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

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

Who we are

• Find out more about us; who we are and what we do
• Our aims, priorities and future plans are set out in our Strategy and Vision. This includes our Strategic Plan, which outlines our priorities, objectives and plans from 2026 to 2030.
  
  

Senior staff names and roles

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

How we are run

• 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.
  
  
• Southern Housing operates through a number of companies and legal entities. We provide details of all the companies within our group structure.

How we make decisions

• 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.

How we prioritise complaints

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

How we involve our residents in making decisions

• 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 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.

Information about tenant meetings and agendas

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

This section explains how the income we receive is used to manage, maintain, and improve our homes and services.

• We publish information about how we spend money, including grants and service charge income, 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.

This section outlines our future plans and 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 the standards that social homes must meet to ensure they are maintained to an acceptable condition.
• 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 outlining how we’ll maintain, improve, and invest in our homes to meet the needs of our residents
• 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 about our planned works programme, which outlines how we renew and replace parts of your homes.

Our homes: key facts and figures

• Find out where our homes are located and see key facts and figures about the areas we operate in
• The property portfolio within our Asset Management Strategy booklet (from page 33) lists key important information about our housing stock
• Information about stock transfers can be found within our history timeline.

This section shows how we're performing and how well we're delivering services for residents

Inspection outcomes & ratings

• View our latest regulatory judgment
• The Housing Ombudsman publishes the outcomes of the cases it investigates on its  Decision Archive. To view decisions relating to Southern Housing, search for ‘Southern Housing’ in the landlord field and select ‘Apply Filters’
• We provide a range of care and support services that are regulated by the Care Quality Commission (CQC). View our latest inspection ratings.
  
  

Performance reviews & evaluation reports

• Our Internal Audit Charter explains how internal audit works, what it is responsible for, and how it helps us improve services and maintain effective governance.
• 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 about how we work with government, local authorities, and regulators on changes to laws and regulations, visit our Public Affairs & Research Hub
• Find out more about our Charity, Fresh Visions

Complaint metrics

• The Annual Complaints Performance and Service Improvement Report provides information about how we handle complaints, our compliance with the Housing Ombudsman’s Complaint Handling Code, and our complaints performance between April 2024 and 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.

Maintenance work

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

This section provides information about the services we offer to tenants, as well as the advice, guidance and support 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 social housing tenant 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 services to be provided to our residents in an alternative format.

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

Information held in registers required by law

• Our TSM business measures show the proportion of our homes where all required safety checks have been completed
• 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 must be handled with care as it can pose serious health risks if disturbed. Find out what to do if you think there may be asbestos 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
• Access your buildings current Fire Risk Assessment (FRA) and fire safety information
• We are committed to carrying out fire door inspections to all fire doors within our buildings
• 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 (HRBs) helps us identify and assess structural and fire safety risks in our HRBs, so we can keep residents safe and meet our legal responsibilities
• Our cladding remediation programme helps to improve building safety, by finding  and fixing 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 records and registers we maintain

This section contains information about other lists and registers we maintain to support the management of our housing services and meet our legal and regulatory responsibilities.

• 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
• Information about our estate services explains how we look after our neighbourhoods and communal areas
• We provide equipment and make aids and adaptations in your home.

This section contains the policies and frameworks that explain how we deliver our housing services and support our tenants.

• Our policy library contains the policies that guide our decision-making and how we manage our homes and services
• You can browse our resident leaflets, brochures, reports, and other publications in our Leaflets and publications library.