Introduced by the Regulator of Social Housing (RSH) the Social Tenants Access to Information Requirements scheme – or STAIRs – gives you the chance to find out more about Hexagon and how we manage your home.
What is STAIRs?
STAIRs is short for Social Tenants Access to Information Requirements scheme, which is a new requirement under the Transparency, Influence and Accountability standard introduced by the RSH to give you even more access to information we hold about how we manage your home, as well as how we perform as your landlord. STAIRs will be introduced in two phases, so here’s some key dates to remember:
As of 1 October 2026 all private registered providers of social housing across the country must proactively publish the available information they have relating to the management of social housing. This phase is called the Publication Scheme and gives you access to the information we hold about how we deliver our services.
From 1 April 2027 you will be able to make a direct request for information from us, your social landlord, about a number of things, including rent collection and rates, service charges, how we manage house moves and handle complaints. These are just examples of the information that’ll be available when the Information Requests phase launches, but you’ll be able to make requests for specific information relevant to you, your home and household
STAIRs Publication Scheme
To make things easier, we’ve put everything we publish as part of our STAIRs publication scheme in one place, right here:
Governance and decision making
About Us
Find out more about Hexagon on our About Us pages. This includes our Mission and Values, our Group Structure, and our Board and Committee structure.
Our Board Members
Find our more about our Board Members, Board Diversity, and Register of Interests here: Our People
Our Executive Team
Find out more about our Executive Team here: Executive Team
Our Financial Statements
Read our Financial Statements to find out more about our:
Resident Consultation
Find out more about our Resident Engagement Strategy and ways of getting involved here: Get Involved
You can read more about how resident consultation is shaping our services in our Home News resident newsletter.
Decision Making
Information on our decision-making processes and policies can be found on our Policies Page. You can also read our Corporate Plan and Stratgies:
Spending
- Every year, we publish our audited Financial accounts which can be found on our Publications Page.
- Our Annual Report provides an overview of how we’ve invested in our homes and communities, along with key achievements, service improvements and performance information from the previous year.
- More information about rent management and service charges can also be found on our website, but if you have a specific question about your rent, please contact us directly.
Housing stock management
You can find lots of information on our approach to managing your property on the My Home pages.
For more information, you can read our Policies under the Repairs and Property Safety headings.
You can also read our Asset Management Strategy and Property Safety Strategy.
Our Annual Report also provides information on investment in our homes and our repairs and maintenance works carried out and our progress towards net zero.
Performance
The Regulator of Social Housing independently assesses how well we are governed, managed and delivering services for our customers. You can view our latest regulatory judgments and assessments here.
You can read the decisions the Housing Ombudsman has published about Hexagon by searching for Hexagon on the Housing Ombudsman’s Decisions page.
Our Annual Report provides information on how we are performing.
Our Annual Complaint Performance and Service improvement report provides information on how we are managing complaints, as well as our Self-Assessment against the Housing Ombudsman Complaint Handling Code. You can read these on our Complaints page.
Our Tenant Satisfaction Measures (TSMs) are key to monitoring how well we are doing at providing good quality homes and services to our customers. You can view our latest report on the TSM page.
Our Home News newsletter helps keep residents informed about the work we’re doing, including service improvements, community investment, customer engagement activities and other important updates. We also publish News updates on our website.
You can find information on Procurement which meet the thresholds of the Procurement Act 2023 on the government’s Find a Tender page.
The Regulator of Social Housing has a tool that allows you to search for registered providers and compare data on their housing stock and rents. You will find Hexagon data and will also be able to compare this to other registered providers by clicking here and opening the ‘Registered Providers Look Up Tool’ in the relevant year.
We are required to report to the Regulator of Social Housing on a quarterly basis, details of fire safety assessments, life critical fire safety risks and the progress of remediation programmes, for all buildings buildings of 11 metres tall or higher. You can access findings of the quarterly reports, including the data submitted by Hexagon by clicking here. You can download the ‘Dataset’ and filter the Landlord to Hexagon Housing Association Limited.
Housing services and social housing management
Information about our services, and the standards that you can expect can be found by visiting our Residents pages and reading our Policies.
Residents can access a range of support, advice and guidance to help sustain their tenancy. Find out more by visiting our How We Can Support You pages.
For information about our Leasehold and Shared Ownership homes, head to our Leaseholders and Shared Owners pages.
Lists and registers
We are reviewing the registers required by law and other lists and registers relating to the management of social housing. Any lists and registers we publish under our STAIRs publication scheme, which are not already publish elsewhere (i.e. within our Financial Statements), will be listed and published here.
Our TSM publication and Regulatory returns include key building safety datasets which we have included under the “Performance” section on this page.
You can use our ReciteMe accessibility tool to access a wide range of accessibility functions, including language translation. Just press the red circle icon in the top right hand corner of the screen. If you need any information in our Publication Scheme in another accessible format please contact us on: STAIRS@hexagon.org.uk
We aim to be open and transparent, and we hope our STAIRs Publication Scheme helps you to understand and scrutinise how we manage our social housing.
We are only required to publish information we already hold, and there are a few situations in which it would not be appropriate for us to publish information. But if you think something is missing from our Publication Scheme that should be published under the STAIRs requirements, you can submit a STAIRs Review to STAIRS@hexagon.org.uk.We aim to respond to your STAIRs Review within 30 calendar days, and we will let you know if we agree to publish the information or our reasons for not publishing it.
If you are not happy with our response to your review request, you are able to escalate this directly to the Housing Ombudsman.
You can ask someone to be your representative and submit a STAIRs Review for you, we will just need to confirm this arrangement with you.
STAIRs Information Requests
From 1 April 2027, you’ll be able to request specific information on a number of things, such as:
- Anti-social behaviour (ASB)
- Complaints handling
- Procedures and performance
- Health and safety
- Rent rates
- Property conditions, repairs and improvements to your home
- Service charges
- Stock profile
- Energy efficiency information
- Estate management
You will be able to submit a STAIRs request from 1 April 2027. We’ll update this page with details on how you can do so in the coming months.
If you have any feedback about this STAIRs page please email STAIRS@hexagon.org.uk