STAIRs: Social Tenants Access to Information Requirement Scheme
- Your neighbourhood plan
- Contents insurance RSA
- Shared ownership
- Mutual exchanges
- Right to manage
- Damp, Mould, Condensation
- Listening to Tenants
- Decent Homes Standard
- Hate Crime
- Domestic Abuse
- STAIRs: Social Tenants Access to Information Requirement Scheme
- Achievements and Outcomes
- Complaints and Compliments
- Tenant Voice and Engagement
Social Tenant Access to Information Requirements (STAIRs)
New government regulations, known as the Social Tenant Access to Information Requirements (STAIRs), give tenants of private registered providers like Arches Housing the right to access information about the management of their home and the services they receive.
The delivery of STAIRs is split into two chapters:
1. Chapter 1: Publication Scheme - October 2026
Landlords must publish key information by this date.
2. Chapter 2: Information Requests - April 2027
Tenants can make formal information requests by this date.
You can find out about our organisation structure, governance and decision making on the About Us section of our website:
- About Arches Housing
- Our Executive Team
- Our Board
- Our organisation structure
- How we are governed
- Our decision making processes and policies are outlined on our policies page
- Our complaints process outlines how we deal with complaints, including prioritisation
- Our Tenant Voice Strategy outlines how we listen to feedback from our customers
We publish our annual accounts on our website every year, which include details of our spending.
We publish our annual report on our website every year, this includes a breakdown of how your rent and service charge is spent.
To view your rent account balance and rent statement, customers can use our Customer Portal
Our Corporate Plan and supporting strategies set out our strategy for 2026 to 2031. The plan focusses on:
- Safe, secure and warm homes
- Reliable, high-quality services
- Stronger communities
These strategies can be found on our strategies page
Our Tenant Hub contains helpful information and guides for our customers on matters relating to their tenancy, such as repairs, support and wellbeing, and money matters.
We haven't had any stock transfers in the last five years, we will share information on any future transfers on our website.
We regularly publish updates on our performance in the 'How Are We Doing' section of our website.
Tenant Satisfaction Measures (TSMs) are published here and include:
- Property Repairs and Maintenance
- Maintaining Building Safety
- Complaints Handling
- Respectful and Helpful Engagement
- Responsible Neighbourhood Management
We also publish a customer facing report which details our TSM Results.
We have a suite of Key Performance Indicators titled 'Customer Outcomes Dashboard' which is updated quarterly, this suite of KPIs measures how we deliver outcomes to customers in services such as repairs, income collection, lettings, planned maintenance, complaints, evictions, ASB handling, customer service.
When we begin to receive STAIRs requests, we will publish information request data and responses on our website and link within this section.
The Housing Ombudsman publish decision on any cases investigated on their website - you can view any decisions about cases relating to Arches Housing by entering 'Arches Housing' into the landlord name filter.
Our latest regulatory judgement from the Regulator of Social Housing (RSH) can be found here.
Our 'About Us' page details all of our core services.
Our Tenant Hub contains helpful information and guides for our customers on matters relating to their tenancy, such as repairs, support and wellbeing, and money matters.
We do not have our own application list, we use the local council's choice based lettings systems. For more information see our 'Applying for an Arches Home' page which outlines the details for each local authority in which we have properties.
Our estate walkabout schedule can be found here.
Our decision making policies as well as policies and procedures relating to the management of social housing are shared on our website in the policies section.
Any strategies that support the management of our homes are available in the strategies section of our website.
What information can I request?
From April 2027, tenants will be able to request information on things such as:
- ASB
- Complaint handling
- Performance
- Policies and procedures
- Rent rates
- Repairs and maintenance
- Service charges
- Stock profile
- Energy efficiency information
- Estate management
We will be required to respond to these information requests in line with STAIRs guidance within 30 days of your request.
