The Social Tenant Access to Information Requirements (STAIRs) is a new government scheme which gives social housing tenants and shared owners the right to access information about how their home and services are managed. STAIRs will also help you understand how Sovereign Network Group (SNG) and SW9 Community Housing work and hold us to account.
STAIRs is designed to make housing providers more open and transparent, so you can better understand how decisions are made about the services we provide and how we are performing.
SNG is the registered provider that is primarily responsible for complying with the requirements of STAIRs. As the managing agent for SNG, SW9 will provide all reasonable assistance to SNG in complying with the legislation.
As SNG is the registered provider, much of the information is published at the SNG level on SNG’s website. You can view SNG’s dedicated STAIRs webpage below.
You can view the government's full STAIRs policy by visiting the Gov.UK website which you can access below.
When is STAIRs coming into place and what will change?
The STAIRs scheme is being introduced in two stages:
Stage 1: From October 2026 - Making information more accessible
From October 2026, SNG and SW9 Community Housing will make important information about our services and how we manage homes easier to access through the websites of both SNG and SW9 Community Housing.
This includes information such as:
- how SNG and SW9 Community Housing are governed
- how money is allocated and spent
- how repairs, maintenance and building safety are managed
- how SNG and SW9 Community Housing are performing against our standards and commitments
Stage 2: From April 2027 - Requesting information from us
From April 2027, as a social housing tenant or shared owner, you will have the legal right to request certain information about your home and the services we provide. This is part of improving transparency and helping customers better understand how we operate.
You will be able to request information relating to your home or the services SNG and SW9 Community Housing provide.
Key points include:
- requests can be submitted in writing to SNG by using an online form or dedicated STAIRs email
- we will aim to provide a response to your request within 30 days
- if we are unable to share information, we will explain the reason
We are currently developing our process for handling STAIRs requests and will provide further details about how to submit a request closer to April 2027.
Stage 1 - The publication scheme
As part of STAIRs SNG and SW9 Community Housing will publish key information about how we manage your home and housing services.
A lot of this information is already available on our website, but we are currently bringing it together in one place to make it easier for you to find.
If the information you need is not available here, you can find further guidance on SNG's dedicated STAIRs page which you can access below.
Governance and Decision Making
Learn about how SW9 Community Housing works, who makes decisions and how customers can have a voice in what we do.
Our SW9 Community Housing Leadership Team
How decisions are made at SW9 Community Housing
How we manage complaints and feedback at SW9 Community Housing
How customers influence our services at SW9 Community Housing
Spending
Information about how SW9 Community Housing spends money to manage homes, deliver services and invest in our community.
How we spend money
Service Charges
Housing Stock Management at SW9 Community Housing
Find out how we look after, maintain and improve our homes, and how we are planning for the future.
Plans
Maintenance and improvements
Our progress towards Net Zero
Performance at SW9 Community Housing
Find information about our performance, customer satisfaction, complaints, safety and service improvements.
Service performance and reviews
Tenant Satisfaction Measures (TSMs)
News and updates
Complaints performance
Safety and compliance
- Keeping Our Residents Safe
- Fire Safety Information
- Damp and Mould Information
- Policies and Procedures
Repairs and maintenance
Housing Services at SW9 Community Housing
Find information about the housing services we provide, including advice, support and guidance for residents.
Advice and Guidance for Residents
Lists and Registers at SW9 Community Housing
Find information about our homes and buildings, including Fire Safety, Damp and Mould, Compliance and other relevant services.
Social Housing Management at SW9 Community Housing
Information about the way we manage homes, support residents and maintain safe and sustainable places to live.
How SNG and SW9 Community Housing will support you
We are improving how information about your home and our services is shared, making it easier to access the information you need.
We encourage you to take a look at SNG’s dedicated STAIRs webpage which contains more information about how SNG, as the person primarily responsible for complying with STAIRs, and on how SNG provides its services:
- the information we publish and where to find it
- how to request information from April 2027
- the ways you can contact us to make a request
Our goal is to be open, transparent and easy to understand.
We are here to help
We are always here to support you with information about your home and services.
If you need help with something in the meantime, you can call us on 0207 326 3700, visit us in person at our office at 6 Stockwell Park Walk, SW9 0FG, or online by using our Contact Us form.
Making a complaint
If you’d like to make a complaint about our publication scheme you can do so by emailing STAIRS.PS@sng.org.uk