Resident Information Hub

Here you will find everything you need as a resident of one of Walton Charity’s properties. This includes our policies and the latest news updates.

If you have any questions, please email housing@waltoncharity.org.uk

Latest News

Tenant Satisfaction Measures

Many of Walton Charity’s properties are regulated by the Regulator of Social Housing. The Regulator has drawn up a set of 22 tenant satisfaction measures (or ‘TSMs’) for us to use, which we have to collect and publish at least every two years. Although the TSMs refer to ‘tenants’, as an almshouse, residents are beneficiaries of Walton Charity not tenants.

Every social landlord, regardless of how many properties they own, have to answer the same questions, so we can compare our performance over time and with others. Some of the TSMs we can answer from information we already have available, and others are taken from the resident survey you completed. This year, we added some additional questions so that we could gather more detailed information about topics that are relevant to you.

The resident survey was carried out in winter 2025/26, with the deadline being the 30 January 2026. The survey was sent to all residents of Fenner House and Mayfield, with 66 responses received.

The presentation given to residents at the annual residents meeting on the 9 February 2026 can be found here: Mayfield, Fenner.

Complaints

The services provided by Walton Charity are wide-ranging, beyond just housing, and are subject to different regulators and other bodies. As well as being a registered charity, we are also regulated by the Regulator of Social Housing and the Fundraising Regulator, as well as being part of the Trussell Trust for the foodbank.

As a social landlord, Walton Charity are required to be a member of the Housing Ombudsman Service. We are expected to have a complaints policy and procedure which is in line with good practice recommended by the Housing Ombudsman, including their Complaint Handling Code. We have recently provided an annual complaints performance report to the Board of Trustees, and have completed an annual self-assessment against the Ombudsman’s Code. These are included here for your information.

Annual Complaints Report 2023-24 Annual Complaints Report 2024-25

Complaint Handling Code 2023/24 Complaint Handling Code 2024-25 self-assessment

Spring at Fenner House. Credit: Gerald, resident.

Our policies

Important documents

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