Publication scheme
Our commitment to transparency
We are committed to being open, accountable and transparent about how we operate, how decisions are made, how we spend money and how we perform.
This publication scheme explains:
what information we routinely publish
where that information can be found
how to request information that is not already published
how to get help accessing information
We regularly review the information available through this scheme to ensure it remains accurate, relevant and up to date.
Scope of this publication scheme
mhs homes Group comprises a number of organisations, including Heart of Medway Housing Association.
Where information is published under this publication scheme, it may relate to either the wider mhs homes Group or a specific group entity.
Heart of Medway Housing Association is a Registered Provider within the group. Regulatory information, Consumer Standards reporting, Regulatory Judgements and other Registered Provider disclosures published through this scheme relate to Heart of Medway Housing Association.
Information available
Information about how we manage our finances and resources
Financials and publications. This include our annual report, strategic plan, our gender and ethnicity pay gap report, customer annual reports and Director’s remunerations and management costs and our financial statements
Shared owners rents and charges
Procurement and tendering
Procurement, contract information and Modern slavery statement and suppliers’ information.
Information about our homes and our plans for building and maintaining our homes
Information about how well we are performing and how services are improving.
mhs homes annual performance report
mhs homes monthly performance report
Heart of Medway annual performance report
Heart of Medway monthly performance report
Tenant Satisfaction Measures (TSMs) for mhs homes
Information held in registers required by law and relating to the management of social housing.
Safety and compliance
(All of these areas are covered within our performance reports. See our Performance section for more information.)
Find a hight rise residential building
Regulatory judgements and enforcement notices
Find high value contracts in the public sector
Data protection complaints - data sets | ICO
Regulatory information
Mhs homes is the parent company of of the mhs homes group. It is a registered charity (reg number) and registered company (reg number).
Heart of Medway Housing Association Limited is a subsidiary of mhs homes and a non-profit Registered Provider of Social Housing. The organisation is constituted as a Community Benefit Society, registered with the Financial Conduct Authority (FCA) under registration number 31076R, and regulated by the Regulator of Social Housing (RSH) under registration number 4634. Heart of Medway supports the delivery of affordable housing and wider community benefit across the areas it serves.
Following an inspection completed in July 2025, the RSH published its first Regulatory Judgement for Heart of Medway Housing Association, confirming the highest gradings for consumer standards of C1, governance of G1 and financial viability of V1. A copy of the report can be found here: HoM regulatory judgement.
Policies and strategies that affect customers, homes and services
This section includes policies covering:
Damp, Mould and Condensation Policy
Disrepair and EPA Claims Policy
Domestic Abuse Policy (Customer)
Equality, Diversity and Inclusion policy
Individual Needs and Reasonable Adjustments Policy
Managing Unreasonable Complainant Behaviour
Managing Unreasonable Customer Behaviour Policy
Remedies and compensation policy
Social Tenants Access to Information Requirements (STAIR) Policy
Policy review dates
We publish review dates for our policies to show the earliest date we plan to review them. These dates are not deadlines by which a review must be completed. If a review date has passed, the policy remains current and in effect until a new version is published. We will update the website with the new version of the policy once any changes are agreed.
Information about the services available to customers
Housing services
Information for:
Affordable and social rent homes
Advice and support
Information on:
Shared owners and leaseholders
Want to get involved?
We are committed to listening to our customers and involving them in shaping the services we provide. Whether you would like to share feedback, take part in consultations, join a customer panel or help influence decisions that affect our communities, there are a range of opportunities to get involved. Find out how you can have your say and make a difference by visiting our Get Involved page.
Service standards
Our service standards tell you what you can expect from us. We've developed these standards in consultation with our customers so we can be sure that we’re concentrating on what matters most to you. To help us provide the best service we've added some things we ask you to do.
Review frequency
This publication scheme is managed via the Data Protection and Communications teams and reviewed at least twice year.
Future STAIRs requests
The Social Tenant Access to Information Requirements (STAIRs) introduces a right for tenants of Registered Providers to request information from their landlord from 1 April 2027. As Heart of Medway Housing Association is a Registered Provider, these rights apply to eligible Heart of Medway customers and their authorised representatives. Information on how to make a request will be published in our Social Tenant Access to Information Policy before the scheme comes into effect.
Social Tenant Access to Information Requirements (STAIRs) | Housing Ombudsman
Accessibility
We are committed to making our information accessible.
Information can be provided in alternative formats including large print, accessible PDF, audio or other formats on request.
Email: [email protected]
Post: The Data Protection team, mhs homes, Broadside, Leviathan Way, Chatham, Kent, ME4 4LL