Managing Social Tenants Access to Information Requirements (STAIRs)
Social Tenants Access to Information Requirements (STAIRs)
Throughcare Housing & Support is committed to open governance, exceptional tenant support, and absolute transparency. As a provider of exempt and supported accommodation, we choose to lead by example.
While the Regulator of Social Housing's Social Tenants Access to Information Requirements (STAIRs) milestones do not legally mandate proactive publishing until 1 October 2026 and formal responses until 1 April 2027, Throughcare is already operating ahead of schedule. We believe our residents have a right to see how their homes and services are managed today.
What is STAIRs?
STAIRs is a regulatory framework designed to give social housing tenants access to the information that matters most to them. It mirrors the transparency of the Freedom of Information Act (FOIA), allowing you to see how decisions are made, how money is spent, and how safety standards are upheld.
🗂️ Our Proactive Publication Scheme
You do not need to make a formal request to see how we operate. Click the links below to view our key organizational policies, performance logs, and safety data instantly:
📝 How to Request Information
If the information you require is not published above, you have the right to request it from us.
⚖️ Independent Escalations
We aim to handle every request perfectly. However, if you are unhappy with our response or how your request was managed, you have the right to escalate the issue independently:
Throughcare Housing & Support is committed to open governance, exceptional tenant support, and absolute transparency. As a provider of exempt and supported accommodation, we choose to lead by example.
While the Regulator of Social Housing's Social Tenants Access to Information Requirements (STAIRs) milestones do not legally mandate proactive publishing until 1 October 2026 and formal responses until 1 April 2027, Throughcare is already operating ahead of schedule. We believe our residents have a right to see how their homes and services are managed today.
What is STAIRs?
STAIRs is a regulatory framework designed to give social housing tenants access to the information that matters most to them. It mirrors the transparency of the Freedom of Information Act (FOIA), allowing you to see how decisions are made, how money is spent, and how safety standards are upheld.
🗂️ Our Proactive Publication Scheme
You do not need to make a formal request to see how we operate. Click the links below to view our key organizational policies, performance logs, and safety data instantly:
- Our Homes & Safety: View our Gas & Electrical Safety Certifications, Damp, Mould & Condensation Policy, and Repairs & Maintenance Timelines.
- Our Performance: Access our latest Tenant Satisfaction Measures (TSMs) and our service delivery scorecards.
- Our Spending & Governance: View our Annual Financial Accounts and our breakdown of how rent allocations directly fund support services.
- Our Decisions: Read recent summaries of our Board Meetings and resident consultation outcomes.
📝 How to Request Information
If the information you require is not published above, you have the right to request it from us.
- Download the Request Form: Click here to download our printable STAIRs Tenant Information Request Form.
- Submit Your Request: Email the completed form to [email protected] with the subject line "STAIRs Request" or hand it directly to your Support Worker or Operation Manager.
- Our Commitment: We will acknowledge your request within 48 hours and provide a full, structured response within 30 calendar days.
⚖️ Independent Escalations
We aim to handle every request perfectly. However, if you are unhappy with our response or how your request was managed, you have the right to escalate the issue independently:
- For Service and Management Disputes: Contact the Housing Ombudsman Service/Birmingham City Council.
- For Regulatory Compliance Matters: Learn more via the Regulator of Social Housing.
