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Social Tenants Access to Information Requirement scheme (STAIRs)

Introduced by the Regulator of Social Housing (RSH) the Social Tenants Access to Information Requirements scheme – or STAIRs – gives you the chance to find out more about Livv and how we manage your home. Find out more now…

What is STAIRs?

STAIRs is short for Social Tenants Access to Information Requirements scheme, which is a new requirement under the Transparency, Influence and Accountability standard introduced by the RSH to give you even more access to information we hold about how we manage your home, as well as how we perform as your landlord.

STAIRs will be introduced in two phases, so here’s some key dates to remember:

  • By October 2026 all social housing providers across the country must proactively publish the available information they have relating to the management of social housing. This phase is called the Publication Scheme and will give you even more access to the information we hold about how we deliver our services
  • By April 2027 you can make a direct request for information from your social landlord about a number of things, including rent collection and rates, service charges, how we manage house moves and handle complaints. These are just examples of the information that’ll be available when the Information Requests phase launches, but you’ll be able to make requests for specific information relevant to you, your home and household
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What does this mean for me?

Through our Publication Scheme, we’re making it simpler for you to find a range of information, including how we operate, our spending, our housing stock and performance – along with other information which you can see below.

From April 2027, you’ll also be able to request information or data we have about your home.

Important information

All information to support STAIRs must be live by October 2026, so this webpage will continue to be updated over the coming months. Please check back for further information or get in touch with us directly if you have any questions.

You can submit a STAIRs request from April 2027 through a dedicated request form and we’ll update this page with more information as soon as possible. You can also find out more about the personal data we collect and how we use it now by reading our Privacy Notice.

 

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Publication Scheme

The first phase of STAIRs officially launches in October, however a lot of the information we’ll have to publish under the STAIRs standard can already be found on our website. To make things easier, we’ve put everything in one place, so please see information relating to STAIRs below, along with links to the relevant sections:

  • Find out more about Livv Housing Group on our About Us page
  • Learn more about our Executive Directors and Board by visiting Our Team page
  • Our organisational and governance structures can be found here
  • Information on our decision-making processes and policies can be found on our Policies page
  • You can find out how we prioritise Complaints by visiting our Compliments and Complaints page. You can also find out more about our Complaints handling process here
  • Want to get involved and have your say? Information about how we work with our customers and how this has been used to shape our services and influence decisions we make can be found on our Get Involved page
  • We talk to our customers about a lot of things to hear their views on any changes we’re proposing – especially when it comes to how we manage our homes or deliver services – and we’d love to hear from you! So, visit our We’re Listening page now to find out how our customers’ feedback has impacted our policies, projects and procedures
  • Every year, we publish our Financial accounts which can be found on our Polices and Publications page
  • Our Financial accounts detail our annual spending and include information on how we spend revenue gained from your rent and service charge, as well how we spend grants
  • We also publish an Annual Report, which highlights some key financial information. You’ll find this on our Policies and Publications page
  • As a Livv customer, you can also view a copy of your rent and service charge statement via Livv Online
  • Our current Corporate Plan – ‘Doing more’ – lays out Livv’s vision and plan for 2023 – 26 and outlines how we will continue to build homes and places where people can thrive
  • Our ‘Doing more’ Corporate Plan focuses on six strategic priorities, which are:
    1. Customers
    2. Homes
    3. Impact
    4. Green
    5. Places
    6. People
  • We created our Corporate Plan in collaboration with our colleagues, customers and Board, it guides our priorities and organisational goals and acts as a barometer for success
  • We’re currently working on our most recent Corporate Plan, which will be available on our About us page in April
  • Information about how we invest in the quality, standard and efficiency of our homes can be found on our Planned improvements to your home page
  • We publish updates on our performance in the How we’re performing section of our website
  • The Housing Ombudsman publishes decisions on any cases investigated on their website here
  • The Regulator of Social Housing publishes in-depth assessments of how we’re performing and our latest judgements can be found on their website here
  • We work with our Quality and Improvement Panel (QuIP) – which is made up of a number of our customers – to listen to their views on our services. The QuIP carries out reviews of our services and shares their findings with us so we can tailor and improve our services for our customers. You can read all the QuIPs service reviews here
  • Our latest Tenant Satisfaction Measures (TSMs) data and reports can be found here and includes the following information:
    • Overall satisfaction
    • Keeping properties in good repair
    • Maintaining building safety
    • Respectful and helpful engagement
    • Effective handling of complaints
    • Responsible neighbourhood management
  • You can find out more about our Complaints process on our website here. This page highlights what we’ll do if you raise a complaint and what you can expect when we’re resolving your issue.
  • You can find our annual Complaints performance and service improvement report on our Policies and publications page
  • For further information including details of the Housing Ombudsman Service, visit our Compliments and Complaints page
  • The Policies page on our website contains our decision-making policies as well as policies relating to the management of social housing
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STAIRs Information Requests

From April 2027, you’ll be able to request specific information on a number of things, such as:

  • Anti-social behaviour (ASB)
  • Complaints handling
  • Procedures and performance
  • Health and safety
  • Rent rates
  • Property conditions, repairs and improvements to your home
  • Service charges
  • Stock profile
  • Energy efficiency information
  • Estate management
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