Social Tenants Access to Information Requirements (STAIRs)

Have you ever wanted to search for information about your landlord or make a request for specific performance data or information? You can now do this through STAIRs. 

What is STAIRs? 

STAIRs stands for Social Tenants Access to Information Requirement scheme. It is a new standard introduced by the UK Government to enhance transparency for tenants of private sector social housing providers, such as Acis Group.  

STAIRs Publication Scheme 

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

You can find out everything you want to know about Acis Group under the About Us section of the website. You can also discover: 

  • Senior staff names and roles on Our Team page 

  • Our organisational structure can be viewed here <ADAM TO DESIGN THIS> 

  • Our governance arrangements our outlined on the Group Board and Committee pages LINK HERE <TO BE CREATED AS A PAGE ON THE WEBSITE> 

  • Our decision-making processes and policies <WHERE ARE THESE ON THE WEBSITE? WE NEED A POLICIES PAGE> 

We’ve developed Your Voice, our portal which enables customers to scrutinise, influence and shape our work. 

We share information on tenant consultations directly with residents affected, and these are generally published on the Your Voice platform. 

We publish details about our spending, grants and use of service charge revenue in our financial statements. These can be found in the Our Performance section of the website and is updated annually. 

Additionally, we also publish a more accessible and customer-friendly annual report that can be accessed online. 

Acis Group customers can also view their rent statements and any services charges via MyAcis – our customer-only app which enables customers to manage their tenancy with us. 

Our current Corporate Plan: Getting There Together 2030 sets out our strategy and priorities. The plan is available to download. 

Our vision to 2030 is to be there to support people when they need us. We’ll ensure we do this by Putting People First, and focusing on our priority areas: 

  • Home – creating spaces where people can thrive. 

  • Support – help for people across a range of challenges. 

  • Quality – embedding and exceeding service standards. 

You can find updates on our ongoing and completed maintenance projects on the following pages: 

  • Disrepair claims 

  • Condensation, damp and mould 

  • Planned investment programme 

You can read about our progress toward Net Zero on the Our Investment Plans page.  

Information about stock transfers can be found WHERE? DO WE NEED A TIMELINE FOR OUR ABOUT US PAGE?

We regularly publish updates on how we’re doing in the Our Performance pages of the website. 

Inspections outcomes: The Housing Ombudsman publish on their website decisions on any cases investigated. Also, our Regulator of Social Housing In-depth Assessment can be found here. <NEED THIS LINK> 

Ratings: We provide a range of education and skills services which are regulated by Ofsted: 

  • Riverside Training’s Ofsted report <DOES THIS EXIST?>

Performance reviews and evaluation reports: <DO WE PUBLISH THIS KIND OF STUFF? >

  • Moody’s Credit Opinion 

  • Fitch Credit Opinion 

  • Current regulatory rating 

  • Riverside Stock by Energy Performance Certificates (EPC) 

  • Value for money 

Tenant Satisfaction Measures (TSMs): the latest TSM data is published here and includes the following information: 

  • Overall satisfaction 

  • Keeping properties in good repair 

  • Maintaining building safety 

  • Respectful and helpful engagement 

  • Effective handling of complaints 

  • Responsible neighbourhood management 

Media releases: information produced by our media team are published in the News section of the website. 

Complaint metrics: See our complaints process page which includes the following complaints performance information: 

  • How to make complaints, our process and how to give feedback 

Information request data: we do not yet have any data to report 

Information request responses: we do not yet have any responses to publish, and are reviewing how we might share this information in future 

Health and safety performance and assessments: not currently available 

Maintenance work: not currently available 

Description of services: the About Us page describes all of our core services. 

Advice and guidance for tenants: the Your Home section of our website contains extensive advice, guidance and support for our residents.

Information held in registers required by law: Our XX pages contains building safety information for specific buildings <DO WE PUBLISH THIS? IF SO, WHERE?>. 

Other lists and registers relating to the management of social housing: the majority of our social homes are let through the local authority through choice based lettings schemes. These are listed by region on their relevant ‘Apply for Social Housing’ pages, or users can conduct a postcode search on the Gov UK website.

The Policies section on our website contains our decision making policies as well as our policies relating to the management of social housing. 

Information Requests

Under STAIRs you will also be able to request certain information on things like: 

  • Anti-social behaviour 

  • Complaints handling 

  • Procedures, and performance 

  • Health and safety 

  • Rent rates 

  • Property conditions, repairs and improvements to property 

  • Service charges 

  • Stock profile 

  • Energy efficiency information 

  • Estate management 

You can make a request using this form <NEED LINK>. Alternatively, you can request information through any other method of contacting us: