Social Tenant Acces to Information Requirements (STAIRS)

What is STAIRS

This page explains your rights as a tenant of Park Properties Housing Association (PPHA) to access information about the management of your social housing, under the Social Tenant Access to Information Requirements (STAIRs).

This right to receive information applies to you if you are a social housing tenant of PPHA, including if you are a licensee or a shared owner who owns less than 100% of your home.

PPHA is committed to ensuring tenants can access information that is:

  • Accurate – correct, up to date, and consistent across all channels.
  • Accessible – available in formats and languages appropriate to individual tenant needs.
  • Timely – provided within published response and disclosure timeframes.
  • Transparent – clearly explaining decisions, processes, and rights.
  • Proactive – shared without requiring a tenant to request it where it materially affects them.

Key rights

  • From 1 October 2026 – The right to see information PPHA publishes proactively, without having to ask for it (our publication scheme).
  • From 1 April 2027 – The right to ask PPHA for other information about the management of your social housing (an information request).

 

Escalation procedure

If you believe information has been wrongly withheld from our publication scheme you can raise the issue directly with your Resident Services contact, and / or submit a formal complaint following our complaints policy.

If you remain dissatisfied, you can escalate the matter to the Housing Ombudsman, who will assess whether we acted fairly, followed the rules, and explained our decision clearly.

You can find out more about STAIRs on the gov.uk website here.

 

 

 

Complaints Policy

Our partners

Park Properties Housing Association (PPHA) is the landlord for our social and affordable housing. We work with a number of partners to deliver services to you:

 

HSPG

Hornsearle Property Group (HSPG) acts as PPHA’s managing agent, administering day-to-day compliance responsibilities, including administering the publication of information.

Find out more

Pinnacle

Pinnacle Group (Pinnacle) manages lettings, repairs and rent collection on our behalf.

Find out more

Block Managers look after communal areas such as lifts and gardens and are only engaged where HSPG is freeholder or by the freeholder in legacy leasehold blocks.

The Block Managers for each property are as follows:

– Block Buddy:
– Thorpe Park
– Hyson House
– Colby Ave
– Jennetts/Jay corner
– Corby Weldon / Airfield way
– Haverhill- Donovan way

Pinnacle:
– The Poppies
– Bishops Stortford
– Blaise Park
– Hospital Lane
– Limebrook
– Manston
– LydneyMillbook Place

Published key information

Governance and decision making

Tenants who wish to learn about our governance and decision making can explore our About Us page, or explore the below bullet points to find out more.

  • This section covers our organisational structure, who is responsible for decisions affecting you, and how you can get involved.
  • Our organisational structure and reporting lines between us and our partners can be found here.
  • Senior staff responsible for social housing management can be found here.
  • Our governance documents, including the Board’s terms of reference, the delegated authority matrices and the scheme of delegation can be found here.
  • Any decisions affecting tenants are addressed in the operational report and provided to the Board quarterly.
  • Any risks impacting tenants are reported to the Finance, Risk and Audit Committee (FRAC) quarterly in accordance with the risk map.
  • Delegated authorities for decisions are agreed and documented.
  • Day-to-day customer decisions are made by Property Managers and Senior Property Managers. Escalations are routed via the Housing Services Manager, and then to the Director of Housing and Support.
  • Our approach to tenant consultation is through our customer engagement strategy which is published in our customer annual report. We also have a complaints annual review.

Spending and financial information

This section covers how we spend grant funding and service charge revenue on managing and maintaining housing for you.

  • Our consolidated spending on social housing management and maintenance can be found here.
  • Records of grants received and how they have been applied can be found here.
  • Financial records are held by the Finance team, and can be found here.
  • Our sustainability reports can be found on our Impact page.

Here is a breakdown of our service charge revenue for FY 2026/27:

Housing stock management

This section covers our plans for maintaining and improving our homes, our progress towards net zero, and any stock transfers.

  • Our progress towards net zero and the environmental profile of our homes can be found here.
  • Information on stock transfers and affected properties can be found here.
  • Records of repairs, defects and conditions held by Pinnacle, one of our partners, can be found here.

As our current homes are new build, we do not yet hold planned maintenance programmes, EPC improvement plans, or major works records. These will be developed as part of our longer-term business plan and will be published here as soon as they are available.

Performance information

This section covers how we are performing against our targets and regulatory expectations, including complaints and safety data.

  • Our tenant satisfaction measures results are listed in the customer annual report.
  • Our complaints data, including volumes, categories, outcomes and timeliness are captured in the complaints log, which is available here.
  • Data on information requests received and how they were handled is available in the data protection log, which is available here.
  • Our health and safety performance, including gas safety, fire risk assessments, damp and mould data is available here.
  • Maintenance work volumes data is held by Pinnacle, one of our partners.
  • Our newsletters, customer annual report and media releases are available here.
  • We also issue media statements which are available here.
  • Full asset management and operational performance data is reported to the Board, and can be accessed here.

We are not currently within the Regulator of Social Housing’s formal inspection regime, which applies once a landlord holds 1,000 or more homes. However, our key service areas are audited quarterly and reported to our FRAC, and an independent auditor carries out a full annual finance audit reported to the Regulator of Social Housing. Once we exceed the 1,000-unit threshold, we will publish our inspection outcomes and regulatory ratings here.

Housing services

This section covers the services we provide to you and how to access them.

  • Descriptions of our housing services, including repairs, estate services and tenancy support can be found on the Affordable Housing page.
  • Tenant handbooks are produced by relevant schemes. The most recent tenant handbook has been produced by Trundley, and can be accessed here.
  • Services delivered on our behalf by Pinnacle or Block Managers (e.g. Block Buddy Ltd) are set out in our property management agreement and related contracts with them.
  • Housing services descriptions are kept up to date by our Director of Housing and Support: info@ppha.uk

Statutory lists and registers

This section covers the statutory registers we are required to hold in connection with social housing management.

Registers we are required to keep by law:

Other records we keep:

Our Director of Housing and Support and our Interim Head of Delivery are responsible for keeping these registers up to date.

These registers are held by HSPG.

If you would like a copy of a record relating to your own home, please contact us at info@ppha.uk

Social housing management policies and strategies

To understand our decision-making policies as well as our policies relating to the management of social housing, please visit our Policies page.

We also have a central policy register in place which is available in the publications section of our About page.