What is STAIRs?
STAIRs stands for Social Tenant Access to Information Requirement scheme. It is a new standard introduced by the UK Government to enhance transparency for customers and residents of private sector social housing providers, such as Radcliffe Housing Society.
The Government requires that all housing providers introduce a STAIRs Publication Scheme from October 2026. Our Publication Scheme is provided below. It will be updated and enhanced as more guidance and requirements about the scheme’s contents are provided by Government.
STAIRs Publication Scheme
Most of the information that we are required to publish under STAIRs is already available on our website. To make things easy, we’ve organised the information using the STAIRs categories below, including links to relevant pages on our website.
Governance and Decision Making
You can find out everything you want to know about us under the About Us section of the website:
- About Us
- Senior staff names and roles are outlined on our Radcliffe Team page
- Our organisational structure can be viewed here Radcliffe Organisation Chart
- Our decision making processes and policies are available on Our Policies page
- Our complaints process including our Annual Complaints Performance Reports are available on our Complaints Procedure page
- Our Customer Engagement Policy here describes how Radcliffe Housing Society (RHS) will seek to achieve the highest customer service standards possible, in providing services and information to our tenants and other service users. This is reviewed by our Resident Scrutiny Panel
Spending
Our annual Financial information which details our spending, grants and service charge information can be found in our Annual Report on our Annual Reports page
Housing Stock Management
As a social landlord we take our responsibilities for looking after our properties very seriously. We are also acutely aware that these properties are peoples’ homes and as such, their quality has a major impact on the lives of those who live in them.
Our Asset Management Strategy sets out how we will do this – Asset Management Strategy (2022 27)
Our Sustainability Strategy can be found here RHS Sustainability Strategy (2022-2027)
Our Leasehold Property Buy Back policy is here RHS Leasehold Property Buy Back Policy
You can find helpful information about looking after your home, including what you are responsible for and what we are responsible for, on our Looking After Your Home page.
Housing Services
Information for tenants can be found under our Tenants section of the website and can be found here
Our Tenant Portal – MyHome – gives tenants a convenient way to manage their tenancy online, at any time and is available 24 hours a day, 7 days a week. .
When using MyHome tenants will be able to access information about their tenancy, check rent accounts, make payments, report and track repairs, update contact details and access important documents.
For our new residents the Assured Non-Shorthold Tenancy Terms & conditions can be found here 2026 Assured non shorthold Tenancy Terms & Conditions
Performance
Our Annual reports can be viewed here
Our Complaints process including our Annual Complaints Performance Reports are available on our Complaints Procedure page
Our Tenant Satisfaction Measures (TSMs) page can be found here
Lists and Registers
Most of our social housing properties are allocated via local authority choice-based lettings schemes. You can find out how to move home or apply to go on our waiting list on or Moving Home page
We have 418 units, with General Needs (rented) being the majority, then we have 51 Leaseholders, eight Market Rent properties and a small number of Freeholders (who are obliged to pay some service charges to us).
We also manage The Chase, Lingfield which is comprised of 22 homes.
Our property portfolio does not include any residential buildings measuring 11 metres or more in height. Accordingly, none of our buildings fall within the 11m+ scope of the Government’s principal building safety remediation programmes for addressing life-critical fire safety defects and unsafe cladding.
On this basis, we have no buildings currently identified as requiring fire safety remediation works under the 11m+ remediation programmes. However, should any fire safety issues or defects be identified through our ongoing inspections, risk or fire assessments, we will take the appropriate action and complete any necessary remedial works, to ensure the safety of our residents and to maintain compliance with our statutory obligations.
We operate across eight Local Authorities starting with a small number of units in Southwark, cutting through the South London boroughs of Croydon and Bromley where the majority of our homes are, which forks out to Tunbridge Wells and Lingfield and then onto Hastings where we manage an Independent Living block.
We have three Independent Living schemes, two in Bromley and one in Hastings, inherited from St Vincents Housing Association transfer 1998, which is how we have come to own properties in Lambeth.
Information Requests
Under STAIRs you will also be able to request certain information on things like:
- Anti-social behaviour
- Complaints handling
- Procedures, and performance
- Health and safety
- Rent rates
- Property conditions, repairs and improvements to property
- Service charges
- Stock profile
- Energy efficiency information
- Estate management
Tenants will be able to make a request from 1 April 2027 and we must respond to you within 30 calendar days of receiving your request.
To make a request please contact us at housing@radcliffehs.org
For more information on STAIRs please click here
Health & Safety Policy
Radcliffe Housing Society has responsibilities as an employer to provide a safe and healthy work place and environment for its employees under the Health and Safety at Work Act 1974.
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Privacy Notice
Radcliffe Housing Society Ltd is a Registered Social Landlord and is registered with the Information Commissioner’s Office as a Data Controller under the General Data Protection Regulations 2018.
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