Social Tenant Access to Information Requirements
STAIRs
This page explains your rights as a tenant of Archie Homes to access information about the management of your social housing, under the Social Tenant Access to Information Requirements (STAIRs).
What is STAIRs?
This right to receive information applies to you if you are a social housing tenant of Archie Homes, including if you are a licensee or a shared owner who owns less than 100% of your home.
Archie Homes is committed to making sure tenants can access information that is:
- Accurate: correct, up to date, and consistent across all channels.
- Accessible: available in formats and languages that suit each tenant’s needs.
- Timely: provided within our published response and disclosure timeframes.
- Transparent: clearly explaining decisions, processes and rights.
- Proactive: shared without you having to ask, where it materially affects you.
Your key rights
From
1 October 2026
The right to see information Archie Homes publishes proactively, without having to ask for it (our publication scheme).
From
1 April 2027
The right to ask Archie Homes for other information about the management of your social housing (an information request).
Escalation procedure
If you believe information has been wrongly withheld from our publication scheme, you can raise it directly with your Resident Services contact, and/or make a formal complaint under our complaints policy.
If you remain dissatisfied, you can escalate the matter to the Housing Ombudsman, who will assess whether we acted fairly, followed the rules and explained our decision clearly.
You can find out more about STAIRs on the GOV.UK website here.
Our partners
Archie Homes is the landlord for our social and affordable housing. We work with a number of partners to deliver services to you.
Sevet acts as Archie Homes’s managing agent, looking after day-to-day compliance responsibilities, including publishing information.
sevet.co
Pinnacle Group (Pinnacle) manages lettings, repairs and rent collection on our behalf.
pinnaclegroup.co.ukBlock Managers
Block Managers look after communal areas such as lifts and gardens. They are only engaged where Sevet is the freeholder, or by the freeholder in legacy leasehold blocks. The Block Managers for each property are:
Block Buddy
- Thorpe Park
- Hyson House
- Colby Ave
- Jennetts/Jay Corner
- Corby Weldon / Airfield Way
- Haverhill: Donovan Way
Pinnacle
- The Poppies
- Bishops Stortford
- Blaise Park
- Hospital Lane
- Limebrook
- Manston
- Lydney
- Millbook Place
Published key information
Choose a topic to see what we publish and where to find it.
Governance and decision making
Tenants who wish to learn about our governance and decision making can explore our About page, or the points below.
- Our organisational structure and reporting lines between us and our partners can be found here.
- Senior staff responsible for social housing management can be found here.
- Our governance documents, including the Board’s terms of reference, the delegated authority matrices and the scheme of delegation, can be found here.
- Any decisions affecting tenants are addressed in the operational report and provided to the Board quarterly.
- Any risks affecting tenants are reported to the Finance, Risk and Audit Committee (FRAC) quarterly, in line with the risk map.
- Delegated authorities for decisions are agreed and documented.
- Day-to-day customer decisions are made by Property Managers and Senior Property Managers. Escalations go to the Housing Services Manager, and then to the Director of Housing and Support.
- Our approach to tenant consultation is set out in our customer engagement strategy, published in our customer annual report. We also publish a complaints annual review.
Housing stock management
- Information on stock transfers and affected properties can be found here.
- Records of repairs, defects and conditions held by Pinnacle, one of our partners, can be found here.
As our current homes are new build, we do not yet hold planned maintenance programmes, EPC improvement plans or major works records. These will be developed as part of our longer-term business plan and published here as soon as they are available.
Performance information
- Our tenant satisfaction measures results are listed in the customer annual report.
- Our complaints data, including volumes, categories, outcomes and timeliness, is captured in the complaints log, which is available here.
- How we handle information requests is set out in our Data Protection Policy, which is available here.
- Our health and safety performance, including gas safety, fire risk assessments, and damp and mould data, is available here.
- Maintenance work volumes data is held by Pinnacle, one of our partners.
- Our latest newsletter, for Barrington Way, is available here. It was published when we were PPHA, so it carries our former name.
- Our latest customer annual report is available here. It was published when we were PPHA, so it carries our former name.
- Full asset management and operational performance data is reported to the Board, and can be accessed here.
We are not currently within the Regulator of Social Housing’s formal inspection regime, which applies once a landlord holds 1,000 or more homes. However, our key service areas are audited quarterly and reported to our FRAC, and an independent auditor carries out a full annual finance audit reported to the Regulator of Social Housing. Once we exceed the 1,000-home threshold, we will publish our inspection outcomes and regulatory ratings here.
Housing services
- Descriptions of our housing services, including repairs, estate services and tenancy support, can be found on our Tenants page.
- Tenant handbooks are produced for each scheme. The most recent, for Trundleys Road, can be accessed here. It was published when we were PPHA, so it carries our former name and some contact details may have changed. For up-to-date contacts, see our Contact page.
- Services delivered on our behalf by Pinnacle or Block Managers (for example Block Buddy Ltd) are set out in our property management agreement and related contracts with them.
- Housing services descriptions are kept up to date by our Director of Housing and Support: info@archiehousing.co.uk
Statutory lists and registers
Registers we keep by law
- Gas safety records
- Electrical safety records
- Fire safety records
- Register of interests
Other records we keep
- Management accounts records
- Property and tenancy records
- Newsletter: Wigeon Way
- Newsletter: Barrington Way
- Newsletter: Airfield Way
- Newsletter: Hyson House
- Complaints logs
- Damp and mould logs
- Data protection logs
Our Director of Housing and Support and our Interim Head of Delivery are responsible for keeping these registers up to date. The registers are held by Sevet.
If you would like a copy of a record relating to your own home, please contact us at info@archiehousing.co.uk.
Policies and strategies
To understand our decision-making policies, and our policies on the management of social housing, please visit our Policies.
We also have a central policy register, available in the policies section of our Ask Archie page.