What is the Social Tenants Access to information Requirements Scheme (STAIRs)?
Have you ever wanted to search for information about us, understand performance data or find out how well our repairs service is doing? You can do this now through STAIRs.
STAIRs stands for Social Tenants Access to Information Requirement scheme. It is a new standard introduced to enhance transparency for customers of social housing providers, such as LHP. They are a way for our customers to have access to information about how their homes and services are managed. This has been introduced by the Government and Regulator of Social Housing in 2026. This allows you to access information related to the management of your home. This includes information on repairs, health and safety issues and our performance.
The implementation of STAIRS is being rolled out in phases following consultations held in 2024.
The STAIRs Publication Scheme
In our publication scheme, we clearly list the types of information we hold about our services, regulatory review and publish this information to ensure this information is easy for our customers to access. You can access information about governance structures, decision making, how we spend money from rents and grants, and our performance.
Governance and Decision Making
- About us
- Governance Structure
- Board and Committee details
- Board member biographies
- Board member declarations of interest
- Governance arrangement – Board composition
- Governance arrangement – Constitution
- Executive Leadership Team details
- Names and roles of Heads of Service
- Corporate Strategy and Business Plans
Spending
- Annual financial statements
- Value for money statements
- Details of grants received and how they are used
- Service charge information
- Tender opportunities
Housing Stock Management
Performance Information
- Key performance indicators (KPIs)
- Results of tenant satisfaction surveys
- Tenant satisfaction measures Acuity
- Complaints handling performance
- Outcomes of inspections (e.g from the Regulator of Social Housing or Housing Ombudsman)
Housing Services
Social Housing Management (Policies)
- Aids and Adaptations Policy
- Anti-Money Laundering Policy
- Anti-Social Behaviour Policy
- Asset Appraisal Policy
- Board and Committee Member Remuneration and Expenses Policy
- Code of Conduct (Board Members) and Code of Conduct (Employees)
- Compensation Policy
- Damp & Mould Policy
- Data Protection Policy
- Domestic Abuse Policy
- Equality and Diversity Policy
- Financial Inclusion Policy
- Income Management Policy
- Landlords Building Safety Compliance Policy
- Leasehold Management Policy
- Lettings Policy
- Limited Contact Policy
- Member Conduct, Performance and Grievance Policy
- Mobility Scooter Policy
- Modern Slavery & Human Trafficking Statement
- Mutual Exchange, Assignment & Subletting Policy
- No Access Policy
- Non-Executive Director Talent Management Policy
- Reasonable Adjustments Policy
- Rent Policy
- Repairs & Maintenance Policy
- Raising Concerns Policy
- Safeguarding Policy
- Service Charge Policy
- Shareholding Membership Policy
- Tenancy Policy
- Value for Money Statement
You can request a physical copy, large print, or accessible version of any policy by contacting our Customer Service Centre.
Information Requests
Under STAIRs you will also be able to request certain information from us, such as:
- Rent rates and Service charges
- Complaints handling
- Anti-social behaviour
- Procedures, performance
- Health and Safety
- Property conditions, repairs and improvements to property
- Stock profile
- Energy efficiency information
- Estate management
If you would like to make a request under STAIRs, we’ll soon be launching an enquiry form to allow you to submit your request. We are committed to being transparent, so our form will direct you through information already available online, before submitting your request.