STAIRs - access to information

STAIRs is a scheme launched by the government giving social housing customers transparent access to landlord information

What is STAIRs?

STAIRs (Social Tenants Access to Information Requirements) is a government standard designed to make it easier for customers (or their representative) to access information about their social housing provider.

We know that having clear, accessible information helps our customers understand what we do, why we do it and how the decisions we make affect their homes and communities. We already work hard to ensure our services, performance and decision-making are clear, accessible and easy to understand. STAIRs build on the work we’re already doing. The new requirements introduce a consistent approach across the social housing sector and reinforce our commitment to openness and transparency.

All social housing providers are required to have a STAIRs Publication Scheme in place by October 2026. Our Publication Scheme sets out key information about Karbon Homes and how we deliver services to our customers (you can find this below).

While we’re committed to being open and transparent with all customers, the government’s STAIRs apply to social housing customers, including shared ownership customers who don’t own 100% of their home.

STAIRs Publication Scheme

We already publish much of the information required under STAIRs on our website. To make it easier to access, we’ve grouped it into the STAIRs categories below and included links to the relevant information.

Governance is how we make sure we’re well managed, make fair decisions and use resources responsibly to deliver services and create positive outcomes for our customers and communities.

We’re committed to managing our resources so we can provide cost-effective, quality services to customers and have the capacity to invest in new homes and services for the benefit of our communities.

Housing stock management is how we look after our homes, making sure they are safe, well maintained and meet the needs of our customers. It includes everything from repairs and planned improvements to investing in existing homes and planning for future housing needs.

  • Our focus on providing good quality homes is outlined in our Stronger Foundations Strategy.
  • The My repairs page contains a lot of useful information relating to our repairs services.
  • We continuously improve all of our properties to ensure our residents’ homes are happy places to be. You can find out more about this on our planned maintenance page.
  • You can read our asset management strategic plan here. This also contains information about decent homes and planned investment programme plans.
  • You can find a summary of our historic stock transfers here.
  • You can find our Right to Buy (RTB) and Right to Acquire (RTA) policies on our policies page.
  • You can find data reported to the Regulator of Social Housing on our homes here. 
  • You can find out about our Resident Involvement Framework (RIF) in the following documents - Engagement elements and Groups and overall framework.

You can find updates on our ongoing and completed maintenance projects on the following pages:

Performance is about how well we deliver services for our customers and communities. By sharing information about our performance, we can be transparent about what’s working well, where improvements are needed, and how we’re measuring our progress.

 

Housing services are the day-to-day services we provide to support our customers and help them build and maintain strong foundations for life.

  • Our About us page gives an overview of our services as a social housing landlord.
  • Our Find a home section allows new customer to search our available homes and learn more about our tenure types.
  • Our repairs page details our repairs service.
  • The Karbon Foundation website provides information on how we can support members of our communities with employability, finances and wellbeing.
  • You can find detailed information information on our services in our Welcome home guide.
  • You can see the support we have available for customers on the My support page.
  • It’s important that you know your rights as a Karbon customer. You can find out more on our Knowing your rights page.

  • Information held in registers required by law: Our Building Safety pages contains building safety information for specific buildings, our Home safety pages contain important information relating to home safety.
  • You can find fire safety risk assessments for communal and multi-occupied buildings here.
  • You can read our performance against landlord compliance KPIs and building safety KPIs here.
  • Other lists and registers related to social housing management: Most of our social housing properties are allocated via local authority choice-based lettings schemes. You can find out how to apply for a Karbon home on our Find a Home page. Alternatively, users can search by postcode using Apply for council housing - GOV.UK

  • The Policies section on our website contains our decision making policies as well as our policies relating to the management of social housing. 
  • You can find information about our new shared ownership model lease on this page.
  • We continuously improve all of our properties to ensure our residents’ homes are happy places to be. You can find out more about this on our planned maintenance page.
  • You can read our building safety resident engagement strategy on this page.
  • You can read our inclusion and belonging policy here.

Information requests

From 1 April 2027, where it’s not already available, customers will have the right to request information covered by STAIRs. This could include information about a particular service, decision or process, including why it was introduced or how it’s monitored. We’ll share more information about this nearer the time.   

From this date, requests can be made by social housing customers, as well as someone acting on their behalf, such as a family member, advocate, support worker, solicitor, elected representative or another authorised representative. Where a request is made on behalf of a customer, appropriate consent may be required before information can be shared. 

STAIRs guidance

Asking for a STAIRs review

You can read our STAIRs policy here, as well as our customer guidance on how to submit a STAIRs review complaint below.

We’ve worked hard to provide relevant information about how we’re performing as a landlord, how decisions about homes and services are made and your tenancy or home.

But, if you think anything is missing, you can get in touch to ask 
for a STAIRs Review. 

When you get in touch, we’ll get all the details of what you want us to publish. We’ll acknowledge your STAIRs review within five working days. 

We’ll look at whether we are able to publish what you’re looking for, then we’ll write to you with the outcome within 30 calendar days from receiving your STAIRs Review. If for any reason we need more time, we’ll let you know. 

This could be because the information isn’t relevant information under the STAIRs scheme, we don’t hold the information you’re looking for 
or it could be harmful if we shared this information, or not be possible in line with data protection law or other relevant law.

If we can’t provide the information you think should be published, we’ll explain clearly why. 

You can do this by contacting the Housing Ombudsman Service.

0300 111 3000 | info@housing-ombudsman.org.uk 

Housing Ombudsman Service 
PO Box 1484 
Unit D 
Preston 
PR2 0ET

Get in touch

We’re committed to being open and transparent with our customers, and hope that you’ve found everything you’re looking for. If you haven’t, please contact us.

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