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STAIRs Publication Scheme

We believe it’s important that you can easily find information about your home, our services and how we make decisions that affect our customers and communities.

We believe it’s important that you can easily find information about your home, our services and how we make decisions that affect our customers and communities.

This Publication Scheme brings together information from across our website into one place, helping you quickly access information about how we manage our homes, how we’re performing, how we spend money, and how we work with customers to improve our services.

The information is organised into the categories set out within the Social Tenants Access to Information Requirements (STAIRs) and includes links to the reports, policies and information we already publish. We’ll continue to review and update this information to make sure it’s accurate, accessible and easy to understand.

If you can’t find what you’re looking for, please get in touch and we’ll be happy to help. From April 2027, you’ll also be able to submit a formal STAIRs Information Request for information relating to the management of social housing.

  • 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
  • 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
  • When needed, we complete formal consultation with our customers, communities and stakeholders. Formal consultation supports large projects such as the demolition of Gaywood Green and Knowsley Heights.
  • Our customer Quality & Improvement Panel (QuIP) is a small group of customers responsible for scrutinising services and helping us to prioritise improvements we need to make. Find out more here.
  • Every year, we publish our Financial accounts which can be found on our Polices and Publications page
  • Our Annual Report provides an overview of how we’ve invested in our homes and communities, along with key achievements, service improvements and performance information from the previous year. Read our latest Annual Report.
  • More information about rent management and service charges can also be found on our website, but if you have a specific question about your rent, please contact us directly.
  • We work with a range of partners and organisations to provide services and support directly to our customers. For more information about how we approach buying goods and services, as well as working with suppliers, visit our Partners and Suppliers page.
  • Our current Corporate Plan – ‘Building a better future’ – lays out Livv’s vision and plan for 2026 – 29 and outlines our focus on
    making the greatest difference to our customers and communities.
  • 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
  • Our Annual Report also provides information on investment in our homes and our repairs and maintenance works carried out and our progress towards net zero.
  • The Regulator of Social Housing independently assesses how well we are governed, managed and delivering services for our customers. You can view our latest regulatory judgements and assessments here.
  • Our Annual Report to customers provides information on how we are performing, and our Annual Social Accounts provides further information about the impact of the work that we do.
  • Our Annual Complaint Performance and Service improvement report provides information on how we are managing complaints, as well as our Self-Assessment against the Housing Ombudsman Complaint Handling Code.
  • We publish updates on how our services are performing in the How we’re performing section of our website.
  • Our Tenant Satisfaction Measures (TSMs) are key to monitoring how well we are doing at providing good quality homes and services to our customers. You can view our latest report on the TSM page.
  • Our News pages help keep customers informed about the work we’re doing, including service improvements, community investment, customer engagement activities and other important updates. Read our latest news here.
  • Information on our performance relating to the Health and Safety of our homes can be found in our Annual Report, as well as in our TSM Reports.
  • Information about our services, and the standards that you can expect can be found by visiting our Services Standards page.
  • All customers can access a range of support, advice and guidance to help improve their wellbeing. So, whether it’s a helping hand to improve your physical, emotional, mental or financial health, we’re here to help! Find out more by visiting our Help and Support page.
  • Everything you need to know about your home and the services and standards that you can expect from us can be found in our Customer Handbook.
  • For information about our Shared Ownership homes, head to our Shared Ownership page, or have a look at our Shared Ownership Customer Handbook.
  • 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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Can’t find what you’re looking for?

If you feel that there is information missing from this publication scheme, then please let us know. You can email us at marketing@livvhousinggroup.com to request information that you feel is relevant.

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