Social Tenant Access to Information Requirements (STAIRs)
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Social Tenant Access to Information Requirements (STAIRs)

Giving you easier access to information about your home and our services, so you can see how we’re doing and how we’re improving our services.

What is STAIRs?

Social Tenant Access to Information Requirements (STAIRs) is a new scheme that makes it easier for you to find out about your home, our services and how we’re doing. 

We’ve brought useful information together further down this page, so it’s clear and easy to find. You can also ask us if there’s something else you’d like to know.

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Find out more about STAIRs on GOV.UK

What we're doing

October 1st 2026

  • Publishing clear information about how we work, our homes, services, spending and performance, making it easier for you to find what you need.
  • Giving you information on how to contact us if you need more information or are looking for something else.

April 1st 2027

  • Letting customers submit formal information requests - this could be policies, plans and actions. We'll share more information about how to do this soon.

Most of the information that we're required to share under STAIRs is already available on our website or other platforms. 

But to make this easier for you to view, we've listed the key information and pages below. We've sorted it into the STAIRs classifications with links to the relevant pages. 

We'll regularly review and update what's published here to make sure you've always got access to the most up-to-date information. 

Who we are and how we make decisions

We've gathered the below so you can learn more about who we are, what we do and how we work.

Want to know about who our people are? 
Each individual's Declaration of Interest can be found by clicking on thier profiles.

Are you interested in how we make decisions?
This shows how we make sure our customers are involved in the work we're doing and the impact their input has.

We also have a Customer Influence Policy outlining how we involve our customers and why we need this perspective to continue improving our services.

How we spend our money to continue to improve our services 

How we're performing
Take a look at our service in numbers

You can find information about our 2025-26 performance figures, including customer complaints, rent arrears and building safety here. 

Our Customer annual report also covers rent spent to the £1 and our impact reporting. 
Our previous annual reports, along with our other key publications can be found here. 

This is all about how we manage our homes. You can find information about our future plans, sustainability and how we look after our homes and communities.

There's lots of information in our main corporate strategy: Better Futures 2024-27

Our Neighbourhood Management policy covers how we take care of and maintain our homes, neighbourhoods and communities. 

Want to know about how we're doing things sustainably?
When it comes to climate change, housing has a big role to play.

  • Take a look at our Sustainability pledge and what we aim to achieve by 2027. 

We regularly share and publish information about how we're performing and how well we're delivering our services.

You can read our 2025-26 Annual Report and Financial Statements to find out all about our significant milestones across the year.

Take a look at our Complaints Report to review our annual performance and service improvements. 

As well as the homes our customers live in, we also provide them with great advice, support and guidance.

The 'For Customers' section on our website offers a great range of information from rent support and neighbourhood issue right through to 'moving out' guidance. 

Account and money support

Repairs

Estates services

Home maintenance

Antisocial behaviour (ASB)

Complaints and customer involvement

News and customer updates

Other help and support

 

Where we're registered

B3Living is a registered housing provider and is listed on the Regulator of Social Housing website here. 

You can also find B3Living on the list of Registered providers of social housing on GOV.UK.

We're also registered with the FCA: Mutuals Public Register: B3 Living Limited

Performance reporting on safety Tenant Satifaction Measures

General safety information for our customers

We have an extensive list of Key policies and compliance covering things from safeguarding to complaints to pest control. 

Here are some of our key policies:

  • Adaptations policy
    • Outlines how we're providing adaptations for customers living with disabilities, medical conditions, or age-related needs.
  • Allocations policy
    • Covers Allocation, Direct Lets, Management Move, Mutual Exchanges and Tenancy Changes.
  • Anti-fraud Policy
    • How we prevent fraud and help our teams to recognise fraud and/or the potential for fraud.
  • Anti-social behaviour policy
    • How we're tackling anti-social behaviour and addressing its underlying causes within our estates, neighbourhood, or communities
  • Compensation policy
    • Highlights how we consider paying compensation to our customers where appropriate. 
  • Complaints policy
    • How we respond to customer feedback, including complaints, comments and compliments from customers.
  • Damp, Mould & Condensation Policy
    • Presents our commitment to providing safe and healthy living environments for all residents.
  • Domestic abuse policy
    • Highlights our approach to tackling domestic abuse within our communities and how we support those who ask for help and/or advice.
  • Income Management policy
    • How we effectively manage income and arrears and the overall approach we take payments, whilst making sure our customers keep their tenancies and meet their financial obligations to us.
  • Leasehold Management Policy
    • How we collect income from leasehold and shared ownership customers in the form of service charges. 
  • Neighbourhood Management policy
    • How we manage our neighbourhoods, how we involve local customers in planning and improvements, and partner with agencies to address safety, security and appearance of the environment.
  • Pest Control Policy
    • Outlines our approach to pest control, including when we will take action, what vermin we will treat and when this is the customer's responsibility.
  • Pets Policy
    • How we manage customer requests and how we monitor ongoing situations with pets at home. 
  • Planned Maintenance policy
    • How we manage, plan and deliver investment in our homes, through proactive, transparent maintenance in line with customer needs.
  • Responsive Repairs policy
    • We offer an efficient and reliable repairs service, supporting customers to live comfortably, providing safe, good quality homes and estates.
  • Safeguarding adults, young people & children policy
    • Highlights our zero tolerance approach to forms of abuse and how we work with statutory agencies to ensure the safety and wellbeing of our customers, and non-customers within the locality.
  • Safety in Communal Areas policy
    • How we protect the health and safety of our customers and the safety and security of all our properties and communal areas.
  • Shared ownership allocation policy
    • Outlines the process for the allocation of shared ownership homes.
  • Shared ownership surplus income policy
    • Outlines the principles for the calculation of surplus income for Shared ownership customers.
  • Temporary Rehousing of Customers Policy
    • How we deal with decants or temporary rehousing if the occasion arises.
  • Tenancy management policy
    • Gives information about tenancy management, including tenancy succession.