Social Tenant Access to Information Requirement Scheme (STAIRs)
What is STAIRs?
The Social Tenant Access to Information Requirements (STAIRs) are a set of regulations that set out what information housing providers, like PfP, must share with Customers. STAIRs cover information about our organisation, decisions, spending, performance and services. They do not provide access to personal information about individual Customers.
STAIRs are designed to make sure we are open, transparent, and easy to understand. This means publishing information on:
- how we make decisions
- how we spend money
- how we are performing
- how we manage your home and services
On this page, you’ll find links to all the information we publish to meet these requirements.
STAIRs Publication Scheme
Governance and decision making
Find out about PfP
Read about our companies and structure.
Meet the board
Meet the board and find out more about our committees in our annual report.
Governance
Read our Governance manual on our Publications page, to learn about our governance and decision-making processes.
Our annual report also provides information about our adoption of the UK Corporate Governance Code.
Involving our Customers
We are passionate about putting our Customers first, and involving them at every opportunity. Find out about how you can get involved.
Spending
Read our annual report and financial statements for details about our spending, grants and use of service charge income.
Our Rent and Service Charges page contains information including annual charge reviews, cost of living support and frequently asked questions.
Housing stock management
Our approach to how we look after homes and plan for the future is outlined in our Annual Report and in our Environmental, Social and Governance report.
Information about our approach stock transfers of occupied homes is available here.
Performance
We publish information on Tenant Satisfaction Measures (TSM), which were introduced by the Regulator of Social Housing and enable us to gather feedback from our Customers and drive positive change.
It includes performance information relating to overall satisfaction, repairs service, maintaining building safety, complaints handling, neighbourhood management and communication and respect.
We also publish an Annual Complaints Performance and Service Improvement Report detailing our compliance with the Housing Ombudsman’s Complaint Handling Code and how we performed in handling complaints for our Customers in England during the year.
The Housing Ombudsman also publishes decisions on cases they have investigated on their website. To view their decisions about us, enter Places for People Group Limited into the Landlord Name bar and click ‘Apply Filters’.
The Regulator of Social Housing also publishes a regulatory judgement in relation to our Governance, Financial Viability and how far we’re meeting their Consumer Standards.
You can read about our latest developments and projects, new ventures and partnerships, recent accolades and community activities on our News page.
Information on our credit ratings are available on our website.
Housing services
Read our Your home with us page for guides to help you understand your tenancy, moving in, moving out, home improvements and more.
You can also find helpful guides and tips on topics like financial support, energy advice, weather advice and more on our My Place blog.
Lists and registers
Home safety information is available on our Your home with us page.
You can also view information about our performance in relation to building safety and quality in our Environmental, Social and Governance report.
Social housing management
Policies which relate to the management of social housing can be found below:
Affordable housing rent and service charge policy
Customer behaviour and warning policy
Group safety and compliance policy
Single point of contact and advocacy policy
Social tenant access to information requirements (STAIRs) policy
If you would like to report an issue please find further information and contact details through our Help & Support page.
Something missing?
We want this page to be helpful and easy to use.
If you think there’s information we should include, can’t find what you’re looking for, or need information to be provided in an alternative format, please use the form below.
If you believe Places for People has not published information required under the Social Tenant Access to Information Requirements (STAIRS), or you are dissatisfied with information published on our website, you can ask us to review it.