What does the Social Tenants Access to Information Requirements (STAIRs) scheme mean for me?
- STAIRs stands for Social Tenants Access to Information Requirements. It was introduced by the UK Government to enhance transparency for tenants of social housing providers like us.
The Social Tenants Access to Information Requirements (STAIRs) give social housing tenants the right to access information about how their homes and services are managed.
As a registered social housing provider, we (Be One Homes) must publish certain information about our services and activities. We must also provide information when tenants ask for it, unless there is a legal or reasonable reason why the information cannot be shared.
Some information may be held by organisations that provide services on our behalf, and STAIRs may cover this information too.
On this page, you’ll find links to the information we’re required to publish under STAIRs. You can also tap here for details on how to request information under the STAIRs scheme.
What information can I access under the STAIRs scheme?
A lot of the information we need to share with you as part of the STAIRs scheme is already available on our website. To make it easier to find, here’s a round up of the information we’ve made available under each of the STAIRs themes.
If you’re not sure about something we’ve mentioned below, please get in touch. You can tap here to see our main contact details.
Who we are and how we're run
Get information on who we are, our purpose, objectives, and organisational structure:
Our latest news and updates
You can visit our website’s news feed or social media profiles to see our latest news and updates:
How we spend money
Get information on our income and expenditure:
Our priorities and how we're performing
Get to know our goals and priorities, and see how we’re performing as an organisation:
Our Tenant Satisfaction Measures (TSMs) results are updated each year and include performance information on repairs, health and safety, and other themes.
Housing stock management
Learn more about how we manage and maintain our properties:
- Learn more about our repairs and maintenance service and how to report a repair
- Read our Repairs Policy
- Learn more about our repairs and maintenance service and how to report a repair
- Learn more about how we can support you if you're concerned about damp and mould
- Learn more about our planned investment programme (planned works to existing homes)
Information on complaints, compliments, and suggestions
Get details on how to make a complaint, compliment, or suggestion – or see our latest complaints performance information:
How we keep you and your home safe
Our website includes lots of handy advice on keeping you and your family safe at home, along with details on how we’re helping to keep you safe. You can tap here to visit our website’s ‘Staying safe at home’ section for information on:
- Fire safety, including smoke alarms, reducing the risk of fire, what to do if there's a fire in your house or flat, our Fire Risk Assessments for high-rise buildings (Building Safety Case Information), and more.
- Gas safety, including what to do if you smell gas, our/your gas safety responsibilities, Carbon Monoxide (CO), our annual gas safety checks in your home, and more.
- Electrical safety, including making sure your appliances are safe, our electrical safety checks in your home, the dangers of meter tampering, and more.
- Asbestos safety, including what happens if you have asbestos in your home, getting permission to carry out DIY, and more.
You can also get in touch if our website doesn’t include the safety information you’re looking for. We’ll do what we can to help.
Our policies, procedures, and strategies
Our policies provide detailed information about how we operate and deliver our services:
Use the ‘Our corporate documents’ tab below if you’re looking for our Annual Report, Business Plan, Financial Statements, Value for Money Reviews, Modern Slavery and Gender Pay Gap reports, and more.
Our corporate documents
You can use our website to access our corporate documents – such as our Annual Report, Business Plan, Financial Statements, Value for Money Reviews, Modern Slavery and Gender Pay Gap reports, and more.
Use the ‘Our policies, procedures, and strategies’ tab above if you’re looking for detailed information on how we operate and deliver our services.
What services we provide
Our website has lots of information on the different services we provide for tenants and residents. Here’s a breakdown:
Renting or buying a home from us, or moving somewhere else:
It includes details on how to apply for social housing with us, homes for independent living, homes for sale through Shared Ownership, and homes available on a Rent to Buy basis. It also includes advice if you’re looking to downsize or ‘swap’ your home via mutual exchange.
Help with things relating to your tenancy/lease, home, and rent:
- If you'd like to report a repair (including damp and mould-related issues) or learn more about our repairs service, tap here.
- If you need help with something that relates to your tenancy - such as what to do if you'd like to get a pet - tap here.
- If you'd like to see all safety advice for houses or flats, tap here.
- If you'd like information on your rent or service charges - including different ways to pay - tap here.
- If you're a homeowner or leaseholder and would like information relating to your lease, tap here.
Ways we can support you or someone you care about:
Our commitment goes beyond housing. We offer services that support your wellbeing and strengthen our communities.
In our website’s ‘Advice & support’ section, you’ll find details on how we can support you with money, debt, and benefits, finding job and/or training opportunities, living independently, safeguarding, domestic abuse, and antisocial behaviour, and more.
Lists and registers
Information about publicly available lists and registers that include details of our organisation, properties, and services. Please note that Be One Homes is not responsible for the content of these external websites:
Understanding some of the words and terms used in housing
We’ve created an A–Z glossary of housing terms to help guide you through some of the terms commonly used in housing. We’ll add to this list of definitions over time, and you might spot these same definitions as certain words feature across our website. Just tap on a word to see its definition.
How to request information under the STAIRs scheme (Requests for Information):
From April 2027, you’ll be able to request certain information under the STAIRs scheme (Requests for Information). You can ask for further information on things like:
- Antisocial behaviour
- Complaints handling
- Our procedures and performance
- Health and safety
- Rent and service charges
- Property condition, repairs, and improvements
- Energy efficiency information
- Estate management
We want to make it easy to find the information you’re looking for. You also can visit our frequently-asked questions (FAQs) page for answers to questions and details on things we can help with.
If you can’t find what you’re looking for on our website, we’d be more than happy to help.
