Social Tenants Access to Information Requirement scheme (STAIRs)
STAIRs stands for Social Tenants Access to Information Requirements Scheme. It is a new government standard designed to improve transparency and ensure that customers and residents of social housing providers, have better access to information about their landlord and the services they provide.
The government has instructed all social housing providers to have a STAIRs Publication Scheme in place by October 2026. Steve Biko Housing Association's Publication Scheme can be viewed below. As further guidance and requirements are issued by the government, we will continue to review, update and enhance the information we publish to ensure the scheme remains comprehensive and up to date.
STAIRs Publication Scheme
The information required to publish in-line with STAIRs can already be found on Steve Biko Housing Associations website. For ease of navigation we have organised the information here under the STAIRs categories outlined below
Governance and Decision Making
Governance at Steve Biko Housing Association means ensuring the organisation operates effectively, responsibly with integrity and accountability This provides the frame work for making decision , managing recourses and delivering services that support our communities .
Find out everything you want to know about the organisation and our vision by visiting About Us
The Board of Directors provides strategic leadership and oversight to ensure Steve Biko Housing Association delivers its purpose and objectives. information on the board is available on Board Members page.
Our team delivers our strategic priorities and our day to day management of the organisation, read about them in Our Team.
Information on senior leadership remuneration is available in our Annual Report and Financial Statement
At Steve Biko Housing Association, we believe residents should have a meaningful voice in shaping the services they receive. We provide a range of opportunities for residents to get involved, share their views, and give feedback. Listening to our residents helps us improve our services and remain accountable to the communities we serve. More information can be found on our Tenant Engagement page.
We are committed to providing high-quality services, but we recognise that sometimes things may not go as planned. When this happens, we want to hear from you so that we can put things right and learn from your experience. Information about our complaints process and complaints policy can be found on our Complaints and Feedback page.
Spending
We publish information about our income, expenditure and use of resources on Our Performance page , which are updated annually.
Our most recent Annual Report provide an overview of our performance and achievements throughout the year.
Where applicable, service charges help cover the cost of services provided to residents and communal areas.
Residents can request information about their rent and service charge accounts by contacting us admin@stevebikoha.org or download the MyBiko App by following the link on Guide to Tenant Portal.
We are committed to delivering value for money and using our resources responsibly to benefit residents and communities.
Housing Stock Management
Our Business Plan sets out how we will deliver our vision and provide quality, affordable homes and services for the communities we serve. The plan has been developed with input from our Board, residents and colleagues.
Information about our vision, objectives and services can be found on our About Us page .
You can find information on our Repairs
Steve Biko Housing Association is committed to managing, maintaining and investing in our homes to maximise their value and ensure they continue to meet the needs of our residents and communities.
Performance
Steve Biko Housing Association is committed to transparency, accountability and continuously improving the services we provide. We regularly measure and monitor our performance, and publish our performance information here, including:
Complaints performance: read our Complaints Self-Assessment and the Governing Body Response. Further complaints performance information includes:
o Complaints Annual Performance and Service Improvement Report
o Housing Ombudsman Complaint Handling Code Self-Assessment
Tenant Satisfaction Measures (TSMs): the Regulator of Social Housing requires social landlords in England to report on the quality of the homes and services they provide. View Steve Biko Housing Association’s Tenant Satisfaction Measures, covering:
o Overall satisfaction with our services
o Keeping homes in good repair
o Ensuring homes and buildings are safe
o Treating residents with respect and providing helpful support
o Handling complaints effectively
News releases: read the latest updates in the News section.
Housing Ombudsman decisions: the Housing Ombudsman publishes decisions on investigated cases on its website. To find decisions about us, enter “Steve Biko Housing Association” in the landlord name field and select “Apply filters”
Housing Services
Service overview: Visit our About Us page to learn about Steve Biko Housing Association’s objectives and the core services we provide to support our tenants.
Our tenants are encouraged to get involved so that they can have an impact and influence in all our strategies and policies to improve our services to get involved head to our Tenant Engagement page or head over to the event calendar for our next event details
Advice and support: Contact us through the Feedback form on our website, and a member of our team will respond. You can also email admin@stevebikoha.org or call 0151 734 4933.
Rent statements and the MyBiko Tenant Portal: Use the MyBiko Tenant Portal to view and keep up to date with your rent statements. For instructions on accessing the portal and downloading the MyBiko app, visit the Guide to Your Tenant Portal page.
Lists & Registers
Social housing lists and registers: Most Steve Biko Housing Association homes are allocated in line with our Allocations Policy. To learn how to apply for one of our homes, visit our Find a Home page. You can also search for local housing options by postcode through Apply for council housing – GOV.UK. Residents of the Liverpool City Region can register with Property Pool Plus to look for affordable housing.
Social Housing Management
Policies and strategies relating to the management of our social housing can be found here Policies & Procedures
If you think information is missing
If you are an SBHA tenant and believe that we hold information which falls within our Publication Scheme but has not been made available, you can ask us to review this.
Please contact us and tell us what information you believe is missing. We will normally complete our review within 30 calendar days.
If you remain dissatisfied following our review, you can refer the matter to the Housing Ombudsman.
Information requests – from April 2027
From 1 April 2027, STAIRs will also enable tenants to make individual requests for information relating to the management of their social housing.
SBHA is developing its arrangements for handling these requests and will publish further information before these requirements come into effect.
We will keep our STAIRs Publication Scheme and the information within it under regular review.