What is STAIRs?
The government has introduced a new regulatory standard called the Social Tenants Access to Information Requirements, better known as STAIRs.
STAIRs makes it easier for you to access key information about your home, your landlord, and the services you receive.
It provides more transparency for residents of privately registered providers (PRPs), such as Southern Housing. STAIRs strengthens your ability to understand how we operate and hold us to account.
Publication scheme
The government requires that all housing providers introduce a STAIRs publication scheme before October 2026.
Much of the information that we are required to publish under STAIRs is already available here on our website. For ease, we’ve organised the information using the STAIRs classifications below, including links to relevant pages on our website.
We’ll regularly monitor and review the information included in the publication scheme to ensure its up-to-date and accurate. We’ll continue to add further information about the services we provide when required.
In this publication scheme you can find information about:
Senior staff names and roles
- Find out more about us; who we are and what we do
- 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.
Decision‑making processes and policies
- Our Board Policy explains our how we make decisions.
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 (including methodology)
- 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
Tenant meeting minutes and agendas
- Our Resident scrutiny reports page provides information and about the outcomes and recommendations from recent resident-led service reviews
- 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:
Plans
- Our Strategic Plan outlines our aims and objectives from 2023 to 2026.
- 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
- We're committed to building new homes and explains how, with a focus on sustainability, we're continuing work on our new developments, as well as regeneration projects
- Our Biodiversity Pathway document outlines our biodiversity plans to 2030
Maintenance work
- We explain more about our planned works programme, which outlines how we renew and replace parts of our homes
- Our Retrofit Programme sets out the number of homes we need to improve each year up to 2030.
Stock transfers
- Information about stock transfers can be found within our history timeline.
Inspection outcomes
- View our latest regulatory judgment.
Ratings
- 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
- 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
- View a breakdown of our financial performance
- Here's more information regarding our credit ratings, including Moody’s Credit Opinion and Fitch’s Credit Opinion
- Here's more information on our current governance rating
- 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:
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.
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.
- You can also view our Landlord Performance report on the Housing Ombudsman’s website.
Information request data
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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
- Each building has its own Fire Risk Assessment. Contact us if you would like to receive a copy of the risk assessment report for your building
- 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. Please visit this page for more information
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.
- 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.
Information held in registers required by law
- 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
- 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.
- Most of our social housing properties are allocated via local authority choice-based lettings schemes. Find out more about this process here. Alternatively, you can find the details of your local authority by searching using your postcode on the government's website.
Other List and Registers Relating to the Management of Social Housing
- Detailed here are publicly available lists and registers that include details of our organisation, properties and services:
- 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’.
- Find information about our regulatory judgement and enforcement notices on the government's website.
- To find out information about how your housing association’s high‑value contracts are published, please visit the Tender section of the government's website.
- 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.
Further Information
How to contact us
We’re committed to meeting our residents’ needs and our own regulatory obligations.
If you require support in accessing, navigating, or understanding this publication scheme, or if you need information that is not listed in this publication scheme, please contact data.protection@southernhousing.org.uk
If you’re not satisfied with the information provided
If you think we haven’t published information that we hold and that should be included in our STAIRs Publication Scheme, you can ask us to review this.
We’ll review your complaint within 30 calendar days. In certain circumstances, additional time may be added.
If you’re unhappy with our review outcome, you can then escalate this directly to the Housing Ombudsman.
Information requests
From April 2027, you will have a legal right to ask us for information about how we manage your home and the services we provide. This new right is designed to make our services more transparent and easier to understand.
Southern Housing is currently developing our process to responding to STAIRs requests. We will provide further information on how you can make a request from April 2027 in due course.