Social Tenant Access to Information Requirements (STAIRs)
The Social Tenant Access to Information Requirements (STAIRs) are a way for tenants to have access to information about how their homes and services are managed.
STAIRs apply to tenants of ‘Private Registered Providers’ of social housing, which includes Housing Associations, like Nacro.
Under the publication scheme, we will list the types of information we hold about our services, regularly review and publish this information and ensure that this information is easy for our tenants to access.
The Government’s policy statement sets out the requirements that registered providers must meet relating to the sharing of information, as well as the circumstances in which they may withhold information.
Governance and decision making
To meet our team of Executive Board members and Non-Executive Directors, find out more here.
To see our organisational structure, which includes the Executive Team and their Directors, find out more here.
You can access information about our governance arrangements, our operating model, company structure and the role of our Board of Directors by clicking here.
Find out more about our policies here.
All complaints matter to us and provide valuable feedback. Find out more about how we handle complaints here.
Our Complaints Performance and Service Improvement Report sets out our compliance with the Complaint Handling Code, our complaint handling performance and our key areas of focus for further service improvement.
Listening to our tenants is the best way for us to improve our services. This is why we’ve worked with tenants to create Tenant Voice Group – a space for tenants to share their experiences, provide feedback on housing services, and work collaboratively with us to improve the homes and services we deliver. Find out more here.
Spending
Details about our spending and use of service charge revenue are in our financial statements. To access our latest Financial Statements, please click here.
If you pay a service charge we’ll always give you clear information to make sure you understand how we calculate your rent. You can find out more information about services charges and other charges here.
Nacro strategy
Our strategy has been created with one guiding principle – that we will not walk by and accept what is happening. We will help more people, and we will create real change.
Our five priorities for doing this will be:
- Valuing our people and distinctive culture
- Campaigning for change for the people we support
- Investing in the future of our services
- Embedding learning and improvement
- Building a sustainable organisation
Performance
Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing for 2023/24. Twelve of these are connected to our tenant perceptions of the homes and services we provide, and 10 relate to our management information. Together these provide us with valuable insight on our performance as a landlord and what matters most to our tenants.
To access all of our TSM reports, please click here.
From April 1 2027, tenants will be able to request information from Nacro.
You can find information about health and safety at Nacro in our annual report here.
Visit our repairs webpage to learn more about our maintenance work here.
Awaab’s Law is a landmark piece of UK legislation that requires social landlords to investigate and fix severe housing hazards such as damp, mould, and emergency repairs within strict, legally enforceable timeframes. It was introduced following the tragic 2020 death of two-year-old Awaab Ishak, who died due to prolonged exposure to mould in his family’s social housing flat.
Our damp and mould policy explains what you can expect from Nacro if you report damp or mould issues, find out more here.
Find out more about our latest media and publications here.
The total number of evictions from social housing properties between April 2025 and March 2026 is 38. This is not all the properties managed by Nacro, only those which meet the definition of social housing.
You can find information about our Environmental Impact Statement in our annual report here.
Housing services
As a landlord, we must:
- Set your rent which is reasonable and offers good value for money.
- Offer an effective repairs service.
- Keep your home and any shared part of the building in a reasonable state of repair.
- Give you the chance to have your say in the way we deliver our service.
- Respect your privacy and the information held about you.
- Investigate and respond to complaints.
In addition to our responsibilities, we also offer support services. This may be support with independent living skills, anti-social behaviour and safeguarding. More information about support you can expect is here.
We offer a range of advice and guidance to our tenants:
Nacro has the following building safety responsibilities in all of our homes, all of which is maintained in registers, required by law:
- Gas – we are legally required to maintain gas safety in our properties under Gas Safety Regulations and Awaab’s Law. This includes performing annual safety checks, servicing appliances, and swiftly resolving emergency gas hazards to protect our tenants’ welfare.
- Fire – we must ensure our properties and communal areas are safe from fire risks. Key responsibilities include completing regular Fire Risk Assessments (FRAs), installing smoke and carbon monoxide alarms, keeping escape routes clear, and promptly acting on emergency fire hazards.
- Water Hygiene – we are required to manage water hygiene, primarily by preventing Legionella bacteria and controlling scalding risks. We must assess water system risks, maintain safe temperatures, ensure water does not stagnate, and keep compliance records to meet Health and Safety Executive (HSE) and social housing regulations.
- Asbestos – we have a legal duty to safely manage asbestos in multi-occupancy communal areas and maintain a duty of care for the general safety of our tenants. We must manage asbestos in communal areas of our properties, such as stairways, corridors, lifts and communal gardens. We also have a duty to identify asbestos, keep records of this, monitor and manage asbestos in our homes.
- EICR – As a social landlord, we are legally required to ensure the electrical installations in our properties are inspected and tested by a qualified person at least every 5 years. Once tested, an Electrical Installation Condition Report (EICR) is provided.
You can read our compliance performance for 2025-2026 here.
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 Nacro data and will also be able to compare this to other registered providers by clicking here and opening the ‘Registered Providers Look Up Tool’.
Review request
You have the right to request a review of the information we have published, if you think there is something we should be reporting on but we are not. To do this, please email STAIRS@nacro.org.uk. We will respond within 30 working day.
If you are unhappy with the outcome of our review, you can escalate this to the Housing Ombudsman Service, who will look into how we have reviewed the information.