STAIRs
(Social Tenants Access
to Information Requirement scheme)

Auxesia Homes Limited is a For-Profit Registered Provider of social housing, regulated by the Regulator of Social Housing (RSH registration number 4765). We provide affordable homes for shared ownership, affordable rent and rent to buy, primarily for those who serve or have served our country and communities.

We are governed by a Board of Directors who are collectively responsible for the strategic direction of the organisation, oversight of financial performance and ensuring that we meet our regulatory obligations to the Regulator of Social Housing. The Board is supported by the Executive Management Team and Senior Leadership Team who are responsible for day-to-day management of the business.

The names and roles of our Board members and senior staff are published on our Management page. Our Board Member with lead responsibility for complaints is Joanna Lee-Mills. Our Health, Safety and Consumer Standards Lead is Jane Keegan, Head of Housing and Property Management, who can be contacted directly at hello@auxesiahomes.co.uk

Our strategic objectives and plans are set out in our Corporate Plan.

A register of Board members interests is published here Declarations of Interest

An organisation chart showing the structure of our organisation is published below Organisation Chart

We consult tenants on matters that affect them through our tenant engagement activities, which are described on our Get Involved page and our Tenant Consultation page.

Information about how tenant feedback has influenced our decisions and services is included in our Annual Report and our Annual Complaints Performance and Service Improvement Report, both of which are available on our Reports page.

Auxesia Homes publishes its Annual Report and Financial Statements each year. These set out in full how income is received and spent, including any grant funding received from Homes England or other public bodies, the cost of managing and maintaining our homes, and executive remuneration. Our most recent accounts and other previous years we have published are available on our Reports page. Alternatively, you can see them Company House.

Where service charges are payable by tenants or shared owners, these are set out in individual tenancy agreements or leases. Service charges cover the reasonable costs of maintaining communal areas and delivering shared services associated with your home. If you have a question about your service charge or wish to see a breakdown of how it has been calculated, please contact us. Queries about service charges can also be directed to Touchstone, our property management partner, on 01225 724 874 or at info@touchstoneresi.co.uk.

We are in receipt of grant funding from Homes England that has supported the delivery of affordable homes. Details of that grant funding is disclosed in our Annual Report and Financial Statements.

Auxesia Homes owns and manages a portfolio of affordable homes across England, including properties available for shared ownership, affordable rent and social rent. Day to day property management, repairs and maintenance are carried out on our behalf by Touchstone Corporate Property Services, one of the UK's leading residential property management companies.

Information about how to report a repair, emergency contact details, and the timescales within which we aim to complete different categories of repair is set out on our Repairs page. Our Repairs Policy explains our repairs processes and when the cost of a repair may be passed to a tenant, and is available on our Policies page.

Planned maintenance and improvement works to our homes and communal areas are informed by stock condition data and our asset management responsibilities. Where planned works are scheduled that affect your home or communal areas, you will be notified in advance in writing. Our approach to asset management and our plans for maintaining and improving the quality of our homes are set out in our Asset Management Policy which is due for approval at our October Board and will be uploaded shortly thereafter. 

All Auxesia Homes properties are new build, constructed to current building regulations and energy efficiency standards. Our homes are designed to be safe, energy efficient and good quality. Information about the energy performance of our homes and our commitments on sustainability is included in our Annual Report. We will update this section as our sustainability and energy efficiency programmes develop.

If you wish to request an adaptation to your home, information about the process and how to make a request is available on our Policies page under our Aids and Adaptations Policy. As a first point of contact for adaptation requests, please email auxesiaqueries@touchstoneresi.co.uk.

We are committed to being open and transparent about how we perform as a landlord. The information below sets out our performance across the key areas that matter most to our tenants and residents.

Tenant Satisfaction Measures

We are required by the Regulator of Social Housing to survey our tenants annually and to publish the results in a prescribed format. Our Tenant Satisfaction Measures results for 2023, 2024 and 2025 are published on our Reports page. The results show how our tenants rate us on the quality of our homes, our repairs service, our communication and our approach to complaints.

Complaints. Our complaint handling performance is reported annually. We publish our Complaint Handling Code self-assessment, our Annual Complaints Performance and Service Improvement Report, and the Board's formal response to that report. All three documents for 2025 are available on our Policies page. These documents set out the volume and nature of complaints we received, the themes and trends identified, and the service improvements we have made or committed to make as a result.

Health and safety compliance

We take our health and safety and building safety obligations seriously.

We ensure that all our homes meet statutory requirements including gas safety, electrical safety, fire safety and water hygiene.

As at June 2026 100% of our rental homes with gas appliances had a valid annual gas safety certificate, and 100% of our rental homes had a current electrical installation condition report in place.

Our Health, Safety and Consumer Standards Lead is Jane Keegan, who can be contacted at hello@auxesiahomes.co.uk

Energy Performance

We understand that utility bills are increasing.

We work hard to ensure your home has a high energy performance rating which can make it cheaper to run.

Over 83% of residents homes are rated with an energy performance of B or above. If your home is rated B, it is a very good rating. Most homes in England are rated D or lower. A B or above rating means your home is well insulated and has an efficient heating system and good windows, so it keeps the heat in and needs less energy to stay warm.

Evictions

In the financial year 2025 (01-Jan-25 to 31-Dec-25), Auxesia Homes issued 4 notices seeking possession and obtained 4 possession orders.

We provide a range of services to support our tenants and shared owners. The sections below describe the main services available and how to access them.

Repairs and maintenance. Information about how to report a repair, what to expect from our repairs service and the timescales we work to is on our Repairs page. For urgent or emergency repairs outside office hours, please call Touchstone on 01225 724 874.

Home safety. Information about the safety of your home, including gas safety, fire safety and electrical safety, is available on our Home Safety page.

Paying your rent. Information about how to pay your rent and what to do if you are experiencing financial difficulty is available on our Paying Your Rent page. If you are struggling to pay your rent, please contact Touchstone as early as possible so that we can discuss the options available to you.

Anti-social behaviour. If you are experiencing anti-social behaviour or a hate incident, you can report it to us. Our approach to investigating and responding to anti-social behaviour, including how we work with other agencies such as the police, is set out in our Anti-Social Behaviour Policy.

Domestic abuse

If you are experiencing domestic abuse, we can help. Our Domestic Abuse Policy sets out how we respond to disclosures and what support we can provide.

In an emergency always call 999. The National Domestic Abuse Helpline is available 24 hours a day on 0808 2000 247.

Safeguarding

We are committed to the safeguarding of all our tenants, particularly those who may be vulnerable. Our Safeguarding Policy is available on our Policies page.

Adaptations

If you are disabled and wish to request an adaptation to your home to help you live independently, our Aids and Adaptations Policy explains the process. Please email auxesiaqueries@touchstoneresi.co.uk as a first point of contact.

Equality and diversity

We are committed to treating all our tenants and applicants fairly. Our Equality and Diversity Policy is available on our Policies page.

Our Register of Board Members interests is here Declarations of Interest. This register records the interests declared by members of our Board in accordance with our governance obligations. A hard copy is also available on request by emailing hello@auxesiahomes.co.uk

Lists and registers relating to the management of social housing: our homes are let through the local authorities our homes are based in and are managed through their choice based lettings schemes.

All our policies are available to download on our Policies page.

If you require any of our policies or other documents in an alternative format or language, please contact us and we will do our best to help.

If you want to give us feedback on any of our policies we would be delighted to hear from you, please send the feedback to hello@auxesiahomes.co.uk

Your rights as a tenant

Your rights ars a tenant of Auxesia Homes are set out in your Tenancy Agreement if you are a tenant, and in your Lease if you are shared owner under a long lease.

Your general rights as a social housing tenant include:

- the right to a home that meets the Decent Homes Standard;

- the right to a home that is fit for human habitation under the Homes (Fitness for Human Habitation) Act 2018;

- the right to receive reasonable advance notice before we or our contractors visit your home to carry out repairs, maintenance or an inspection;

- and, if you are a disabled tenant, the right to request reasonable adjustments to the way we deliver our services.

Your responsibilities include:

- Paying your rent on time

- Treating others with respect and not being violent or aggressive towards anyone, including neighbours, visitors, or support staff

- Avoiding behaviour that could cause a nuisance or disturbance to others

- Keeping noise levels, such as music or television, to a reasonable level

- Looking after your home and avoiding damage to furniture, fixtures, or fittings

If you have any questions about your rights as a tenant, please contact us.

From 1 April 2027, residents and their designated representatives will also be able to make formal written requests for information about the management of their home under STAIRs. Details of how to submit a request are set out below:

How to make an information request

From 1 April 2027, if you are a resident of Auxesia Homes or a designated representative acting on a tenant's behalf, you may make a written request for information about the management of your home.

There is no prescribed form. Your request should be in writing and should include your name, a correspondence address, and a clear description of the information you are requesting. The more specific you are, the more efficiently we can locate and provide the information.

We will acknowledge your request promptly and will respond within 30 calendar days. We will contact you if we need any clarification to help us respond to your request, and we will always try to help you frame your request clearly if you are unsure how to do so.

Requests can be submitted by email to hello@auxesiahomes.co.uk by post to Auxesia Homes Limited, Booths Hall, Booths Park, Chelford Road, Knutsford, WA16 8QZ, or using our online contact form.

There are limited circumstances in which we may be unable to provide information in response to a request, for example where disclosure would be commercially sensitive, would breach data protection legislation, or where the information relates to matters outside the scope of STAIRs. Where we are unable to provide information, we will tell you why.

If you are not satisfied with our response to your request, you may ask us to carry out an internal review.

Please submit your request for a review in writing to the same contact details above, explaining why you are dissatisfied.

We will complete our review within 30 calendar days and will notify you of the outcome.

Our review response will also inform you of your right to refer the matter to the Housing Ombudsman Service if you remain dissatisfied with the outcome of the review.