Social Tenants Access to Information Requirements (STAIRs)
STAIRs makes it easier to access key information about your home and the services you receive.What is STAIRs?
The Social Tenants Access to Information Requirements, also known as STAIRs makes it easier for tenants to access key information about your home and the services you receive.
It provides more transparency for tenants and strengthens your ability to understand decisions and hold us to account.
Our policy on the STAIRs Publication Scheme can be found on our Policies page.
Publication scheme
A lot of the information required under STAIRs is already available on our website. To make things easier, we’ve organised the content using the STAIRs categories below, with links to the relevant pages on our site.
Governance and decision making
You can learn more about governance and decision making on the website, including:
About Us
Find out About us – who we are and what we do.
Our aims and objectives are in our Corporate Strategy 2024-27.
Senior staff and roles
Vital Statistics found on the Publications page introduces you to senior roles and responsibilities
Governance arrangements & decision-making processes
Our Board and Leadership team are responsible for guiding our organisation. Board sets the overall strategy while the Executive Team are responsible for day-to-day management.
Our Committees – Our Annual Report and Financial Statements found on our publication page provide information on our governance arrangements, roles of board committees and membership.
Standing Orders set out internal rules that guide the way Connect is set up and carries out its business activities.
Policies can found on our Policies page.
Resident Engagement
Information on how we engage with customers can be found on our Getting Involved page.
On the Publications page you can find how customers have influenced services through minutes from the Customer Voice Group meetings as well as quarterly Customer Voice Influence and Impact reports.
Spending
Information about spending, grants and use of service charge revenue can be found on the Publications page in the annual Financial Report, Value for Money Statement and Vital Statistics.
It is also on the Rent and Service Charge Increase 2026-27 page.
Tenants can view tenancy and rent information on their quarterly rent statements or by logging into the online tenant portal.
Contractors help us to deliver some services. When sourcing for contractors, we follow the Procurement Act 2023. Opportunities for contracts above the UK threshold are advertised on the Government Central Digital platform. To understand our approach to acquiring supplies, services and works from external providers you can read our Procurement Strategy. For information on spending above £10 000 please see our Partners and Suppliers page.
Housing stock management
We know how good quality and well-maintained homes can significantly impact upon the health, wellbeing and quality of life of our tenants. To understand our approach you can view the Asset Management Strategy.
Information is also provided on the Your Home section of the website:
The Climate Change and the Environment page of our website gives information on our approach while the Environment, Social and Governance Reporting found on the Publications page provides some additional information.
Vital Statistics on the Publications page provides information on spend on repairs, home types, rent levels, TSMs, complaints. Lettings.
Performance
Following a Regulatory inspection, we achieved C1, G1 and V2 in January 2026. More information can be found on the Regulator of Social Housing Website
The most recent Tenant Satisfaction Measures survey report can be found on the Publications page. It includes results on:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
You can read our latest news stories on the News page.
Visit the Customer Compliments and Complaints page for information on:
- How to make a complaint or compliment
- Latest self-assessment against the Complaint Handling Code
- Complaints Annual Report
The Housing Ombudsman publishes decisions it’s made on complaints it has investigated since 2020. Any decision relating to Connect Housing can be found here.
Housing management related information requests and reviews
We will publish the number of information related requests under STAIRs and data protection legislation annually after April 2027.
26 Information Rights Requests were received from tenants between 01 April 2024 and 31 March 2026 and all were responded to on time.
We handle your personal data with care but we don’t always get it right. We keep a record of where we have made mistakes.
16 personal data breaches related to housing management were reported and investigated between 01 April 2024 and 31 March 2026. Three were found not to breaches and the rest were minor and caused no material harm to data subjects. We implemented relevant learning to minimise the chances of repetition. No investigations took place by the Information Commissioner’s Office.
Health and safety performance
We have published a summary of Health and Safety performance for 2025/26. We will publish the review annually from 2025-26.
Housing services
Information on services we provide can be found on our website:
Your Home provides information on everything you need to help manage your home from paying rent to reporting a repair
Your Community includes information on neighbourhood management and climate change.
Find a Home helps with understanding housing options including shared ownership and right to acquire.
Support and Advice page outlines services we provide to help people enjoy independent lives including
Lists and registers
Performance on legally required checks on our properties can be found in Vital Statistics under compliance data on the Publications page.
Social Housing Management
You can read out policies relating to social housing management on our Policies page.
Can’t find what you’re looking for? If you have suggestions to help us improve this page, please contact the Business Assurance team about the information you’re looking for via:
- Phone: 0300 5000 600
- Webform or portal
Part 2: Information requests
From April 2027 tenants will also be able to request relevant housing management information. This may include details of policies, plans and activities on topics like:
- Anti-social behaviour
- Complaints handling
- Procedures, and performance
- Health and safety
- Rent rates
- Property conditions, repairs and improvements to property
- Service charges
- Stock profile
- Energy efficiency information
- Estate management