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Social Tenant Access to Information Requirements (STAIRs)
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 are the Social Tenant Access to Information Requirements (STAIRs)?
STAIRs is all about making sure social landlords are open and clear with residents. It sets a standard for sharing information about how homes are managed.
This idea came from the Social Housing White Paper and the Social Housing Regulation Act.
With STAIRs, residents can:
- Ask for information about how their home is managed. There are rules for how these requests should be handled, including how quickly landlords need to reply.
- See information that housing associations share regularly through a “publication scheme.”
By October 2026, housing associations like Citizen will need to share information publicly.
By April 2027, we’ll need to respond to residents’ requests on time.
STAIRs Publication Scheme
We publish a range of information for our customers, which we have grouped into the following categories:
Governance and decision making
Find out more about how decisions are made at Citizen and our key governance documents in our Governance Manual Customer Guide.
We take all complaints seriously, they help us improve our service. Our complaints prioritisation follows the Housing Ombudsman guidance and timescales. Find out how we handle complaints.
We consult with customers on a wide range of services and policies. Find out more on our Get involved page and our Citizen’s Together Hub.
Our Customer Assurance Committee provides independent challenge from customers. It helps make sure customers’ experiences and views are considered when important decisions are made.
Find out more about the Customer Assurance Committee, including summaries of what was discussed and decisions made at its meetings, on our How our customers shape what we do page.
Our Citizens Together Hub gives customers opportunities to take part in focus groups, projects and other activities. It also shares updates about work customers have been involved in, including project outcomes, meeting summaries and minutes.
You can find these updates on the Ongoing Projects page within the Hub.
Spending
- See our recent financial reports and statements.
- We publish Transparency Reports for our Homes England grant funded firm schemes. See our transparency reports.
- See our value for money reports.
- Read our tax strategy.
Find out what your service charge covers, how much it costs and how we work out your fees. You can also find our service charge figures in our customer annual report.
We make sure our works, goods and services offer the best value for money through a fair, transparent and robust procurement process.
Find more information, including our Procurement Policy and a summary of our Procurement Procedures, on our Become a supplier page.
In line with the Procurement Act, we publish details of all contracts worth over £30,000 on the Government’s central digital platform, Find a Tender.
Housing Stock Management
We’re committed to keeping your home modern and comfortable, find out more about our planned maintenance schedule.
Find out more about our 5 year plan for housing stock management.
We’re committed to keeping your home modern and comfortable, find out more about our planned maintenance schedule.
More iinformation about our completed maintenance work can be found in our customer annual reports.
Citizen has not had any stock transfers for more than 5 years. Find out more about historical mergers and transfers.
Service Performance Information
Tenant satisfaction measures (TSMs) are key indicators that show how well we’re delivering quality homes and services. See our latest TSM results.
Information on how we keep your home safe can be found in our quarterly performance reports and customer annual reports.
Our performance on maintenance work and repairs can be found in our quarterly performance reports and customer annual reports.
Information about the number of evictions which have taken place can be found in our customer annual report.
Information on our response times within the scope of Awaab’s Law can be found in our customer annual report.
Housing services
- Find out more information about your tenancy and our housing services, including repairs and maintenance
- Get help with understanding your bills, learn important safety information and report antisocial behaviour.
- Find out how you can apply for housing
- Learn how to manage your account online
- Browse our list of frequently asked questions (including pet applications)
- See information about how to rent a garage
- Learn more about disrepair
Lists and registers
Information held in registers required by law and other lists and registers relating to the management of social housing
Information about our building safety performance can be found in our quarterly performance reports and customer annual reports.
Social housing management policies
Availability and formats
All information is available free online. If you don't have internet access, you can contact Citizen to discuss alternate formats.
To request information in another format, book an appointment, or if there is information that you cannot find please contact us.
Your feedback
If you have any feedback about the information we publish under our publication scheme, we’d like to hear from you. This includes letting us know if you think information is missing or could be improved.
You can ask someone to give feedback on your behalf, but you’ll need to tell us who they are.
We’ll review your feedback, usually within 30 calendar days, although it may take longer in some cases.
If your feedback relates to information we should have published but haven’t, we’ll explain what happens next and, where appropriate, how you can ask for a review.