Social Tenants Access to Information Requirements (STAIRS)
Your Home. Your Information.
At One Vision Housing, we believe in being open, transparent and accountable.
The Social Tenants Access to Information Requirements (STAIRS) are new regulations designed to make it easier for social housing customers to access information about their landlord, how services are delivered and how decisions are made.
We are currently preparing our dedicated STAIRS Information Hub (launching October 2026), which will bring together key information about the services we provide, how we perform, how we spend money and how customers can influence decision-making.
What is STAIRS?
STAIRS gives social housing customers greater access to information about the management of their homes and services.
The requirements are being introduced in two phases:
Phase 1- From October 2026
Customers will be able to access a dedicated online information hub containing a range of information about One Vision Housing.
Phase 2: From April 2027
Customers will also have additional rights to request specific housing management information directly from us.
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Governance and decision-making
Governance is how One Vision Housing makes decisions, manages resources and remains accountable to customers, colleagues, regulators and other stakeholders.
The information below explains how we are organised, who leads the organisation and where you can find key information about how decisions are made.
Find out about One Vision Housing
Learn more about who we are, our values, our priorities and the services we provide. Click here to find out more.
Meet our Executive Management Team and Board Members
Details of our Executive Management Team and Board Members, including their roles and responsibilities, are available on our website.
View our organisational structure
See how One Vision Housing is structured and how we form part of The Sovini Group. View our organisational structure
Discover our Committees
Learn more about our Board Committees and how they support decision-making and oversight. Find out more about our committees.
Learn more about our policies
Our policies explain how we deliver services, meet legal and regulatory requirements, and make decisions. View our policies.
Learn more about our strategies
Our strategies set out our priorities and long-term plans for improving services and outcomes for customers and communities. View our strategies.
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Spending
One Vision Housing is committed to using its money responsibly to provide quality homes, services and support for customers. We publish information to help customers understand how money is spent and how we invest in our homes and communities.
Annual Reports and Financial Statements
Each year, we publish our Annual Reports and Financial Statements. These explain:
- Our financial performance.
- How money is received and spent.
- Investment in homes and communities.
- How we maintain and improve our properties and services.
- How the organisation is governed and managed.
These reports help customers understand how we use our resources to deliver services and provide value for money.
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Housing stock management
We are committed to maintaining and improving our homes to ensure they remain safe, well maintained and meet the needs of our customers. This includes investing in existing homes, planning for the future and improving the quality and energy efficiency of our properties.
Our Strategic Plan
Our Strategic Plan sets out our priorities for improving homes, supporting customers and strengthening communities. It focuses on four key areas:
- Delivering quality homes and neighbourhoods.
- Providing excellent customer services.
- Creating a positive community impact.
- Building strong foundations for the future.
The plan explains how we will invest in our homes and services to meet the needs of current and future customers. Click here to read our strategic plan.
Housing Stock Information
Information about our homes, investment programmes and ongoing improvements can be found in our Annual Reports and Financial Statements. Find out more in our Annual Reports and Financial Statements.
Progress towards Net Zero
We are committed to improving the quality, sustainability and energy efficiency of our homes. Our Asset Management Strategy explains how we will invest in our properties, improve environmental performance and support our journey towards Net Zero. View our Asset Management Strategy 2026-2031.
Stock transfers
Information about stock transfers and significant changes to our housing assets is included within our Annual Reports and Financial Statements. Find out more in our Annual Reports and Financial Statements.
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Performance
We are committed to being open and accountable to our customers. We regularly publish information about our performance, services and improvement work so customers can see how we are performing and where we are making changes.
Regulatory Inspection Outcomes
As a registered provider of social housing, we are regulated by the Regulator of Social Housing. Details of our latest inspection outcome can be found on our website. View our latest Regulatory Inspection Outcome.
Tenant Satisfaction Measures (TSMs)
Tenant Satisfaction Measures (TSMs) show how customers rate the services we provide and how we perform as a landlord. They cover areas including customer satisfaction, repairs, building safety, complaints and neighbourhood management. View our Tenant Satisfaction Measures (TSMs).
News and service updates
We regularly share news, service updates and customer stories, highlighting how we are supporting communities and delivering positive outcomes. Discover our latest news and updates.
Complaints, Feedback and Appeals
We value customer feedback and use it to improve our services. Find out how to make a complaint, provide feedback or appeal a decision, and learn how we handle complaints and measure our performance. Find our more about our Customer Complaints, Feedback and Appeals and Complaints Performance.
Housing Ombudsman Self-Assessment
We publish our Housing Ombudsman Self-Assessment to show how our complaints process aligns with the Housing Ombudsman Complaint Handling Code. View our Housing Ombudsman Self-Assessment.
Certifications and Awards
Our external accreditations, certifications and awards recognise our commitment to delivering high-quality services and continually improving. Discover our certifications and awards.
Customer Care Charter
Our Customer Care Charter sets out the standards of service customers can expect from us and our commitment to delivering a positive customer experience. Discover our Customer Care Charter.
Environmental, Social and Governance (ESG)
Find out more about how we operate responsibly and create positive outcomes for customers, communities and the environment. Discover more about our Environmental, Social and Governance (ESG).
Equality, Diversity and Inclusion
We are committed to treating everyone fairly and creating an inclusive environment where people feel valued and respected. Find out more about our commitment to Equality, Diversity and Inclusion.
Value for Money
We regularly review how we use our resources to ensure we deliver quality services and value for money for customers. Find out more about our Value for Money.
Better Social Housing Review
Learn about our response to the Better Social Housing Review and the actions we have taken to improve homes and services. Discover our Better Social Housing Review Response and Recommendations.
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Housing services
One Vision Housing provides a range of services to help customers manage their tenancy, stay safe in their home and access the support they need.
Customer support and advice
We know that customers may need extra support from time to time. Our Customer Support Directory brings together advice, guidance and signposting on topics such as money management, the cost of living, wellbeing and other services that may help. Discover our Customer Support Directory.
Home safety
Keeping customers safe is a key priority. We provide information and advice on a range of home safety topics, helping customers understand how we manage safety in our homes and what they can do to keep themselves and their household safe. Find out more about Home Safety.
Home guides and customer information
We publish a range of guides and information to help customers understand their tenancy, responsibilities and the services available to them. View our home guides.
Repairs and Maintenance
We are committed to maintaining homes to a high standard. Information about reporting repairs, planned works, maintenance responsibilities and service standards is available on our website. Find out more about our repairs and maintenance information.
New and Existing Tenancies
We provide information to help customers understand their rights, responsibilities and the support available throughout their tenancy.
This includes information relating to:
- Starting a new tenancy.
- Managing an existing tenancy.
- Customer rights and responsibilities.
- Housing services and support available to customers.
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List and registers
One Vision Housing is committed to being open and transparent about the information we hold relating to our homes and services. We publish a range of information to help customers understand how we manage building safety and meet our legal responsibilities.
Legally required registers and safety information
We provide information about important safety matters, including gas safety, fire safety, asbestos, legionella, damp and mould, and other building safety requirements. This helps customers understand how we keep homes safe and meet our responsibilities as a landlord. Find out more about home safety here.
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Social housing management
One Vision Housing is committed to delivering high-quality services and making it easy for customers to access information about their home, tenancy and the services we provide.
Policies relating to the management of Social Housing
Our policies explain how we manage homes, deliver services and make decisions. They help customers understand what they can expect from us and what we expect from them.
Areas covered by our policies may include:
- Tenancy management.
- Allocations and lettings.
- Repairs and maintenance.
- Anti-social behaviour.
- Complaints and feedback.
- Customer engagement.
- Health and safety.
- Neighbourhood management.
View our Housing Management Policies.
Customer leaflets, guides and reports
We publish a range of leaflets, guides and reports to help customers understand our services and get the most from their tenancy.
These publications provide practical information about:
- Housing and tenancy services.
- Customer rights and responsibilities.
- Support available to customers.
- Service standards and commitments.
- Performance and improvement activities.
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Customer Influence & Engagement
Customers play an important role in helping us improve services, influence decisions and hold us to account. Through a range of engagement, consultation and scrutiny opportunities, customers can share their views and help shape the services we provide.
Get Involved
Learn about the different ways you can influence services and share your views. Find out how you can get involved.
Our Customer Voice
Read how customer feedback and involvement have helped shape service improvements. Learn about the strength of our Customer Voice.
Customer groups
Discover the groups and forums available for customers who want to make a difference. Explore our various tenant groups.
Scrutiny opportunities
Find out how customers can independently review services and make recommendations for improvement. Uncover our scrutiny opportunities.
Consultation outcomes
See how customer feedback has influenced decisions and contributed to service development. Learn about consultation outcomes.
Our Commitment
Transparency is more than a regulatory requirement. We want information to be easy to find, easy to understand and accessible to all our customers. By bringing together key information in a single location, we aim to help customers better understand how we deliver their services and how decisions are made.
Do you require Your Home. Your Information, in a different format?
Please contact us for large print, alternative languages, audio and accessible formats.