Social Tenant Access to Information Requirements (STAIRS)
We want to make it easier for you to find clear information about your home, your landlord and the services you receive.
What is STAIRs?
The government has introduced a new regulatory standard called the Social Tenant Access to Information Requirements, also known as STAIRs.
STAIRs is designed to make it easier for you to access key information about your home, your landlord and the services you receive.
It helps you understand how we work, how decisions are made and how you can hold us to account.
Publication scheme
The government requires all social housing providers to introduce a publication scheme by October 2026.
Our publication scheme brings important information about our housing services together in one place. It should help you find key information without needing to ask us first.
We’ll regularly review the information published here to ensure it remains accurate and up to date. We’ll add new information to this scheme when we’re required to, and whenever we think it will be useful and relevant to you.
We’ve organised this information into clear sections to help you find what you need.
Through this publication scheme, you can find information about:
Who we are and our decision making
About us
You can find information about who we are, what we do and the priorities that guide our work:
Our mission statement, vision and values, and corporate objectives.
Our group structure
You can find information about how our organisation is set up, including our Board, Executive Team and named people responsible for key areas of compliance:
Details of our Board and Executive Team
Our Executive Team, including names, titles and contact details
Our nominated people for safety compliance and compliance with consumer standards
Our decision-making process
You can find information about how we make decisions, the committees that oversee our work and our Constitutional Rules:
Our committee structure and what our key committees do*****
Our Constitutional Rules*******
Our finances and spending
Audited accounts and financial statements
You can find financial information we publish, including reports and accounts that explain how we spend money. This includes information about grants and service charge income where it is included in our published reports:
Our published financial reports and accounts
Merger-related transaction and integration costs
You can find published information about merger and integration costs where this is included in our reports:
Information about merger and integration costs included in our published reports
Managing our homes
You can find information about the condition of our homes, repairs performance and published information about our homes.
Property conditions and improvements to property
You can find published information about repairs, property condition and how satisfied customers are with these services:
How we are performing on repairs, including response times and customer satisfaction
Stock asset condition data
You can find published information about our homes that is reported to the Regulator of Social Housing:
Information about our homes, including property types, rent levels, lettings, sales and how we check the condition of our homes *****
Our performance
You can find information about how we are performing, including published reports, customer feedback, complaints information and decisions from external organisations.
Inspections outcomes and ratings
You can find published inspection outcomes, ratings and decisions from the Regulator of Social Housing and the Housing Ombudsman.
This information is published for the current year and the previous two years where it is available:
Inspection outcomes and ratings from the Regulator of Social Housing
Housing Ombudsman decisions about our services ******
Complaint information*****
Tenant Satisfaction Measures and annual reports to tenants
You can find our Tenant Satisfaction Measures and annual reports, which show how we are performing and what customers have told us:
Our annual customer report ******
Our Tenant Satisfaction Measures
Media releases
You can find our latest news, updates and published stories about our work in communities:
Our latest news and published articles (LiveWest)
Our latest news and published articles (BFL)
Complaints handling, procedures and performance metrics; service standards
You can find information about complaints, including how we handle them, how we perform and what we do to put things right:
Complaints handling and performance information
Compensation and redress information******
Information request and data breach numbers
Services and support for residents
Description of services, advice and guidance for tenants
You can find advice and guidance about our services, your home and how to get support:
Advice and guidance about our services, your home and how to get support ******
Lists and registers
You can find published information about safety checks, registers and other records we use to help manage homes and services:
Gas safety checks***
Fire safety checks and risk assessments for communal and shared buildings***
Electrical safety checks***
Asbestos safety information for communal areas of residential buildings***
Water safety and legionella checks***
Other lists and registers
You can find other published information and policies that help explain how we manage homes and respond to customer needs:
Damp and mould information ****
Aids and adaptations policy ****
Important records we keep/lists and registers
Our policies
Policies relating to the management of social housing
You can find policies that explain how we manage social housing, support customers and deliver key services:
Aids and adaptations
Anti-social behaviour, domestic abuse and hate incidents
Building safety
Arrears
Complaints
Safeguarding
Damp and mould
Decants
Disrepair
Fire safety
Fraud
Income management**********
Contacting us
If you need help accessing, navigating or understanding this publication scheme, or if you need information that is not listed here, please press the button below to send us an email.
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.
Bromford Flagship LiveWest is developing its process for responding to STAIRs requests. We’ll provide more information about how you can make a request before April 2027.