Have you ever wanted to search for information about your landlord or make a request for specific performance data or information? You can now do this through a new publication scheme.
What is the new publication scheme?
The Social Tenants Access to Information Requirement scheme (STAIRs) is a new standard introduced by the Government to enhance transparency for tenants of social housing providers, such as Housing 21. The consultation period ended in July 2024, and the government is currently finalising legislation.
The exact date for when STAIRs will come into law is October 2026 for the first stage and April 2027 for the second stage. We will continue to update our website with latest information as it becomes available.
Social Tenants Access to Information Requirement scheme (STAIRs)
A new Publication Scheme
Much of the information that we are required to publish is already available on the Housing 21 website. For ease, we’ve organised the information using the classifications, including links to relevant pages on our website.
Our Mission
Read more about us: Our Mission statement, vision and values, corporate objectives
Our Leadership Team and Board members
Our policies and processes
Read a full list of Policies in our Policy Hub
Prioritising Complaints
- How to make a complaint
- The Complaints Timeline/ Process
- Resolving Complaints
- Complaints Policy
We also publish regular complaints reports.
Read our latest complaints reports
Resident Engagement and Influence
We’re committed to resident engagement and working collaboratively with residents to improve and develop services. We have range of Resident Engagement Group and Forums. These are used in a variety of ways, for example to gain feedback on our services, policies, and future direction. They also provide an opportunity to raise issues which residents feel we should be addressing.
Our Existing Resident Groups include:
The majority of our resident engagement groups meet via MS Teams as this allows them to join from the comfort of their own home. We recognise that some residents will need support with digital connectivity. We can offer full support so all residents have the opportunity to participate.
You can view the most up-to-date calendar for future meetings here
Resident Choice and Consensus
There are a number of alternative ways that residents are involved in making local decisions. Find out more.
Resident Newsletters
Our spending
Our annual financial report explains where we have been investing and spending money as well as our current financial position.
Financial support and grants
Find out more about how we offer financial support.
Rent and Service Charges
Procurement and contractors
Contractors help us to deliver excellent, quality services to our residents.
Each year, we spend over £100 million on a wide range of goods, works and services to ensure contractor awards deliver the best possible experience for our residents.
Trading Updates
Read the latest trading update from March 2026.
Information for Investors
Find everything you need as an investor of Housing 21.
Investing in our people
Investment in wellbeing and development has helped Housing 21 achieve two Investors in People accreditations and position itself as a top-performing employer. Find out more.
Investing in your home
- Residents can speak with local managers to request copies of the scheme stock investment plan. This explains investment work which is due to be carried out at the scheme in the next 12months.
Stock Investment Policy
We are committed to sustainability
Understanding energy efficiency
- You can find the energy certificate for your scheme - Find an energy certificate - GOV.UK
Monitoring Resident Satisfaction
The most recent Tenant Satisfaction Measures survey reported our resident satisfaction as follows:
- 91 percent of residents are satisfied with Housing 21
Our performance
Read our latest regulatory report
Find out our latest Care Quality Commission (CQC) inspection reports.
Every quarter we produce a report to show how we have performed against our targets. You can read these reports here.
Find out how we are performing in our latest Quarterly Performance Reports
Responding to complaints
Responding to complaints at Housing 21
Housing 21 in the news
Requesting information
Find our more about how you can request information from Housing 21
Find out more about the services we offer in our Resident Handbook.
Find a full list of guides which explain different services and the support available.
Policies and strategies relating to the management housing
What information is not included?
For several reasons there are times when requested information is not eligible for us to share with you. Find out more about the types of information that is not included.
There is a right of access to that information under any statutory provision, this includes information rights request (right to rectification, right to erasure, right of access) which are covered under the provisions of the UK GDPR and Data Protection Act 2018 (DPA) and should be referred to the Data Protection Officer (DPO).
Requests for information can only be made by residents or their representatives, this excludes journalists and members of the public.
Confidential business information, commercially sensitive material or third party information provided in confidence.
Such as the development pipeline or information unrelated to the social housing function or still subject to board approval.
- Service charges or other information relating to market-rent homes,
- Commercial lease management
- Leasehold properties
- Shared ownership arrangements with the owner owning 100% of the property equity
- Shops, offices, community centres
Allocation decisions managed by the local authority rather than the housing association.
- Homelessness assessments
- Housing benefit or council tax–related decisions
- Planning applications and planning enforcement actions.
- Group level commercial ventures e.g renewable energy subsidies
- Activities of subsidiaries not engaged in social housing management (e.g. community or tenant engagement teams where activities are unrelated to social housing management)
- Commercial lease management
- Commercial investment or treasury activities
- Repairs or safety data for market rent homes.
Information which would conflict with any statutory provision, such as laws relating to data protection or commercial confidentiality.
Providers are not required to create new records. If the information does not already exist it does not have to be produced.
Working documents for internal discussions or development of plans
Archived materials may be out of scope.
These documents may provide information which is not finalised and thus may give misleading information.
Where the redaction policy and principles mean that the majority of the document may need to be redacted so that the document no longer has any value.
The provision of information can be refused on the following grounds:
|
Class of information |
Reason
|
|
Not available at the time |
The information was created after the information request was received |
|
Disclosure reasons |
It is deemed reasonable to withhold the information from disclosure or the response could result in disclosure of other people personal data, even if redacted |
|
Identity |
The identity of the applicant cannot be established |
|
Unclear request |
The meaning of the request is not clear |
|
Time taken to fulfil |
The work involved with responding to the information request would exceed 18 hours of employee time |
|
Repeated request |
The request is repeated, including where a registered provider receives repeated requests from multiple applicants acting in coordination. Signposting to existing information on the website will take place |
|
Abusive |
The request is offensive or communicated in an abusive manner |