Social tenant access to information requirements (STAIRs)

This is where you can find information relating to the management of the homes we provide, in line with the STAIRs publication scheme.  

STAIRS is an important part of a new regulatory framework that builds on the Regulator of Social Housing’s ‘Transparency, influence, and accountability’ consumer standard. 

Governance and decision making

Governance and decision making

Caption
Item Information
Senior staff names and roles
Organisation structure
Governance arrangements

Spending

Spending

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Item Information
Spending
Grants
Use of service charge revenue
Rent collection
Rent rates
Service charges for shared owners Varies per scheme. Contact us for information.
Compensation and redress

Performance

Performance

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Item Information
Inspection outcomes
Ratings
Performance reviews Annual Report 2023-2024
Evaluation reports  Reports 
Tenant Satisfaction Measures
Media releases
Complaint metrics
Information request responses We don't yet have any responses to publish, and are reviewing how we might share this information in future.
Health & Safety performance and assessments
Maintenance work
Number of evictions
Anti-social behaviour
Staffing and training
Complaints handling, procedures and performance
Communication and customer service
Data handling and privacy
Environmental and energy efficiency information

Social housing management

Social housing management

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Item Information
Policies relating to the management of social housing Policies and procedures

STAIRs information requests

If you’re a tenant living in one of the homes we provide (or a tenant’s representative), you can also request information if you can’t find what you’re looking for. Your request must be in writing.  

Once you make an information request, we’ll contact you within 30 days. There may be situations where we need extra time to respond, or in some cases, we may need to refuse the information request. For example, if it’s reasonable to withhold the information from disclosure, the applicant's identity can’t be established, or the meaning of the request isn't clear.  

To make an information request, please complete the following form. You can also email us at dpo@chp.org.uk to make a request or get help with your request. 

If you make an information request and you’re not satisfied with our response, you can open a complaint and go through our two-stage process. If you’re not happy with the outcome of our complaints process, you can escalate this to the Housing Ombudsman.