Giving residents better access to information
STAIRs (Social Tenant Access to Information Requirements) is a new regulatory requirement designed to give social housing residents greater access to information about how their landlord operates. It aims to improve transparency, accountability and trust by making it easier for residents to find information about services, performance, spending and decision-making.
We believe residents should have clear, accessible information about how we manage homes, spend money and make decisions. STAIRs supports our commitment to being open, accountable and putting residents at the heart of everything we do.
What information will be available?
Registered providers of social housing are required to publish a range of information about how they operate. This includes information about our services, performance, governance and decision-making, helping you better understand how we work and how we deliver services.
Many of these documents and resources are already available across our website. This page brings them together in one place, making it easier to find the information you need.
Read the Governments guidance on STAIRs.
Through this publication scheme, you can access the following information:
Who we are and how we make decisions
This section contains information about who we are and how we are run.
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Find out more about us; who we are and what we do.
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You can find out about our future plans in our latest five-year Strategic Plan, which outlines our priorities, objectives and plans from 2025 to 2030.
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Our organisation structure.
Our Senior Executive Team
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Here we provide details of our Executive Team and their roles.
How we are run
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Our Board oversees the overall strategy for us and makes sure our Executive Team, responsible for the medium term and day-to-day management of Fairhive, is working effectively.
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You can find out how we manage incidents that may disrupt the business.
How we make decisions
How we manage complaints
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Our complaints procedure explains how we ensure we’re compliant with the Housing Ombudsman's Complaint Handling Code.
How we involve our residents in making decisions
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Please view our Resident Engagement Model.pdf 688KB.
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Find out more about our resident involvement. and our volunteering code of conduct.
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Our Resident Scrutiny page provides information and about resident engagement and scrutiny in our framework.
Information about tenant meetings
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Our Resident Scrutiny reports page provides information about recommendations from resident-led reviews.
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You can also view Resident Forum meeting minutes.
How we spend our income
In this section we explain how the income we receive is used to manage homes and services.
- We publish information about how we spend money, including grants and service charge income, in our annual statements. Read the 2026 financial statement.
You can find out more about our spending information using the links below:
- How we work with suppliers is outlined on the supplier opportunity page.
- Plus our supplier code of conduct outlines what we expect from our suppliers when working with us.
Together we create safe, secure and affordable homes.
How we manage your homes
This section outlines our plans and explains how we maintain, repair, and invest in our homes.
Plans and objectives
- Our Strategic Plan outlines our aims and objectives between 2025 and 2030 specifically for Housing Quality, Resident Voice and Environmental Sustainability.
- Achieving Net Zero by 2050 is a key objective and we're committed to combatting the effects of climate change, read about our warm home improvements.
- View the SHIFT report which outlines our latest environmental performance.
- Read our SHIFT blog post or view our SHIFT Gold certificate.
- Our development programme is growing year on year, this includes ensuring we are building new homes for social rent.
- Our Estate Services outline how we look after the environment around our properties and any common areas.
Maintenance work
- We explain how we manage repairs in our repairs process, including who is responsible for each types of repair and how we manage rechargeable repairs if appropriate.
How we're performing
Learn how we're performing and how well we're delivering services for residents.
Inspection outcomes & ratings
- View our latest Regulatory Judgement Fairhive Nov 2023.pdf 226KB.
- The Housing Ombudsman shares outcomes of investigated cases in its Decision Archive. You can view any decision relating to Fairhive Homes, by searching ‘Fairhive Homes Ltd.’ in the landlord field and select ‘Apply Filters’.
Performance reviews & evaluation reports
- Our yearly performance data can be found in our full Annual Report.
- The SHIFT accreditation report details our latest environmental performance.
Tenant Satisfaction Measures (TSMs)
- TSMs are a set of measures that tell you how well we’re doing at providing quality homes and services. Find out how we scored in our latest TSM report.
Media releases
- View our latest news.
Complaint metrics
- Our Annual Complaints Performance and Service Improvement Report provides information about our compliance with the Housing Ombudsman’s Complaint Handling Code, and our complaints performance between April 2024 and March 2025.
- We also carry out a self-assessment against the Housing Ombudsman’s Complaint Handling Code.
- View our Landlord Performance report on the Housing Ombudsman’s website.
Services and support available for residents
This section provides information about the services we offer to residents, as well as the advice, guidance and support available.
- We’ve a legal responsibility to carry out a number of important safety checks to ensure the home or building you live in stays safe. These include:
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- Stock condition Surveys — every five years
- Stairlift servicing — annually
- Closomat servicing (an automated wash and dry toilet) — annually
- Damp and mould inspections — as required
- Storm drain pumps — 6 monthly
- Lift maintenance inspections — quarterly
- Fire alarms — 6 monthly
- Solar panels — 5 yearly
- Heat pumps / cylinders — yearly
- Emergency lighting — annual review and monthly inspections
- Lightning protection — annually
- Powered doors — annually
- Legionella risk assessments — every 2 years to 10 years
- Electrical installation condition report — every five years
- Oil fuel service and safety — every year
- Solid fuel safety check and service — annually
- Flat entrance doors in blocks over 11 meters — annually
- Fire alarm systems — every three months to annually
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- You can also find additional information about the services we provide here in the residents area.
- We also provide guidance on how to manage your home including your home guides for residents who rent or own their home.
- Plus a range of information for all residents in your home pack.
- Here's details about the support and advice available to you.
- If you need any of this information, about our services, support and guidance in any other format simply contact us.
Important records we keep
Here you will find information regarding the registers we’re required to keep by law for the management of our housing services.
Information held in registers required by law
- Our Tenant Satisfaction Measures show our performance including the proportion of our homes where all required safety checks have been completed.
- We’ve a legal responsibility to carry out certain important safety checks to ensure the home or building you live in remains safe.
- We carry out regular gas and electrical safety inspections in your home to check that heating, hot water, fittings, flues and electrical installations, owned by us, are safe.
- Asbestos must be handled with care as it can pose serious health risks if disturbed. This policy ensures we manage it effectively to minimise any risks once reported.
- Our Water Hygiene guidance highlights how to reduce the risk posed and our policy demonstrates how we manage our water systems to also help reduce the risk from legionella and other bacteria.
- Here we share our obligations around health and safety.
- Review our fire safety guidance and further information.
- You can review our policy on Fire Risk Assessments (FRAs) in our Fire Safety Policy.
Our policies
In this section we share the policies and documents that outline how we deliver our housing services and the support we offer residents.
- Our policy library contains the policies that guide decision-making.
If you require support with this publication scheme, or if you need information that is not listed, please contact contact@fairhive.co.uk.
If you’re not satisfied with the information provided
Is something missing? Is there information you believe we hold but haven't published? You can ask us to review this. We’ll review your complaint within 30 calendar days. In certain circumstances, additional time may be added. If you’re unhappy with the review outcome, you can escalate this directly to the Housing Ombudsman.
Information requests
From April 2027, you will be able to make formal requests for certain information relating to 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. We are currently developing our process to respond to STAIRs requests and will provide more information on how to do this in due course.
