Social Tenants Access to Information Requirements (STAIRs) - Publication scheme

This section contains information about how we are run and how key decisions are made.

About us

• Find out more about us; who we are and what we do
• Our strategy and vision includes our Strategic Plan, which outlines our aims and objectives from 2026 to 2030.
  
  

Senior staff names and roles

• We provide details of our Executive Team and their roles within Southern Housing.

Organisational structure and governance arrangements

• Our Board sets the overall strategy for us and makes sure our Executive Team, responsible for the day-to-day management of Southern Housing, is working effectively. Find out more about our Board and the Committees they sit on.
  
  
• Southern Housing operates through a number of companies and legal entities. We provide details of all the companies within our group structure.

Decision‑making processes and policies

• Our Board Policy explains our how we make decisions
  
  
• Everything we do involves a certain amount of risk.  Risk Management is the collection of actions we conduct to identify, understand and manage risks which jeopardise the achievement of our objectives.

Prioritisation of complaints

• Our complaints process explains how we ensure we’re compliant with the Housing Ombudsman's Complaint Handling Code.
  
  

Information on tenant consultations

• We work with residents to decide what resident involvement looks like at Southern Housing.
• For more information, please view our resident governance structure.
• Our Resident Involvement Strategy Statement sets out our approach to involving residents in improving their communities and services
• We’ve also published our Resident governance policies and a series of terms of reference that cover our Resident Governance processes for those involved on our different resident panels
• We also publish stories in Shine, the Southern Housing resident’s magazine.

Tenant meeting minutes and agendas

• Our Resident scrutiny reports page provides information and about the outcomes and recommendations from recent resident-led service reviews

This section details how the money that we generate is used to manage and improve our homes and services.

• We publish details about our spending, grants and use of service charge revenue in our financial statements
  
  You can find out more about our spending information using the links below:
  
  
  • Annual Report: Financial statements
  • Subsidiary & Legacy Financial Statements
    
    
• Our procurement approach details how we collaborate with suppliers to create safe, warm, secure and affordable homes for our residents
  
  

• It's essential for us to conduct procurement activities in an open, transparent, and ethical way. We must comply with all the rules and procedures established by the Procurement Act which will come into force on the 24 February 2025. 

  All contracts exceeding the threshold set out by Procurement Act 2023 will be advertised on the government’s Find a Tender Service (FTS).

This section explains how we maintain, repair and invest in our homes.

Plans and objectives

• Our Strategic Plan outlines our aims and objectives from 2026 to 2030
• The Decent Homes Standard sets compliant standards for the conditions of social homes.
• We’re making positive changes now for people and the planet, as outlined in our environmental sustainability strategy
• Our Environmental Sustainability Strategy sets out our long-term vision to achieve net zero by 2050 as well as our more detailed plans to reduce our environmental impact over the next three years
• Our Retrofit Programme sets out the number of homes we need to improve each year up to 2030
• We're committed to building new homes and, with a focus on sustainability, we're continuing work on our new developments, as well as regeneration projects
• Our Asset Management Strategy sets out our plans to 2026
• We have launched our Repairs Transformation Programme to ensure our repairs service meets your needs from start to finish
• Our Estate services outline how we plan look after our neighbourhoods and communal areas
•  Our Social Impact Statement addresses social challenges and improving resident wellbeing
• Our Resident Involvement Strategy Statement sets out our approach to involving residents in improving their communities and services
• We’re working hard to improve our resident services and achieve the performance levels our residents expect and deserve.

Maintenance work

• We explain more about our planned works programme, which outlines how we renew and replace parts of our homes.

Stock transfers

• Find out the key facts and figures about how our homes are distributed across our operational areas
• The property portfolio within our Asset Management Strategy booklet lists key important information about our housing stock
• Information about stock transfers can be found within our history timeline.

This section outlines our performance in delivering services to residents.

Inspection outcomes

• View our latest regulatory judgment
• The Housing Ombudsman publish decisions on any cases investigated on their website's Decision Archive. To view their decisions about us, enter ‘Southern Housing’ in the landlord name field and select ‘Apply Filters’
• We provide a range of Care and Support services registered with the Care Quality Commission (CQC). View our latest inspection ratings.
  
  

Performance reviews & evaluation reports

• Our Internal Audit Charter sets out the purpose, authority, and responsibilities of our internal audit function
• View our quarterly performance figures
• A comprehensive look at our performance and initiative can be found in our full Annual Review
• View our ESG performance
• The SHIFT accreditation report details Southern Housing’s latest environmental performance.
  
  

Tenant Satisfaction Measures

• Each year we share our Tenant Satisfaction Measures (TSM) results with you. The TSMs are a set of measures that tell you how well we’re doing at providing quality homes and services. Find out how we scored in the following:
  
  
  • TSM results for rented homes
  • TSM results for homeowners
  • TSM business measures

Find out more about the TSM process.

Media releases

• View the latest news published by Southern Housing
• For information on how we engage with the Government, local authorities and regulators regarding legislative and regulatory changes please visit our Public Affairs & Research Hub
• Find out more about our Charity, Fresh Visions

Complaint metrics

• The Annual Complaints Performance and Service Improvement Report covers our compliance with the Housing Ombudsman Complaint Handling Code, and our complaints handling performance from April 2024 to March 2025
• We also carry out a self-assessment against the Housing Ombudsman’s Complaint Handling Code.
• You can also view our Landlord Performance report on the Housing Ombudsman’s website.
  
  

Compensation and redress

• The Landlord Performance report on the Housing Ombudsman’s website details how much compensation we paid as ordered by the Ombudsman from April 2024 to March 2025.

Information request data

• This data is not currently available. It will be published once residents are able to submit information requests from April 2027.

Health and safety performance and assessments

• This data is not yet currently available.
  
  

Maintenance work

• Our performance in delivering repairs and maintenance services is also highlighted in our Annual Review.
  
  

Number of evictions

• This data is not currently available.

Number of decants

• This data is not currently available.

This section provides information about the services we deliver to tenants and the advice and guidance we make available.

• Our website contains information about the various services we provide. Find everything you'll need to manage your home as a Southern Housing resident
• There are a number of rights you hold as a housing association resident and requirements we must meet as your landlord
• We've a range of information to welcome new residents
• Here's details about the support and services available to residents
• We have a range of information available for those that lease their home or have purchased it through Shared Ownership.
• We'd be happy to arrange for information about our service to be provided to our residents in an alternative format.

This section provides information on the registers we’re required to keep for the management of our housing services.

Information held in registers required by law

• We’ve a legal responsibility to carry out certain important safety checks to ensure the home or building you live in remains safe
• We carry out gas safety inspections at your home every year to check that any gas heating and hot water appliances, fittings and flues owned by us are safe
• We inspect and test your electrical installations and any electrical appliances owned by Southern Housing, every four to five years
• Asbestos needs to be treated with care as it can cause serious disease. We give you more information about what to do if you suspect Asbestos is in your home
• Our Water Hygiene Policy ensures we manage our water systems to help reduce the risk from legionella and other bacteria
• We explain how we comply with all the Government guidance and regulations around fire and building safety to ensure all our buildings meet the required standards
• Each building has its own Fire Risk Assessment. All current FRAs are available for residents to view and download. We’re installing posters in every building with a shared communal area with a site specific QR code. By scanning the QR code, you’ll be able to access your building’s current FRA and fire safety information. If your building doesn’t yet have a poster with a QR Code displayed, please get in touch and we’ll send you a copy. 
• We are committed to carrying out fire door inspections to all fire doors within our building
• We provide a list of our high-rise buildings (HRB) here on our website. You'll find further information about our high rise buildings on the government’s website
• Our building safety survey programme for high-rise buildings aims to identify and assess structural and fire safety risks in our HRB so we can take appropriate action to ensure resident safety and compliance with building and fire safety regulations
• We launched our cladding remediation programme in response to a widely recognised need across the housing industry to improve building safety. Our cladding remediation programme finds and fixes unsafe external wall systems, often called cladding
• By working in partnership with fire and rescue services and other organisations, we’re better equipped to keep residents and communities safer.

Other List and Registers Relating to the Management of Social Housing

• We take reports of damp and mould extremely seriously. With Awaab's Law introduced in October 2025, we're working hard to make sure your home meets the highest standards for dealing with damp and mould.
• Our estate services show how we look after our neighbourhoods and communal areas.
• We provide equipment and make aids and adaptations in your home.

This section contains a list of our policies and frameworks that affect tenants.

• Our policy library contains our decision-making policies as well as our policies relating to the management of social housing
• You can browse our resident leaflets, brochures, reports, and other publications in our Leaflets and publications library.