What is STAIRs?
STAIRs stands for Social Tenant Access to Information Requirements.
It’s a new requirement from the Regulator of Social Housing to give residents clearer access to information about their landlord. This includes information about how we manage your home, deliver services, spend money, make decisions and perform as a landlord.
STAIRs is being introduced in two stages:
Stage 1: Publication scheme
From 1 October 2026, we must publish information about how we manage homes and deliver services. This is known as our Publication Scheme.
Much of this information is already available on our website. We have brought it together on this page, under the official STAIRs publication categories, to make it easier for you to find.
Stage 2: Information requests
From 1 April 2027, you will also be able to ask us for certain information that is not already published.
This could include information about areas such as rents and service charges, repairs, moving home, complaints and how we are performing. The information must relate to how we manage social housing, your home or the services we provide.
We will explain how to make a request before this part of STAIRs comes into force.
What you can find on this page
Use the sections below to find information about:
Governance and decision-making: organisational information, and how we’re run, make decisions and involve residents
Spending: how we manage and spend money
Housing stock management: how we manage, maintain and invest in our homes
Performance: how we’re performing and improving our services
Housing services: the services and support we provide
Lists and registers: key safety and compliance information
Social housing management: the policies, strategies and standards that guide our work
About STAIRs and this publication scheme
Find out more about STAIRs, how our publication scheme works and what to do if you cannot find the information you need
This page is our STAIRs publication scheme. It brings together information we already publish about how we manage homes and deliver services.
The information is organised under the seven official STAIRs publication classes:
- Governance and decision-making
- Spending
- Housing stock management
- Performance
- Housing services
- Lists and registers
- Social housing management
We will review this page regularly and update it when new information becomes available.
Quick stats
There’s lots more detail in the sections below. Here are just a few figures to give you a quick snapshot of how we’re doing in Q1 2026 (Apr-June 2026):
of homes have a valid stock condition survey
of homes meet Decent Homes Standard
fire risk assessment compliant
(of 223 homes inspected in Q1)
gas services completed
(4,656 homes in Q1)
electrical testing compliant
(of 1,035 homes in Q1)
overall customer satisfaction
satisfied with repair service
find emh easy to deal with
emergency repairs completed in target timescale
responsive repairs completed within target timescale
of stage 1 complaints responded to within timescales (with extension)
of stage 2 complaints responded to within timescales (with extension)
Governance and decision-making
How we’re run, who makes decisions and how residents influence our work
Find out more about who we are and what we do
In this section you'll find information about how we're run, our governance, and how we make decisions
Governing documents:
How residents help us improve
Spending
How we manage money and buy goods and services
This section explains how the income we receive is used to manage, maintain, and improve our homes and services.
Management of residents homes
How we manage, maintain, improve and invest in our homes
In this section you'll find information about how we look after, maintain and invest in the homes we own and manage.
Property condition information (see our Annual Report)
In our Annual report you will find details about number of homes that meet Decent Homes Standard.
Performance
How we're performing, what residents tell us and what we're doing to improve
We’re committed to providing safe, high‑quality homes and excellent services for our residents.
Our performance report includes lots of data such as EPC information, average relet time, tenant satisfaction measures and overall customer satisfaction.
Q1 2026 key performance information
We call things we've changed and improved following resident feedback 'You said, We listened'.
This feedback comes from surveys, consultations, focus groups, Facebook comments, complaints and of course conversations with our housing, maintenance and customer care teams.
What residents have told us and what we have changed as a result
Housing services
Information about the services we provide
Rental households: everything you need to know about renting your home including reporting a repair:
Information for rental residents
Leaseholders and shared owners: everything you need to manage your home:
Information for leaseholders and shared owners
Your neighbourhood: we’re here to make sure you have a safe, affordable home and a neighbourhood you can be proud of. Here’s how we support you:
Support and advice: find guidance on managing your finances, making your home safer and more accessible, protecting yourself and your loved ones from harm, or ensuring fire safety:
Customer voice: your thoughts, experiences, and feedback help shape the services we provide and the decisions we make. Find out how:
Lists and registers
Key safety information relating to the homes and services we manage
We’re committed to providing safe, high‑quality homes and excellent services for our residents.
Our Tenant Satisfaction Measure information report includes information held in registers required by law, including:
- gas safety registers
- fire safety risk assessments
- electrical safety (EICR) records
- Asbestos assessments
- legionella risk assessments
- lift safety assessments
Q1 2026 Tenant Satisfaction Measures information
Information about damp and mould cases is included in our key performance information report:
Social housing management
The policies and strategies that explain how we manage social housing, homes, tenancies and services
This section contains the policies and frameworks that explain how we deliver our housing services and support our residents.
Need help finding information?
If you need help finding, understanding or accessing any of this information, please contact us.
If you think information is missing
If you think we hold information that should be included in our STAIRs Publication Scheme, but you can't find it on this page, contact us and tell us what you're looking for.
Contact us at GRA-team@emh.co.uk
You can ask us to review whether the information should be published. We will normally complete our review within 30 calendar days of receiving your request. In some circumstances, we may need more time. If this happens, we will let you know.
If you're unhappy with the outcome of our review, you can refer the matter directly to the Housing Ombudsman.
Request information (from 1 April 2027)
From 1 April 2027, residents, or someone authorised to act on their behalf, will be able to request information relating to the management of their social housing.
Before making a request, please check the sections above, as the information you’re looking for may already be published on our website.
We’ll publish full details of how to submit a request before this part of STAIRs comes into force.