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Social Tenants Access to Information Requirement scheme (STAIRs)

At Belgrave Neighbourhood Co-operative Housing Association (BNCHA), transparency and community control are at the core of everything we do. As a fully mutual housing co-operative run entirely by and for our tenant-members, we want to ensure you always have clear, easy access to information about how your homes and services are manage.

The UK Government’s Social Tenant Access to Information Requirements (STAIRs) scheme establishes new openness standards for housing associations. It operates in two phases:

  1. From 1 October 2026: We must proactively publish key information about our operations, housing management, and performance.
  2. From 1 April 2027: Tenant-members have a legal right to request specific, unpublished documents regarding their housing management, which we must respond to within 30 calendar days.

What is the new publication scheme?

The Social Tenants Access to Information Requirements (STAIRs) is a Government policy designed to improve transparency and accountability for tenants of social housing providers, such as BNCHA.

Under STAIRs, housing associations must publish information about how they operate, how they spend money, the homes they manage, their performance, and the services they provide.

The Government published the final STAIRs policy statement in September 2025, with the publication scheme requirements taking effect from 1 October 2026. We will continue to update our website with the latest information. 

Visit the GOV.UK website for the full policy statement

Our approach to publishing information

BNCHA provides services to residents across the Belgrave area of Leicester.

To make information easy to access and consistent for all residents, we publish most information for the whole Association.

Publication Scheme 

Much of the information that we are required to publish is already available on the BNCHA website. For ease, we’ve organised the information using classifications, including links to relevant pages on our website.

Housing Ombudsman Service

The Housing Ombudsman Service oversees compliance with the Social Tenants Access to Information Requirements (STAIRs) scheme.

If you have concerns about information we have published or provided under STAIRs, you can request an internal review of the decision by emailing hello@belgravecoop.org.uk 

If you are unhappy with the outcome or the handling of this review, you can escalate your concern to the Housing Ombudsman Service.

Below, you can access our official STAIRs Publication Scheme, organised into the official government compliance classes

1. Governance, Decision-Making and Housing Services.

Discover how our co-operative is structured, who leads us, and how we make decisions that affect your community.

  • Our Structure: Learn about how we are run collectively. How We Are Run.
  • Rules: BNCHA is governed by a sull set of rules, which identifies what and how we make decisions and the governance rules covering them. Our current rules can be found from the following link to Rules.
  • Policies: BNCHA has develop a full suite of Policies that set out the way sour services will be delivered and decisions made. You can read our policies via the link. Link to Policies.
  • Management Committee: View our current Committee of Management and independent operational staff on our Meet the Housing Team page.

2. Housing Management and Operations

We work closely with our delivery partners to keep your homes safe, secure, and affordable.

  • Service Arrangements: Learn about our Group for day-to-day operations like rent collection and tenancy advice on our Who We Are page.
  • Tenants Handbook: Read our tenants handbook which outlines the services we provide and your responsibilities by using this link BNCHA member handbook.
  • Allocations & Lettings: Understand the rules regarding tenant selection, applicant interviews, and property allocations through the BNCHA Customer Information section.
  • Member Rights & Rules: Review the commitments binding our mutual estate via our official Member Responsibilities Statement, which can be accessed via the following link Statement-of-committee-member-responsibilities.

3. Property Conditions, Maintenance, and Safety

Ensuring property quality and tenant safety is a fundamental pillar of our Gold Star Service.

  • Repairs & Maintenance: Find out how to report repairs and see how routine and emergency maintenance tasks are managed by using this link Repairs & Maintenance | BNCHA
  • Health & Safety Compliance: Access information regarding building risk assessments, gas safety records, electrical tests, and fire safety checks. Read more on our end of year compliance performance by using this link : Link to compliance performance 2025/26.
  • Energy Efficiency: Find information regarding energy performance certificates (EPC ratings) and sustainability measures within our property portfolio by using the link: – Find an energy certificate – GOV.UK

4. Financial Performance and Spending

As a non-profit registered society, every pound we collect goes right back into supporting local housing and community welfare.

  • Annual Reports & Accounts: Download our legally audited regulatory filings and annual statements from this link BNCHA financial statements
  • Rent and Service Charges: See how your rent rates and communal service charges are calculated and evaluated annually. Link to document.
  • Community Investment: Review expenditures tied to our social infrastructure, including the Belgrave Community Food Hub and EKTA wellbeing initiatives. Our community | BNCHA

5. Performance, Complaints, and Resident Liaison.

We believe in constant accountability. If something goes wrong, we want to make it right quickly.

  • Performance Data: View our Tenant Satisfaction Measures (TSMs) and data showing how well we meet regulatory housing standards. Link to TSM 2026 report.
  • Newsletters & Bulletins: we regularly issue newsletter and bulletins to keep our coop members informed of our performance, services and activities including how to play an active part in the Coop. please read more Newsletters | BNCHA
  • Annual Report: Please read our 2026 Annual Report which sets out our performance and community activities and initiatives that took place over the last year. Link to report.
  • Complaints Handling: Read our clear policy for raising disputes and escalated grievances. Complaints policy | BNCHA
  • If you remain dissatisfied with our handling of a publication request, complaints can be referred directly to the Housing Ombudsman Service.

How to Make an Individual Information Request

Starting 1 April 2027, if you need specific information that is not already published in the scheme above, you can submit a formal STAIRs request. 

Rules for Requests:

  • Requests must be made in writing. 
  • You must provide a clear name and a return address (email or physical) so we can send the information to you.
  • You do not have to mention “STAIRs” or “information request” specifically for your request to be handled under this policy.
  • You can designate a trusted third party or representative to communicate with us on your behalf, provided you notify us of who they are.