This section contains information about who we are, how we are run and how key decisions are made

Who we are

• Find out more about us; who we are and what we do
• Our aims, priorities and future plans are set out in our Strategy and Vision. This includes our Corporate Plan, which outlines our priorities, objectives and plans from 2026 to 2030.

Senior staff names and roles

• We provide details of our Executive Team and their roles within Newlon.

How we are run

• Our Board sets the overall strategy for us and makes sure our Executive Team, responsible for the day-to-day management of Newlon, is working effectively. The Board is the main decision making body and is supported by a range of specialist committees focusing on things like development and resident services. Find out more about how we make decisions.
• Newlon Housing Trust operates through a number of companies and legal entities. We provide details of all the companies within our group structure.

We publish detailed information about how we spend money, including grants and service charge income, in our financial statements and in our annual report to residents, which you can find using the link below:

Annual Report

You can find information about average rents and how well we perform in collecting rent in our Rent collection and rent rates page.

You can find out more about how we procure goods and services in the procurement section of our website.

This section outlines our future plans and explains how we maintain, repair and invest in our homes.

Plans and objectives

• You can find out more information about we mange our stock in our Corporate plan and Asset Management strategy.
• You can find out information about our environmental performance and progress to net zero in our annual ESG report
• Our Annual Report to residents includes information on our repairs and maintenance performance over the last twelve months as well as our compliance with the decent homes standard.
• We have a dedicated team who help residents in hardship. You can find out about their work on our welfare and financial inclusion page.

Our homes: key facts and figures

• Find out where our homes are located and see key facts and figures (make a decision about this) about the areas we operate in.

This section shows how we’re performing and how well we’re delivering services for residents.

Inspection outcomes and ratings

• View our latest regulatory judgment

Performance reviews and evaluation reports

• View our quarterly performance figures
• A comprehensive look at our performance and initiative can be found in our full Annual Review
• View our ESG performance
• You can find information about our approach to data protection including a record of any data breaches on our Data Protection page.
• We publish fully audited accounts on an annual basis which includes our external auditor’s opinion on our financial performance and viability. You can find this information in our financial statements on the annual reports page.
• You can find information on our Awaab’s law compliance in our annual report to residents.

Tenant Satisfaction Measures

• Each year we share our Tenant Satisfaction Measures (TSM) results with you. The TSMs are a set of measures that tell you how well we’re doing at providing quality homes and services. 

Media releases

• View the latest news published by Newlon.

Complaint metrics

• The Annual Complaints Performance and Service Improvement Report provides information about how we handle complaints, our compliance with the Housing Ombudsman’s Complaint Handling Code, and our complaints performance between April 2024 and March 2025

• We also carry out a self-assessment against the Housing Ombudsman’s Complaint Handling Code.

• You can also view our Landlord Performance report on the Housing Ombudsman’s website.
• You can find out about our complaints performance including any Ombudsman orders and outcomes.

Maintenance work

• Our performance in delivering repairs and maintenance services is also highlighted in our Annual Review.

Health and Safety

• You can find information on our approach to health and safety management and risk assessments in the Health and Safety section of this site.

This section provides information about the services we offer to tenants, as well as the advice, guidance and support available.

• The residents section of our website provides a comprehensive overview of the services we provide inlcuding information about advice, guidance and support.
• We’d be happy to arrange for information about our services to be provided to our residents in an alternative format.

This section provides information on the registers we’re required to keep by law for the management of our housing services.

Information held in registers required by law

• You can find information about our building safety performance and inspection outcomes in our annual report to residents, and also in our TSM page.
• We’ve a legal responsibility to carry out certain important safety checks to ensure the home or building you live in remains safe.
• We carry out gas safety inspections at your home every year to check that any gas heating and hot water appliances, fittings and flues owned by us are safe.
• We inspect and test your electrical installations and any electrical appliances owned by Newlon, every four to five years
• Asbestos must be handled with care as it can pose serious health risks if disturbed. Find out what to do if you think there may be asbestos in your home.
• Our Water Hygiene Policy ensures we manage our water systems to help reduce the risk from legionella and other bacteria
• We explain how we comply with all the Government guidance and regulations around fire and building safety to ensure all our buildings meet the required standards.
• Access your buildings current Fire Risk Assessment (FRA) and fire safety information.
• We are committed to carrying out fire door inspections to all fire doors within our buildings.
• We provide a list of our high-rise buildings (HRB) here on our website. You’ll find further information about our high rise buildings on the government’s website.
• Our building safety survey programme for high-rise buildings (HRBs) helps us identify and assess structural and fire safety risks in our HRBs, so we can keep residents safe and meet our legal responsibilities.
• Our cladding remediation programme helps to improve building safety, by finding  and fixing unsafe external wall systems, often called cladding.
• By working in partnership with fire and rescue services and other organisations, we’re better equipped to keep residents and communities safer.

Other records and registers we maintain

This section contains information about other lists and registers we maintain to support the management of our housing services and meet our legal and regulatory responsibilities.

• Information about our estate services explains how we look after our neighbourhoods and communal areas
• We provide equipment and make aids and adaptations in your home.
• We monitor data breaches and information security incidents so that we can learn from them, strengthen our controls, and continuously improve how we protect personal information.

This section provides information about our policies and strategies relating to management of social housing.

• Aids and adaptaions
• Anti-social behaviour
• Arrears
• Building safety – this section covers our approach to building safety and keeping residents safe in their homes.
• Compensation
• Complaints / customer care
• Communal spaces
• Safeguarding
• Damp and mould
• Decant
• Disrepair – if you serious, complex and long term repair issues which you are not satisfied have been resolved through our complaints process, you could consider further action. You can advice about this in our repairs leaflet.
• Fire safety
• Fraud
• Paying your rent – we have a wide variety of information about how we set and collect rents and what to do if you are struggling to pay or require additional support to maintain your tenancy. You can find this information on our paying your rent page and our welfare and financial inclusion page.
• Homeowners – you can find information relating to how we manage our Shared Ownership and leasehold homes in our homeowners section.
• Neighbourhood and estate management – find out about our Neighbourhood Strategy and how to be a good neighbour.
• Pets
• Parking
• Repairs and maintenance
• Moving and allocation (other than local authority allocation)
• Service charges
• Succession and tenancy – you can find information about these in our Your tenancy leaflet
• Water safety