet our legal and regulatory obligations.
Policies and Strategies
