This section provides information about how New Outlook manages its social housing and carries out its responsibilities as a social housing landlord. It includes relevant policies, strategies and information about how we manage our homes, neighbourhoods and housing services.

Housing and tenancy management

Information about how we manage our responsibilities as a social housing landlord, including:

• tenancy management;
• allocations and lettings;
• tenancy sustainment;
• rent and service charge management;
• tenancy changes and ending a tenancy; and
• advice and guidance for tenants.
• Repairs and property management

We manage and maintain our homes to ensure they remain safe, suitable and appropriately maintained.

Information may include:

• repairs and maintenance;
• planned and cyclical maintenance;
• property condition;
• improvements to our homes;
• health and safety;
• damp and mould;
• other matters relating to the management and maintenance of our properties.
• Estate management

We take steps to help keep our estates, communal areas and shared spaces safe, clean and well maintained.

This includes activities such as:

• proactive monitoring of our properties and communal areas;
• responding to issues identified during visits and inspections;
• managing anti-social behaviour and other issues affecting tenants and communities;
• gardening and grounds maintenance;
• litter and cleanliness;
• maintaining communal areas; and
• working with tenants and relevant services where issues affecting the local environment are identified.

We aim to identify issues proactively and take appropriate action to maintain the quality of our housing environment.

Anti-social behaviour

We have arrangements in place for tenants to report anti-social behaviour and for reports to be assessed and managed appropriately. We monitor reported issues and act where required, working with tenants and other relevant agencies where appropriate. Our approach includes proactive monitoring and consideration of any wider issues that may affect tenants, properties or the local environment.

Tenant engagement and consultation

We want our tenants to have opportunities to share their views about our homes and services. We use tenant feedback and consultation to help us understand tenant priorities and identify opportunities to improve our services.

Complaints, compensation and redress

We provide tenants with information about how to raise concerns or make a complaint if they are dissatisfied with our services.
We also consider appropriate compensation or redress where this is required. Complaints and feedback are monitored to identify learning and opportunities to improve our services.

Health, safety and wellbeing

The safety of our tenants and the people who live in and visit our properties is an important part of our housing management responsibilities. We manage relevant health and safety requirements relating to our homes and communal areas and monitor compliance with applicable requirements.

Environmental and energy efficiency

We consider environmental matters and energy efficiency as part of the management and maintenance of our housing stock.

Relevant information will be published where applicable, including information relating to the condition and efficiency of our homes and measures taken to improve them.

Policies, strategies and procedures

Relevant policies, strategies and other information relating to the management of our social housing will be made available through our STAIRs publication scheme. Where information is already available elsewhere on the New Outlook website, we will provide a link to the existing information rather than unnecessarily duplicating documents.

Information will be published subject to any legal, regulatory, confidentiality and data protection requirements that apply.
We will keep this information under review and update our STAIRs publication scheme as required.

STAIRs information requests

From 1 April 2027, tenants will be able to make a written STAIRs information request where relevant information held by New Outlook cannot be found in our published information.

Further information about how to make a request will be provided on our website before this date.