Information we publish

Sustain (UK) Ltd is a not-for-profit company (number 07084201) and a registered provider of social housing, regulated by the Regulator of Social Housing (registration number 4687).

Our Board of Directors is responsible for how Sustain is run. It is made up of eight independent Non-Executive Directors, chaired by Surjit Khaira. Their names and backgrounds are on our About us page.

The Board meets four times a year. It has three committees, which also each meet four times a year:

• Audit and Risk Committee – oversees our finances, internal controls, audit and how we manage risk.
• Remuneration Committee – oversees pay and terms for senior staff.
• Tenant Engagement and Empowerment Committee – makes sure tenants’ views inform the Board’s decisions, and reviews property safety, tenant wellbeing and support standards.

The Board sets Sustain’s strategy, approves our policies and budget, and checks how we are performing. It delegates day-to-day running to the Chief Executive, who is supported by the Deputy Chief Executive and the managers.

We do not prioritise one complaint over another. All complaints are handled in the same way and to the same timescales.

If a complaint shows a risk to someone’s safety, such as a safeguarding concern or a hazard in the home, we deal with the risk straight away through our safeguarding and property safety processes. The complaint carries on alongside this.

Our Tenant Engagement Strategy and how we run our tenant satisfaction survey are on our Our performance page.

Our latest and previous accounts are in the Annual Accounts section of our Our performance page.

Sustain has received no grant funding since incorporation. Grant programmes such as Homes England’s Social and Affordable Homes Programme fund the building, acquisition or regeneration of homes by their owners. Sustain does not own or develop homes and, as an exempt accommodation provider, has not required grant funding.

Service charges pay for the services and facilities each home needs to provide safe, adequate, furnished supported accommodation. Rent covers the building itself. The charges are set per bed space per week and cover several areas.

• Property-related and intensive housing management.
• Buildings insurance.
• Responsive repairs and decorating of the building and communal areas.
• Furniture, fixtures and fittings that the landlord owns, such as beds, wardrobes, kitchen appliances, crockery and soft furnishings.
• Laundry equipment so residents can do their own washing.
• Fire detection and fire-fighting equipment, plus its servicing.
• Health and safety compliance checks.
• Refuse disposal and pest control.
• Gardening and grounds maintenance.
• Window cleaning.
• Cleaning of communal areas, including materials.
• Gas, electricity and water used in communal areas.

We do not own the homes we manage. Our home providers own them, maintain them and plan any work, so we do not hold plans for them. If you want to know about plans for your home, ask us and we will ask your home provider.

Your home provider carries out maintenance and repairs. We check homes through our inspections.

You can find out more about how to report a repair and how we manage damp, mould and other hazards here.

We do not hold net zero plans, as we do not own the homes.

We have not transferred any homes.

Our Complaint Handling Code self-assessment and our board’s response to our complaints performance are in the Complaints section of our Our performance page.

Our latest and previous results are in the Tenant Satisfaction section of our Our performance page.

Our annual complaints performance report is in the Complaints section of our Our performance page.

We will publish these once requests start on 1 April 2027.

Our gas, fire, asbestos and water safety results are in our tenant satisfaction results, in the Tenant Satisfaction section of our Our performance page.

Repairs are carried out by our home providers. Our tenant satisfaction results show the proportion of emergency and non-emergency repairs completed on time, and how satisfied tenants are with repairs. They are in the Tenant Satisfaction section of our Our performance page.

Information to follow.

We keep safety records for every home, including gas safety, fire risk assessments, electrical safety, asbestos and water safety. A summary of how many homes had a valid check in place is on our Our performance page. We do not publish records for individual homes, to protect the safety and privacy of our tenants. You can ask us for the safety records for your own home.

We do not publish a list of our home providers or which homes they manage, to protect the safety and privacy of tenants living in supported housing. You can ask for details of your own home provider at any time.