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 STAIRs.
What is STAIRs?
STAIRs stands for Social Tenants Access to Information Requirement scheme. It is a new standard introduced by the Government to enhance transparency for tenants of social housing providers, such as Housing 21. The consultation period for STAIRs ended in July 2024, and the government is currently finalising the 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 this web page with latest information as it becomes available.
Social Tenants Access to Information Requirement scheme (STAIRs)
STAIRs Publication Scheme
Much of the information that we are required to publish under STAIRs is already available on the Housing 21 website. For ease, we’ve organised the information using the STAIRs classifications, including links to relevant pages on our website.
Housing 21 is committed to ensuring the safety of our residents, visitors and employees.
- How to make a complaint
- The Complaints Timeline/ Process
- Resolving Complaints
- Complaints Policy
We also publish regular complaints reports.
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.
Find everything you need about Housing 21's procurement processes, becoming a contractor and more.
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.
You can read our full Environmental Social Governance report here.
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
Resident Finances
All Housing 21 residents are able to request help and support with finances. Find out more.
Our performance
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
Our spending
Our annual financial report explains where we have been investing and spending money as well as our current financial position.
Learn how we about our spending in our Financial Report
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.
Hearing the voice of our residents, is a priority for Housing 21. From scheme level, right through to our Board, we want to hear resident opinions to ensure they are always at the centre of our decision making.
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.
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.