You can find out all about Lyng Community Association, our mission and values here. Details of the names and roles of staff and board members can be found on their respective website pages.

Click here to view our organisational structure. We are in the process of adopting the National Housing Federation’s Code of Conduct to inform our governance arrangements. The NHF Code of Conduct outlines the standards expected of people who work for, or govern social housing associations. It was created to protect residents, as well as individual housing associations and social housing as a whole. The full NHF Code of Conduct (July 2026) can be viewed here. All decision making processes and policies can be explored here. We deal with complaints based on the process outlined in our complaints policy. Upon receipt of complaints, each are dealt with individually and on merit.

All details regarding tenant consultations and the methodology used is available within our Tenant Participation Policy. This policy is currently undergoing review from the board, but once complete, will be found on our policies page.   Tenant meeting minutes and agendas can be found on the Tenants Meetings page of our website.

Financial statements, which outline the annual spending, grants allowances and service charge usage, can be found within our Annual Reports uploaded to Companies House; see here. Lyng also publishes an Annual Report that is delivered to all tenants and can be accessed on our website. This version aims to present the findings of the Annual Report in a more accessible and accommodating manner.

Lyng Community Association provides tenants with quarterly rent statements around the last week of August, October, January and April. Between these periods tenants can request an up-to-date statement which will include the cost of service charges by calling 0121 525 5969, emailing info@lyng.com or popping in to the office at 3 Frank Fisher Way during opening hours.

Our Business Plan comprises our three-year strategies, goals and targets. The Action Plan is reviewed and updated annually by our board providing progress updates on each target. Our Business Action Plans can be viewed here.

Our maintenance programme is split into Responsive Repairs, and Planned and Cyclical Maintenance. Responsive Repairs are defined as unpredictable, minor in nature, and often completed upon first visit. Planned and Cyclical Maintenance covers the general upkeep of properties, major component replacements, mandatory servicing along with a range of other criteria which is detailed within the policy. More information on our repairs programme can be found on our repairs webpage.

Lyng Community Association aims to facilitate the move to zero carbon by 2050 in line with a target set in UK law. Housing associations face unique challenges with this process, navigating cutting carbon emissions and tackling climate change alongside major programmes of safety remediation and the development of new properties. Current concerns lie with funding, managing tenant expectations, and maintenance of components installed as a result of decarbonisation changes. There are no easy answers, particularly for small housing associations, such as LCA. We aim to continue to discuss and outline provisional plans for progressing towards net zero, whilst acknowledging and accommodating for changes that are inevitable in such a rapidly developing field.

Lyng Community Association has had no previous stock transfers. We are continually exploring options for the transference of stock and entering into management agreements. All updates on stock transfers will be published in the annual Business Action Plan.

Lyng Community Association is classed as a small provider by the Regulator of Social Housing, due to our owning of fewer than 1,000 units. As a result of our classification, we are not subject to the same routine inspections as large providers. We are not subject to the following regulatory measures;

• Inspection Outcomes
• Ratings
• Performance Reviews
• Evaluation Reports

The Regulator of Social Housing requires all registered providers to generate and report on Tenant Satisfaction Measures with the intention of creating standards of transparency, influence and accountability. There are specific metrics to be collected during perception surveys. These are:

• Overall Satisfaction
• Satisfaction with Repairs
• Satisfaction with time taken to complete most recent repair
• Satisfaction that the home is well maintained
• Satisfaction that the home is safe
• Satisfaction that the landlord listens to tenant views and acts upon them
• Satisfaction that the landlord keeps tenants informed about things that matter to them
• Agreement that the landlord treats tenants fairly and with respect
• Satisfaction with the landlord's approach to handling complaints
• Satisfaction that the landlord keeps communal areas clean and well maintained
• Satisfaction that the landlord makes a positive contribution to neighbourhoods
• Satisfaction with the landlord's approach to handling anti-social behaviour

More information on the details of TSM can be found in the Tenant Satisfaction Measures - Tenant survey requirements standard. Small providers must conduct tenant surveys at least once every two years. Our previous survey was conducted in 2025, so our next one will take place no later than 2027. The results of recent tenant satisfaction measures can be viewed here.

Lyng Community Association produces three newsletters and an annual report each year which are hand delivered to residents of the estate. This newsletter outlines recent happenings on the Lyng, along with useful reminders and tips for maintaining your home. All of our newsletters can be accessed through our Lyng Line webpage. Small updates can often be found on our home page, or are posted to our Facebook account. Click here to follow our page or search LCA – Lyng Community Association.

Lyng Community Association uploads annual complaints handling reports, detailing the complaints received during the year, outcomes of the complaints, and compares Lyng performance to small provider bench marking metrics. The report for 2025-26 can be viewed here. For more information on complaints, please see our complaints page.

Implemented in October 2026, registered providers must make certain information proactively or routinely available where applicable. The classification of information that should be made available is listed below. See the Social Tenant Access to Information Requirements: policy statement for details of what these classifications include.

• Governance and Decision Making
• Spending
• Housing Stock Management
• Performance
• Housing Services
• Lists and Registers
• Social Housing Management

As this scheme has been so recently implemented, we have not received any information requests as of yet. Any future requests made, and responses given, will be reported.

Lyng Community Association are measured and report on the following:

• Decent Homes Standard
• Energy Performance Certificate system- electrical circuits and fittings will be tested every five years.
• Gas Certificates- your gas boiler will be serviced and safety tested annually. At the same time the smoke detectors and carbon monoxide alarms will be tested.
• Fire Safety Checks are conducted in our block of flats.
  • Fire alarm tests are carried out weekly. Block inspections are also conducted weekly to check for any unreported damage to communal areas.
  • A fire alarm engineer carries out tests and maintenance checks every three months.
  • A fire alarm engineer carries out emergency lighting system checks every six months.
  • A fire risk assessment is completed every year.

LCA do not have any lifts, water tanks or asbestos in any of its buildings. Details of our health and safety performances are summarised in our Annual Report publications.

Details of how Lyng Community Association deals with and classifies repairs can be found on our Repairs webpage. LCA also conduct phone surveys to gain tenant feedback on the repairs process. These surveys have been conducted for both responsive repairs, and following planned maintenance programmes.

Lyng Community Association have had no evictions in recent years.

You can find out more about Lyng Community Association in the About Us section of our website. As social landlords, our responsibilities are to:

• Provide high quality homes.
• Set your rent in reference to the Homes and Communities Agency (HCA) formula.
• Offer a comprehensive repairs service.
• Manage the estate maintenance, including the exterior of homes and communal areas, such as car parks.
• Deliver first-rate and forthcoming customer service.

At Lyng Community Association, we are committed to the provision of excellent customer service to all Lyng tenants and service users. Our Service Standards are outlined in more detail here.

All advice for tenants can be found in the tenants’ area of the website. For further enquiries or specific questions, please don’t hesitate to call 0121 525 5969, email info@lyng.com or come into the office at 3 Frank Fisher Way during opening hours.

As private registered providers of social housing, Lyng Community Association have a responsibility to meet the standards outlined in the Government’s Decent Homes Guidance (2006), take reasonable steps to ensure a high quality of health and safety is maintained for tenants in their homes and communal areas, provide an effective and efficient repairs service, and assist tenants in seeking and implementing appropriate adaptive services.

• Gas Safety
  • The Association has a responsibility to conduct annual Gas services in each property as per the Gas Safety (Installation and Use) Regulations 1998. This service involves ensuring gas appliances are operating safely and identifying any potential problems, reducing the risk of a later breakdown. Carbon Monoxide alarms are installed in all properties as an additional safety measure. All void properties have a gas safety check conducted between tenancies, and a gas safety certificate is supplied at the start of the tenancy. More information on the Association’s gas servicing policy can be found here.
  • If you have trouble with your boiler between gas services, you will need to raise a repair with the Association. This can be done by calling 0121 525 5969, emailing us at info@lyng.org, popping into the office, or reporting any issues via letter.
  • To report emergency or urgent repairs outside of 10am – 4pm (office hours), please call our out of hours line on 0300 333 6540. Your call will be taken by specialist staff trained in repair diagnosis who will advise on your issue and, where appropriate, send a contractor to make the situation safe. For more details on our out of hours team, see our responsive repairs policy.
  • If you smell gas or suspect a gas leak, call the National Gas Emergency Service immediately on 0800 111 999. Whilst awaiting a response do not use any electrical appliances, switches or mobile phones, do not smoke or light matches and open doors and windows to circulate fresh air. If you suspect a carbon monoxide escape, call the emergency services at 999.

 

• Electrical Inspections
  • All electrical inspections within properties are completed by a qualified contractor at least every 5 years. Following this inspection, tenants receive a copy of their Electrical Installation Condition Report (EICR) which will provide the results of the inspection and list the date for the next inspection.

 

• Fire Safety
  • The Association will ensure that buildings, fire safety equipment and systems are serviced and maintained to recognised standards. This will include annual testing of smoke alarms during your gas service and every five years during your electrical inspection.
  • If you notice any issues with fire safety equipment, please contact us on 0121 525 5969 immediately.
  • Fire safety is considered throughout building development; during the design stage, documented evidence during handover, and when working on existing properties.
  • Formal Fire Risk Assessments are undertaken for all Association properties with common areas producing both a risk rating and a mitigation plan of recommendations to ensure each property is able to achieve the lowest practical risk rating.
  • In communal areas, the Association employs a ‘zero tolerance’ approach to ensuring emergency exit routes are kept clear and free of hazards at all times. The fire alarms are tested weekly in each block, along with inspections of the communal lights. Details of this procedure, and evacuation procedures can be found on the bulletin boards on the ground floor of each communal block.

 

• Water Safety
  • Water supplied on the Lyng estate is mains-fed, therefore the management and assessment of water system and scalding risks, temperature maintenance, and stagnant water fall to the supplier. Any issues with water supply, discolouration or quality should be reported to South Staffs Water. You can also monitor their website for any planned maintenance or ongoing issues in the local area to be aware of.
  • Lyng Community Association are responsible for the loss of hot water relating to heating systems break downs, water leaks and certain circumstances of severe drain blockages. Please report these issues using our responsive repairs procedure.

 

• Lifts
  • No LCA properties contain any lifts or lifting equipment.

 

• Asbestos
  • Since all LCA properties were built after 2000 no Asbestos Containing Materials (ACMs) were used in the construction process.

 

Lyng Community Association’s performance in each of these safety measures are reported within the Annual Report, which is published on the website and delivered to tenants in autumn of each year.

• Planned Maintenance
  • As well as responsive repairs, Lyng Community Association has a responsibility to meet planned maintenance schedules which involve the upgrade and/or replacement of housing components. These upgrades are scheduled based on the component lifecycle;
    

    Component	Life Cycle
    Boiler	15
    Kitchen	20
    Bathroom	25
    Sheds – Life cycle dependent on shed condition.	15
    Fencing	25
    External Decorations	5
    Internal Decorations in Communal Areas	10
    Windows/ Doors	30
    Radiators	30
    Solar Systems	25
    Inverters for Solar	10
    Rewires	30

     

• Monthly Estate Inspections
  • Weekly inspections are conducted of communal blocks to check all fire alarm systems and to identify any issues with lighting or communal repairs.
  • As well as communal checks, monthly estate inspections are completed to assess external lighting (on car parks; street lighting is managed by the council), any landscaping issues and health and safety issues.

 

• Communal Maintenance
  • Lyng Community Association takes pride in the upkeep of the estate. We engage various contractors in their services to ensure the estate is maintained to the highest standard.
  • Communal Block Cleanings
    • Each communal block is cleaned every two weeks. This includes vacuuming, removing cobwebs, and cleaning ledges, landings, walls and panels. Communal entrance doors are cleaned inside and outside, and light fittings are cleaned.

    Window Cleanings

    • External window cleaning of blocks takes place every three months.

    Landscaping

    • Lyng’s landscaping programme is seasonally dependent;
      • Between April and October there are two visits per month.
      • Between November and March there is one visit per month.
    • These visits include;
      • Cutting the grass (with an even finish), trimming edges as required, keeping walkways and parking areas clear of grass cuttings. The dealings of lawn and grassed areas will operate around adverse weather conditions.
      • Trimming and maintaining shrubbery as not to impose on grass areas, footpaths, windows, doorways, signs or light fittings. A neat finish is achieved in line with horticultural practises.
      • Planted areas are maintained and herbaceous plants cut back annually.
      • Weeds are removed and controlled (using chemicals or mulching as appropriate).
      • Hedges and boundary planting are cut depending on growth, and overhang on grassed areas, footpaths or hard surfaces is removed. Hedges/boundary planting should also not obstruct windows, doorways, signs or light fittings.
      • Treating hard surfaces for moss where required.

    Litter

    • Lyng Community Association employs a litter picker to work three days a week to collect and dispose of litter left on the estate.

 

Other key information relating to the management of social housing can be found in the various sections above or, if not available, can be requested by submitting a STAIRs information request.

Please click here to be redirected to our policies page.