STAIRS: Your right to clear information
STAIRS is a new government standard that gives social housing tenants better access to information about how their homes and services are managed. Please note this webpage is being reviewed and updated.
STAIRS stands for Social Tenant Access to Information Requirements.
It’s a new government standard that gives social housing tenants better access to information about how their homes and services are managed.
From 2026, we’ll be publishing more details about how we work, and from 2027 you’ll also be able to request information directly.
We will be publishing clear information on topics including:
- How decisions are made.
- How money is spent.
- How homes are managed.
- How well services are performing.
From April 2027, you will be able to request specific information directly, and we will be required to respond within 30 days.
There is lots of information on the About Ongo section of the website.
- You can find our senior staff names and roles on Our Exec team and our Heads of Service team webpages, along with our Leadership structure chart.
- You can see how we are governed and how decisions are made on the Our Board area of the website, and you will find details in our policies around decision making. You will also find our governance and organisational structure on our Board section.
- Tenant consultation activity and outcomes based on feedback is key for us. We’re constantly looking at how we can improve our services, and we involve our tenants in this. Examples of this can be found on the ‘You Said, We’re Doing’ page and you can read more about our tenant involvement structures and groups in our ‘Getting Involved’ section.
- Each year we publish our Financial Statement, which has details about our spending, grants and use of service charge revenue.
For tenants wanting to see their own account details and financial information relating to their tenancy, the best way to do this is logging into your My Home account.
Our Corporate Plan sets our strategy from 2024-29 along with our targets and aims we’ve set out to achieve. This plan covers our repairs and maintenance plans, investment decisions and targets and our journey to net zero.
We have a dedicated Repairs and Maintenance section on our website where you can find out more, and a separate area focusing solely on our approach to tackling damp and mould.
- Stock transfers
We publish our performance information on our website.
- Inspection outcomes and ratings – NA?
- Our latest Tenant Satisfaction Measures (TSMs) information is published on our website and include performance information on the following:
– Overall service and satisfaction
– Repairs service and timescales
– Home maintenance and safety
– Whether tenants feel listened to and respected
– Managing our neighbourhoods
– Handling of complaints and ASB.
- You can read about our complaints process and see our complaints data on our website.
- Health & safety performance – Health & safety info but not specifically performance – https://www.ongo.co.uk/manage-your-home/health-and-safety/
- You can also read our annual performance information including our Annual Report, Financial Statements and Gender Pay Gap reports on our ‘Corporate Documents’ section of our website.
- All our news is published in the ‘News and Events’ section of our website.
- Evictions data
- Description of landlord services – You can find all about the service we offer on our ‘About Ongo’ section of the website.
- Advice and guidance available to tenants: We have a dedicated tenancy area of our website which is where all our guidance and advice for tenants can be found, and we also have a support area detailing all the support available.
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- Statutory registers and required records
- You can find all our policies related to tenancy, repairs, ASB, complaints, as well as other relevant policies on the ‘Our Policies‘ section.
