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Social Tenants Access to Information Requirements (STAIRs)
We are committed to being open and transparent about the services we provide, the decisions we make and how we manage our homes.
The Social Tenant Access to Information Requirements (STAIRs) are being introduced to make it easier for residents to find information about their landlord and how their homes and services are managed.
This page brings together information that we routinely publish and explains how you can access additional information.
STAIRs helps you understand:
- what we do
- how decisions are made
- how your home and services are managed
Why this matters
STAIRs is designed to make sure we are:
- open and transparent
- clear about our decisions
- responsive to your questions
It also helps you to:
- understand how we are performing
- see how your home is managed
- get the information you need more easily
How STAIRs works
There are two main ways you can access information:
Information we publish (Publication Scheme)
- We publish important information about our services on this page, so you can find it easily without needing to ask.
Information you can request
- If you can’t find the information you’re looking for, you will be able to ask us for it.
- From April 2027, you can make an information request in writing.
Publication Scheme
Our publication scheme is designed to provide easy access to the information we proactively publish, as and when it becomes available. In this publication scheme you can find information about the following topics.
All links below are pages on our website or HTML pages, unless stated otherwise.
Information about who we are, how we are governed and how decisions are made.
Information about how we are performing and the services we provide to residents.
Tenant Satisfaction Measures (TSMs)
Complaints performance reporting (PDF that opens in same tab/window)
Housing Ombudsman Self assessment (PDF that opens in same tab/window)
Information about the services we provide to residents and how we work together.
Anti-social Behaviour Toolkit
Your guide to deal with Anti-social behaviour
Complaints
Find out about our Complaints Policy and review our Complaints Reporting.
Your housing officer
Details about your housing office including their contact details
Maintenance
Information and guidance about maintaining your home.
Compliance and Safety Information
Information to be added soon
Information about how we use our resources and deliver value for money.
You can read more about our finances in our Annual Report.
Rent and service charge are set and this can be seen in our policies.
Information about the policies and procedures that affect your tenancy and the services you receive.
We publish policies that explain your rights and our responsibilities. You can find these on our policies page.
Soho Housing Association is a registered society within the meaning of the Co-operative and Community Benefit Societies Act 2014, No: 20784R. Registered with the Regulator of Social Housing as a registered provider of social housing, No: LH1321.
We are committed to being open and transparent. However, some information, particularly compliance and building safety records, cannot always be published in full because it may contain personal, confidential or security-sensitive information.
In these cases, we may remove certain details, provide a summary, or explain why the information cannot be shared.
If you cannot find the information you are looking for, you can contact us and we will consider your request in line with STAIRs and our legal responsibilities.
You can still see how we’re performing against these registers on our Performance section above.
Is STAIRs the same as a complaint?
No. Complaints should continue to be raised separately. STAIRs is specifically about requesting information on the management or services of homes. To make a complaint you can email or phone us, or visit our office.
Is STAIRs the same as a Subject Access Request?
No. Personal information requests are handled under UK GDPR and the Data Protection Act. You can make a Data Subject Access Request by emailing housing@sohoha.org.uk, by phone on 0207 557 7400 or through your Housing Officer.
How long will Soho Housing take to respond?
Following introduction in April 2027, Soho Housings’ STAIRs framework is designed to ensure requests are managed and monitored through a central process with clear timescales and reporting arrangements and in line with the required 30 day timeline.
Contact Us
- Email us: housing@sohoha.org.uk
- Telephone: 0207 557 7400
What we do not publish
We are committed to being open and transparent. However, there are some situations where we cannot publish information because it would not be appropriate or lawful to do so.
This publication scheme covers information that we already hold about our social housing services. We are not required to create new records or documents, but we will publish the information we have wherever it is reasonable and appropriate to do so.
We do not publish:
- information about commercial or business activities not related to housing
- information about non-social housing services
- internal business information that does not affect customers
- information about care or support services that are separate from tenancy information
- draft documents
- working notes
- internal discussions or emails
- information that could identify an individual
We may also withhold information if publishing it could:
- breach confidentiality
- reveal legal advice
- affect legal or regulatory processes
- harm commercial interests
- put someone’s safety at risk
If you want to access your own personal data, please make a Data Subject Access Request by emailing housing@sohoha.org.uk, by phone on 0207 557 7400 or through your Housing Officer.
