All about STAIRs: access to information
What is STAIRs?
STAIRs stands for Social Tenant Access to Information Requirements.
It is a government scheme that helps social housing customers find clear information about their landlord. It explains how Regenda Homes is run, how decisions are made and how we look after homes, neighbourhoods and services.
From 1 October 2026, we will publish information about how we manage our homes and services. From 1 April 2027, social housing customers and their representatives will also be able to make written requests for information.
Our publication scheme is organised into seven categories below:
- Governance and decision making
- Spending
- Housing stock management
- Performance
- Housing services
- Lists and registers
- Social housing management
We will review and update this information regularly. We may remove or withhold information where the law allows us to, for example to protect personal, confidential or commercially sensitive information.
Governance and decision making
Find out how Regenda Homes is governed, who makes decisions and how customers can influence our services.
About Regenda
Find out about Regenda Homes, our purpose, values and objectives . Regenda Homes is part of The Regenda Group.
Click here to find out about Regenda Homes.
Regenda Homes is part of The Regenda Group.
Our Group structure
Our Group structure shows how the different parts of The Regenda Group work together. Our Governance Manual explains our organisational and governance arrangements.
Click here to view our Group Structure
Information about our organisational and governance arrangements is also included in our Governance Manual.
Our Board
Our Board sets our direction and makes sure we provide safe, good-quality services for customers.
Click here to find out about our Board.
Expected standards of behaviour from our Board are summarised here:
Our committees
Our committees help the Board look at important areas in more detail and oversee our services.
Our Executive Team
Our Executive Team is responsible for the day-to-day running of the organisation and delivering the services and improvements customers expect.
How we make decisions
We are committed to open, accountable and transparent decision making. Our governance information explains how decisions are made and the documents that guide our work.
Customer consultation and involvement
There are many ways to share your views and help shape housing services. Our Customer Voice Strategy explains how we listen, involve customers and use feedback to improve.
Click here to find out how to get involved .
Click this link to read about our Customer Voice Strategy.
Our Belong newsletter keeps customers updated about our services, activities and opportunities to get involved.
Board papers
We will publish accessible summaries of Board and subcommittee meetings. These will explain the main discussions, decisions and actions about the management of social housing. Full minutes and supporting papers will not normally be published because they may include confidential, commercially sensitive, legally privileged or personal information.
Documents will be added when available.
Strategic decisions
We publish documents about major strategic decisions when it is appropriate to do so. There are currently no documents in this category. We will update this section if relevant information becomes available.
Spending
Find out how we manage money, collect rent, buy goods and services and deliver value for money.
Financial statements
Our financial statements explain our income, spending and use of grants and service-charge income.
Value for money
Our value-for-money information explains how we use our resources to provide services and achieve positive outcomes for customers.
Annual report
Our annual report provides a customer-friendly overview of our performance, achievements and areas for improvement.
Click here to read our annual report.
Customer statements and service charges
You can view your account statement and service-charge information through you customer portal, My Regenda Homes.
Click here to register or login to My Regenda Homes..
You can also find out more about service charges by clicking this link
Rent collection
We monitor the rent we collect and money owed by current and former customers. This helps us manage homes and continue investing in services. We publish rent collection and arrears information in our annual report.
Click here to view rent collection information .
Procurement, contracts and tenders
We are committed to being open and transparent about how we spend money.
We publish information about how we buy goods, works and services, including housing-management contracts valued at more than £500. This helps explain how we make purchasing decisions and achieve value for money.
Click here to read our Procurement Policy
Click this link to read our Procurement Process
Mergers and associated costs
We publish information about relevant mergers, associated costs and financial risks when we hold it and it is appropriate to publish. There were no merger-related transactions during the reporting period covered by this page.
Housing stock management
Find out how we plan for, invest in and maintain homes and neighbourhoods.
Corporate plans and objectives
Our Group Corporate Plan sets out what we want to achieve between 2026 and 2029.
Asset strategy
Our Asset Strategy covers how we manage and look after our homes. We want every home to be safe, warm, well-looked after, and energy efficient - a place you feel proud to live in.
Decent Homes
Our Asset Strategy covers how we manage and look after our homes. We want every home to be safe, warm, well-looked after, and energy efficient - a place you feel proud to live in.
Click here to read about Decent Homes on page 8 of our Asset Management Strategy
Planned investment
We use stock-condition surveys and our long-term business plan to decide where to invest in our homes.
This helps us keep homes in good condition, reduce repair costs, improve customer satisfaction and use our resources effectively.
To view our planned investment performance and find out more about our approach to investment you can read page 12 of our Asset Management Strategy.
Neighbourhoods
Our approach to neighbourhood management explains how we work to create safe, clean, welcoming and well-maintained neighbourhoods.
Click this link to read our Neighbourhood Management Policy.
Repairs and maintenance
We share information with our customers that explains what a repair is and how you can report a repair.
Click here to find out about repairs and how to report a repair.
We also publish our Repairs and Maintenance Policy. Our Repairs and Maintenance Policy explains:
- what repairs we are responsible for
- what customers are responsible for
- how to report a repair
- the service timescales you can expect
- how we will keep you informed
- how we support customers who need additional help or reasonable adjustments
Click this link to read our Repairs and Maintenance Policy.
To find out about our repairs performance you can read our annual report.
Environmental performance and net zero
Our Environmental, Social and Governance report explains how we are reducing our environmental impact, supporting communities and running the organisation responsibly. Energy efficiency information is also included in our annual report.
Click here to read our latest annual report.
Click this link to find out about our Environmental Strategy.
Social value
Our Environmental, Social and Governance report explains the environmental and social impact of our work.
Our value-for-money information also explains our approach to delivering value through the services we provide.
Click this link to read our Environmental, Social and Governance Report.
Click this link to find out about our approach to value for money.
Customer involvement
Your ideas and feedback help us improve homes and services. You can take part from home, attend in person or become more involved in reviewing services.
Click here to find out how to get involved.
Click this link to find out about our Customer Voice Strategy.
Stock profile and transfers
Our annual report includes information about the homes we manage, rent levels, lettings and sales, customer satisfaction, investment, stock-condition surveys, repairs and safety compliance. There were no relevant asset transfers during the reporting period covered by this page.
Property condition and improvements
Our annual report provides information about repairs, Decent Homes performance, investment, customer experience and service improvements.
Performance
Find out how our services are performing, what customers tell us and how external organisations assess our work.
Regulation and inspection outcomes
The Regulator of Social Housing assesses whether registered providers meet the required regulatory standards.
Click this link to read our latest regulatory judgement.
The Housing Ombudsman Service publishes decisions arising from its investigations.
Click this link to find out about Housing Ombudsman decisions.
Tenant Satisfaction Measures
Tenant Satisfaction Measures show how well social landlords are providing homes and services.
We use the results to understand customer experiences and identify where services need to improve.
Annual performance
Our annual report explains how we are performing across areas including complaints, tenant satisfaction, repairs and maintenance.
Complaints and service improvement
Our Customer Feedback Policy explains how we handle compliments, comments and complaints.
It describes how you can provide feedback, the standards we follow and how we make sure our services are accessible, fair and responsive.
Click this link to read our Customer Feedback Policy.
We publish information about our complaints performance and complete an annual self-assessment against the Housing Ombudsman’s Complaint Handling Code.
Click this link to view our complaints performance.
Click this link to read our complaints and service improvement report
Compensation and redress
We recognise that we sometimes make mistakes. When this happens, we will consider an appropriate remedy and whether compensation should be provided.
Click this link to read our Discretionary Compensation Policy.
We publish annual information about compensation and service improvement in our complaints reporting.
Click here to read our Complaints and Service Improvement Report
Health and safety performance
We publish information about our health and safety policies, governance and performance.
This may include compliance rates, completed inspections and assessments, significant outstanding actions and areas for improvement.
Your safety matters to us.
- Our ISO accreditation demonstrates our commitment to robust health and safety standards and continuous improvement.
- This year to date - we have completed 259 health and safety inspections with a compliance rate of 93%.
- 97% of staff have completed the required training year to date.
- We comply with RIDDOR requirements and maintain robust procedures for reporting and managing relevant workplace incidents, injuries and dangerous occurrences
Awaab’s Law
We are committed to meeting the requirements and response timescales that apply under Awaab’s Law.
Reported hazards are assessed promptly, prioritised according to risk and addressed within the relevant statutory timescales.
Click this link to view our performance in our annual report.
Evictions
Eviction is pursued only as a last resort, after reasonable steps have been taken to address the issues and sustain the tenancy where possible.
We publish the number of evictions and the reasons for them in our annual report.
Click this link to view eviction information in our annual report.
Information requests and data
You can find out how to make a information or subject access request (SAR) request under STAIRs here
In 2025/26 we received 48 subject access requests information requests and recorded nil data breaches within the year.
Can’t find the information you need?
From 1 April 2027, social housing customers and their representatives will be able to make written requests for recorded information about the management of their social housing. We will normally respond within 30 calendar days. In exceptional circumstances, this may take longer.
If you think information is missing
If you believe we hold information covered by this publication scheme but have not published it, you will be able to ask us to review this. We will normally complete the review within 30 calendar days. If you remain unhappy, you will be able to escalate the matter to the Housing Ombudsman.
Accessing your personal information
A subject access request is used when you want to access your own personal information. This is separate from a STAIRs request.
Send completed subject access requests to: dataprotection@regenda.org.uk
Contact us
If you need help finding information, making a request or accessing information in another format, please contact us.
Housing services
Find information, advice and guidance about your home and the services available to you.
Services for customers
Our website provides information about your home, tenancy and the services we provide.
Click this link to find information and services for Regenda Homes customers.
Repairs
We share information with our customers that explains what a repair is and how you can report a repair.
Click here to find out about repairs and how to report a repair.
We also publish our Repairs and Maintenance Policy. Our Repairs and Maintenance Policy explains:
- what repairs we are responsible for
- what customers are responsible for
- how to report a repair
- the service timescales you can expect
- how we will keep you informed
- how we support customers who need additional help or reasonable adjustments
Click this link to read our Repairs and Maintenance Policy.
To find out about our repairs performance you can read our annual report.
Policies
Our policies explain our responsibilities as your landlord, what you can expect from us and how we work to keep customers safe, supported and informed.
Strategies
Our strategies explain what we want to achieve and how we plan to improve homes, services and neighbourhoods.
Rents and service charges
Lists and registers
We publish summary safety and property-management information. We do not publish information that identifies individual customers. We may withhold property-level information if publishing it could create a safety, security or privacy risk.
Gas safety
All gas-safety work is carried out by appropriately registered Gas Safe engineers in line with legal and safety requirements.
Click here to read our Gas Safety Policy
|
Measure |
2024/25 |
2025/26 |
2026/27 |
|
Homes with gas |
9,641 |
9,547 |
9,539 |
|
Homes with a valid certificate |
9,641 |
9,547 |
9,539 |
|
Overdue |
0% |
0% |
0% |
|
Average days overdue |
0 |
0 |
0 |
|
First-time access rate |
Not reported |
68.6% |
72% |
Fire safety
Fire-risk assessments are completed for relevant properties and communal areas. Actions identified through assessments are monitored and addressed.
Click this link to read our Fire Management Policy
|
Measure |
2024/25 |
2025/26 |
April to August 2026/27 |
|
Buildings requiring a fire-risk assessment |
243 |
245 |
250 |
|
Buildings with a current assessment |
243 |
245 |
250 |
|
Assessments overdue |
0 |
0 |
0 |
|
High-priority actions completed on time |
Not reported |
100% |
100% |
|
Outstanding high-risk actions |
Not reported |
0 |
0 |
Electrical safety
Electrical Installation Condition Reports are completed at the required intervals to assess the safety of electrical installations.
Identified remedial work is monitored and addressed.
Click this link to read our Electrical Safety Policy
|
Measure |
2024/25 |
2025/26 |
April to August 2026/27 |
|
Homes requiring an EICR |
11,676 |
11,573 |
11,598 |
|
Homes with a current EICR |
11,524 |
11,540 |
11,581 |
|
Inspections overdue |
152 |
33 |
17 |
|
Remedial work completed on time |
100% |
100% |
100% |
|
First-time access rate |
Not reported |
65.7% |
69.9% |
Asbestos management
We maintain asbestos information for relevant properties and communal areas.
This information identifies known or presumed asbestos-containing materials and supports the safe management of asbestos risks.
Click this link to read our Asbestos Management Policy
|
Measure |
2024/25 |
2025/26 |
April to August 2026/27 |
|
Homes surveyed |
Not reported |
100% |
100% |
|
Properties or communal areas known to have asbestos |
267 |
336 |
339 |
|
Required re-inspections completed on time |
100% |
100% |
100% |
Water hygiene
Water-hygiene and Legionella risk assessments are completed for relevant buildings and communal areas.
Appropriate controls and remedial actions are monitored to manage risks.
Click this link to read our Water Hygiene Policy
|
Measure |
2024/25 |
2025/26 |
April to August 2026/27 |
|
Buildings requiring a Legionella assessment |
223 |
217 |
221 |
|
Buildings with a current assessment |
223 |
217 |
221 |
|
Assessments overdue |
0 |
0 |
0 |
|
Planned monitoring completed on time |
Not reported |
100% |
97.24% |
|
Outstanding high-priority actions |
Not reported |
0 |
0 |
Building safety
Building safety performance information, including relevant inspection outomes and actions arising (for buildings over 18meters), is monitored and maintained to support the safety of our buildings.
So far in 2026/27:
- Building safety inspections completed - 217
- Number of inspections completed in time - 217 (100%)
- Actions completed within target time - 100%
- Number of actions outstanding - 0
Click this link to find out about building safety at Regenda
Estate inspections
Estate/Neighbourhood inspections help us identify and resolve matters affecting the safety, condition and appearance of estates and communal areas.
Click this link to view our inspection programme.
Click this link to read our Neighbourhood Management Policy.
Aids and adaptations
We publish summary information about requests for aids and adaptations and work completed to support customers’ needs.
In 2025/26 we completed 410 adaptations within our homes. Most of these (246) were minor adaptations such as installation of grab rails in bathrooms or on stairs. 86 were major adaptations such as installation of hoists or wetrooms. The others were ‘project’ adaptations which require significant works and are often supported by grants from the Local Authority.
The average time to complete an aid and adaptation was 23.2days.
Damp and mould
We monitor reports of damp and mould, including inspections, work completed and completion times and share our performance in our annual report.
Click here to read our annual report.
Click here to read our Damp and Mould Policy
Social housing management
Find the policies and strategies that explain how we manage our homes and deliver housing services.
Our policies
View all published Regenda Homes policies, including policies about tenancies, repairs, property condition, neighbourhoods, complaints, compensation and customer support.
Our strategies
Our strategies explain our priorities for improving homes, services, neighbourhoods and customer involvement.
Requesting information under STAIRs
Can’t find the information you need?
From 1 April 2027, social housing customers and their representatives will be able to make written requests for recorded information about the management of their social housing.
We will normally respond within 30 calendar days. In exceptional circumstances, this may take longer.
To request information you can email: dataprotection@regenda.org.uk
If you think information is missing
If you believe we hold information covered by this publication scheme but have not published it, you will be able to ask us to review this by emailing: dataprotection@regenda.org.uk
We will normally complete the review within 30 calendar days. If you remain unhappy, you will be able to escalate the matter to the Housing Ombudsman.
To contact the housing ombudsman you can head to their website: Housing Ombudsman Service
Accessing your personal information
A subject access request is used when you want to access your own personal information. This is separate from a STAIRs request.
To complete a subject access request, please download and complete the form by clicking this link: Click here to download the Subject Access Request Form
Please send completed subject access request forms to: dataprotection@regenda.org.uk
Contact us
If you need help finding information, making a request or accessing information in a different format, please contact us.
Click this link to find out how to contact Regenda Homes.