STAIRs

Making sure social housing residents can easily find information about their landlord, their home, and the services they receive.

What is STAIRs?

STAIRs stands for Social Tenants Access to Information Requirements. It’s a policy that makes it easier for social housing residents to easily find information about their landlord, their home, and the services they receive, in line with the STAIRs publication scheme.

STAIRs is built on principles of openness and transparency, and supports the Regulator of Social Housing’s ‘Transparency, Influence and Accountability’ standard. It helps residents understand how housing providers like us work and gives them clearer ways to ask questions or request information.

STAIRs publication scheme

Like other registered providers, we publish key information on our website, so it is easy to find in one place. This is known as our STAIRs publication scheme.

This includes information about:

• Governance and decision making – How L&G Affordable Homes is run and how decisions are made
• Spending – How money is spent
• Housing stock – How homes are managed and maintained
• Performance – Our performance and service standards
• Lists and registers – Helping to manage services safely, fairly and transparently
• Social Housing Management – Including complaints and how we learn from feedback

Much of this information is already available on our website. To make it easier to find, we’ve organised it using the STAIRs classifications. We’ll regularly review this information to make sure it remains accurate and up to date.

Information Requests

From April 2027, tenants of L&G Affordable Homes (or individuals acting on a tenant’s behalf), will have the right to request information if it can’t be found within our published information.

Requests must be made in writing, and we’ll respond within 30 calendar days, although we may need more time in some cases.

STAIRs relates to information about our services and how we operate. In certain circumstances, we may be unable to provide specific information; for example, where it contains personal information, is commercially sensitive, or where sharing it could affect someone’s safety or security.  If that is the case, we’ll let you know why we’re unable to provide the requested information and outline any next steps available to you.

How to contact us:

We’re committed to meeting the needs of our residents and complying with our regulatory obligations.

If you need support in accessing, navigating or understanding this publication scheme, of if you require any information that is not included, please contact us at: data.protection@landgah.com

If you believe we hold information that should be published under our STAIRs publication scheme but has not been made available, you can ask us to review this. We will review your request within 30 calendar days, although additional time may be needed in some circumstances. If, having raised a matter with us, you are unhappy with the outcome of our response, you can escalate the matter to the Housing Ombudsman.