What we are Publishing

Governance within a Housing Association means making sure the organisation is run properly, treats people fairly, and uses money effectively to support its tenants and community.

• You can find out everything you want to know about Empower Housing by visiting About.
• Find out about our values, objectives and priorities in our Corporate Plan 2026/27.
• Read more about Empowers board of Directors – Our Board.
• The board operates openly and transparently and demonstrates accountability to key stakeholders including tenants and partner statutory bodies. A summary of Board decisions and approvals can be found here.
• You can see our organisational structure and meet our team here – Our Team.
• Information about our Governance arrangements and how our senior leadership is paid is provided within our Annual Reports & Financial Statements.

At Empower we recognise the importance of ensuring tenants voices are heard and that we are listening and acting on feedback to continually improve and shape the services we deliver.

There are different ways to get involved and provide your feedback, read more about it in our Tenant Engagement Strategy Your Voice Your Choice 2025-2027. We share how we have worked with tenants and how we have used feedback in our tenant Newsletters.

We aim to deliver the best services possible to all tenants, but sometimes things may go wrong and we don’t get it right, but we will do our best to find out why things have gone wrong, recognise and acknowledge this and learn from it. You can find out about our complaints process and policy here: Comments and Complaints.

We publish details about our spending and use of service charge income in our financial statements, as well as rent collection and rent rates. These can be found in our Annual Reports & Financial Statements which are updated annually. We do not receive grants.

Like most housing associations, we collect charges which cover the cost of additional services within your tenancy. These are called service charges and are fixed at the start of the year based on estimated costs.

You will be issued with a rent statement every year which will detail your charges and payments.

Empower recognises the need to achieve good value for money through it’s procurement processes rather than simply cost savings, with colleagues committed to effective procurement. You can read more about how we do this in our Procurement and Contracts Policy.

Our Corporate Plan –  Shaping our Future-helping tenants to live independently 2026-27  is supported by our action plan in respect of priorities and actions. The Corporate Plan sets out how we will provide specialised housing solutions that allow people to live independently enabling their ability to thrive. You can read our Corporate Plan here.

Our Services highlights all the services we offer and any relevant information relating to them.

Empower is committed to investing in and offering homes for life, of a high standard meeting tenants needs and expectations. The 3 Year Corporate Plan – Shaping Our Future sets out EHAs objectives and priorities ensuring safe, secure and sustainable homes for those we house and you can read more about how our Asset Management Strategy – Investing in our Future 2024-27 supports that plan.

Our Asset Management Strategy also details Empowers stock profile including home types.

Our Annual Report and Financial Statements details:

• Asset transfers completed in the last 12 months or due in the next 12 months.
• Property conditions and types of improvements undertaken.
• Stock condition data and survey programme.
• Rent levels and lettings.
• Compliance performance.

We are committed to being transparent and accountable, and to demonstrating continuous improvement in our services. To support this, we measure, monitor, and publish our performance data which includes:

• Annual Reports and Financial Statements.
• Tenant Satisfaction Measures (TSM) were introduced by the Regulator of Social Housing in 2024 as a system for assessing how well all social housing landlords in England are doing providing good quality homes and services, and which Empower must publish every 2 years. You can see how we are doing here Tenant Satisfaction Measures which include:
  • Overall satisfaction.
  • Keeping properties in good repair.
  • Maintaining building safety.
  • Respectful and helpful engagement.
  • Effective handling of complaints.
  • Responsible neighbourhood management.
• Complaint Performance, which includes the following complaints performance information for the last 2 years:
  • Complaints: Annual Performance and Service Improvement Report.
  • Housing Ombudsman Self-Assessment.
• Media releases – any media releases are published here.
• We also provide updates on our performance in tenants newsletters which are circulated to tenants and published twice a year.
• Inspections outcomes: The Housing Ombudsman publish decisions on any cases investigated on their website.  Empower have had no complaints referred to the Housing Ombudsman.
• We retain a log of any data breaches which may have been reported, this is when we may have shared personal information in error which could include sending an email to the wrong person.
• Our Annual Report and Financial Statements details:
  • Number and type of data breaches recorded.
  • Number of evictions if any.
  • Any compensation redress made by Empower.
  • Performance in respect of Awaabs Law.
  • The number of tenant decants to temporary accommodation.
• From 1^st April 2027 tenants will have the right to request information from their landlords & expect a response with a specific timescale. From 1^st April 2027 we will publish a log of requests for information made. We will update this section in due course.        

• The Service Standards describes what you can expect from all our core services.
• We offer housing related support across a range of our services.

Information held in legally required registers provides detailed safety information for building safety compliance requirements and our compliance is detailed in our Annual Report and Financial Statements.

Empower supports tenants with requests for adaptations and applications for Disabled Facility Grants as they are requested.

All policies relating to the management of your home and the services we provide can be found here Policies and Procedures.