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 finalised legislation in September 2025.
Visit the GOV.UK website for the full policy statement.
STAIRs will come into law in October 2026 for the first stage and April 2027 for the second stage. We will continue to update our website with the latest information.
Social Tenants Access to Information Requirement scheme (STAIRs)
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 classifications, including links to relevant pages on our website.
About us:
Read more about Housing 21, including our mission statement, vision and values and corporate objectives.
Housing 21’s housing and care services are subject to regulation and governance.
Our annual Financial Statements report includes information about Housing 21’s Governance arrangements such as our operating model, company structure, guiding principles and the role of our Board.
Our Leadership and Board members:
Future changes to our Board and Leadership Team will be featured in the News section here.
Decision making process and policies:
Read a full list of Housing 21 policies in our Policy Hub
Find out more about how we maintain and review all policies. Read the Policy Framework.
Resident Engagement and Influence:
We’re committed to resident engagement and working collaboratively with residents to improve and develop services. We have a range of Resident Engagement Groups 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 are listed below. Minutes for the Resident Groups meetings can also be accessed using the links:
- Retirement Living Residents Forum
- Extra Care Residents Forum
- Recruitment Panel
- Complaints Panel
- Environmental Awareness Group
- Health and Safety Group
- Service Charge Network
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 offer support to ensure all residents have the opportunity to participate.
You can view the most up-to-date calendar for future meetings here.
There are a number of alternative ways that residents are involved in making local decisions. Find out more information here.
Resident newsletters:
Read the latest 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.
Read our Property Compliance and Building Safety Strategy.
Stock Investment
We write to residents to tell them about how we are investing in homes via Stock Investment Programme letters. We make these available for printing and local managers are responsible for displaying them locally.
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.
View a list of all of our schemes and their scores.
Regulatory Scoring
We have been awarded the following gradings by the Housing Regulator:
- G1 (Governance)
- V1 (Financial Viability)
- C1 (Meeting Consumer Standards)
Find out more about these gradings.
Quarterly Performance 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
Glassdoor:
Find out how we're reviewed on Glassdoor
Trustpilot:
Find out how what people think of us on Trustpilot
Investing in People
Find out more about our Investors in People Accreditation: Double IIP accreditation for 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
Upon request your local manager can provide the following:
- Gas safety registers
- Fire safety risk assessments (for communal and multi-occupied buildings)
- Electrical safety (EICR) records
- Asbestos register (for communal areas of residential buildings)
- Water hygiene logs / legionella risk assessments(inspection logs and risk assessments for hot/cold water systems)
- Building safety performance documents and inspection outcomes
- Other lists and registers relating to the management of social housing, e.g. Damp and mould case tracking reports (other than at a per property level)
- Estate inspection schedules
- Home accessibility / adaptations register
To find out more about how we are performing, read our latest Quarterly Performance Reports.
Can't find what you're looking for?
Email us directly: feedback@housing21.org.uk
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 |
Find out more
Visit the Government website