STAIRs
STAIRS
STAIRs stands for Social Tenants Access to Information Requirement scheme. The UK Government introduced the scheme to enhance transparency for tenants of social housing providers such as HCHA.
The first milestone is the publication scheme, which sets out what we, as a landlord, should make readily accessible to our tenants.
On this page, we have set out where you can find all this useful information, by following the handy links.
If there’s information you think is missing, please let us know, and we can assess whether we can publish the details requested, or if this would come under phase two, information requests, which will be added to this page by the end of March 2027.
Governance and Decision Making
About HCHA and how we function
You can find out all about HCHA by visiting our About us page on our website. Here you will be able to find out about our history and our purpose.
You can also find information about our Board, the codes we adopt, and our governance arrangements.
There is also information on How we are Regulated
As we don’t have a group structure, there’s no organisational structure to share with you, however, you can find out how we are structured day to day by meeting Our Team
Our Policies
The policies that impact our tenants and the day to day running of HCHA can be found by visiting the Our Policies page.
Having your say & information sharing
We encourage our tenants to let us know how they are feeling, good or bad. You can find out how we handle Comments, Compliments and Complaints, as well as how you can Get Involved in shaping our services, and Giving us Feedback
We also publish our bi-annual TSM Report which shows how our tenants feel about being part of HCHA.
To keep our tenants informed, we publish Tenant Newsletters and regularly update the News section on our website.
Spending
You can find all the details on our spending, including how we use the income from rents and service charges in our financial statements
Some useful information on our finances can also be found in our Annual Report to Tenants
How we manage our homes
Our Fit for the Future strategy which was published in 2025 sets out our strategic aims in the coming years.
You can also find out about how our stock of around 500 properties in made up, by visiting the Our Properties section of our website
We are proud of the quality of the homes we provide, and you can find details on how we keep them safe, up to date and comfortable on the repairs and maintenance section of our website.
Our Policies section also contains all policies relating to our management of social housing.
Performance
As a small provider, with under 1000 homes, we aren’t inspected by the Regulator of Social Housing. To date, we also haven’t had any Ombudsman decisions regarding HCHA published.
We measure performance through our bi-annual TSM Report which helps us shape our services.
We also learn from our Comments, Compliments and Complaints, improving where we have not quite got it right, and growing those actions which have led to compliments.
Housing Services
Being small but complex means that we provide lots of different housing services, you can find out more by visiting the our properties section of the website.
Our tenants can find Information about their tenancy including lots of helpful guidance on our website, we also have a friendly team who are happy to help.
