What is STAIRs?

STAIRs stands for Social Tenants Access to Information Requirement scheme. It is a new standard introduced by the UK Government to enhance transparency for tenants of private sector social housing providers, such as YMCA Cheltenham. The consultation period for STAIRs ended in July 2024, and the scheme will be implemented in 2 stages:

• Chapter 1 – from 1 October 2026, private registered providers, including YMCA Cheltenham, must publish information publicly about their housing management and
• Chapter 2 – from 1 April 2027, they must respond to their residents’ information requests within 30 days.

More information can be found on this Government policy statement 

Much of the information that we are required to publish under STAIRs is already available on this website. To make it easier for you to find, we’ve organised the information using the STAIRs classifications above, including links to relevant pages on our website.

Organisational leadership information

Meet the Team – YMCA Cheltenham

Corporate structure and reporting lines 

Governance 

We are governed by a Board of Trustees, which sets our direction, monitors progress towards our goals, and ensures we meet the standards set by the Regulator for Social Housing.   

Our Board is supported by 2 key Committees:   

• Policy and Governance  – considers and provides guidance on matters of governance, policy development, and regulatory compliance.  It ensures the organisation operates within legal and regulatory requirements while promoting transparency, accountability, and effective decision-making.  

• Finance and  Risk – oversee financial and audit matters as well as risk management 

We are currently working towards complying with the National Housing Federation’s  Code of Conduct 2026 and their  Code of Governance  

Policy library and governance documents

YMCA Cheltenham Policy – Complaints.pdf 

YMCA Cheltenham Policy – Compliments.pdf 

Damp and Mould (to be agreed at board in Sept) 

YMCA Cheltenham Policy – Data Protection.pdf 

YMCA Cheltenham Policy – Domestic Abuse.pdf 

YMCA Cheltenham Policy – Equality Diversity and inclusion .pdf 

YMCA Cheltenham Policy – Fire Safety and Prevention.pdf 

YMCA Cheltenham Policy – Gas Safety.pdf 

Harassment and Hate Crime (to be agreed at board in Sept)  

YMCA Cheltenham Policy – Health and Safety.pdf 

YMCA Cheltenham Policy – Lettings Gateway.pdf 

YMCA Cheltenham Policy – Rent and service charge arrears management policy.pdf 

YMCA Cheltenham Policy – Repairs.pdf 

YMCA Cheltenham Policy – Tenure Management.pdf 

YMCA Cheltenham Policy – Safeguarding Children and Vulnerable Adults.pdf

At YMCA Cheltenham, we endeavour to provide the highest quality service to everyone we engage with. We recognise that occasionally things may not proceed as anticipated, and when this occurs, we are dedicated to making amends. Your feedback, whether it highlights areas for improvement or shares a positive experience, is invaluable in helping us develop and better serve our community. If you have any comments or concerns, please do not hesitate to reach out—we are here to listen. And if we have exceeded your expectations, we would be delighted to hear about it as well!

Complaints & Comments – YMCA Cheltenham

Audited Annual Accounts 

Click HERE to view

Our Annual Review contains the following information:

• Long-term asset strategies
• Strategic housing objectives
• Planned works schedules
• Significant investment projects
• Carbon reduction and energy strategies
• Stock transfer arrangements
• Historical and future transfers

Our Annual Review contains the following information:

Key service indicators

Compliance and safety KPIs

Fire, gas, electrical, building safety etc.

Repairs and maintenance outcomes

EPC and energy efficiency data

Find our latest news, events and announcements on our new pages HERE 

What is Social Value?

Social value is a way of measuring the broader benefits of our services, demonstrating
the long-term outcomes for people and communities (such as improved well-being,
reduced pressure on health services, and stronger families).

At YMCA Cheltenham, financial performance is only part of the story. Our actual value
lies in the impact we create for people, families, and communities.

In 2024/25, across just some of our Community Projects, which included the Contact
Centre, Family Space programmes, Feed Cheltenham and the Sports Centre alone,
generated more than £2.5 million in social value.

See our 2024/2025 Social Impact HERE

Welfare and tenancy support services

Our online Residents Zone includes our latest news, events and training opportunities, mental health support and listening services and information about what’s on in your local area. You can also find volunteering placements, work experience and ways to improve your employability skills.

Residents’ Zone – YMCA Cheltenham

How tenants access services

Our Accommodation and Housing Support

Building safety case information 

Allocation schemes and links

Our Accommodation and Housing Support