Ekaya | STAIRs – Social Tenant Access to Information Requirements

What is STAIRs?

STAIRs stands for the Social Tenant Access to Information Requirements. It is a new government standard designed to give social housing residents easier access to information about their home, landlord, and the services they receive.

For residents of private registered providers (PRPs), such as Ekaya, STAIRs promotes greater openness and transparency. It helps you understand how we make decisions, manage services, and perform as your landlord.

By making important information more accessible, STAIRs strengthens your ability to stay informed, ask questions, and hold us accountable for the services we provide.

Publication Scheme

Table of Contents

1. How We Make Decisions

1.1. Governance & Decision-Making

1.1.1. About Us
Who we are, what we do, and the values that guide our work as a social housing provider.
1.1.1.1. About Us
1.1.1.2. Mission & Values

1.1.2. Our Group Structure
How our organisation is set up, including any subsidiaries or partner bodies and how they work together.
1.1.2.1. EKAYA ORG CHART 210926
1.1.2.2. Happy Nursery Days | Tulse Hill

1.1.3. Our Board
The people responsible for overseeing the organisation, setting direction, and ensuring we meet our responsibilities.
1.1.3.1. The Board

1.1.4. Our Committees
The specialist groups that support the Board by focusing on areas like audit, risk, services, or finance.
1.1.4.1. A&R Cmte_ToR_v1
1.1.4.2. P&P Cmte_ToR_v2
1.1.4.3. R&G Cmte_ToR_v1

1.1.5. Our Executive/Staff Team
The senior leaders and staff who run day to day operations and deliver services to residents.
1.1.5.1. Senior Management Team

1.1.6. Our Decision-Making Processes
How key decisions are made, who is involved, and how we ensure transparency and accountability.
1.1.6.1. Ekaya Company Rules - NHF Model Rules 2015

1.1.7. Tenant Consultation Documents
Information we share with residents when we ask for feedback on proposed changes to services, policies, or housing plans.
1.1.7.1. Customer Involvement

2. How We’re Doing

2.1. Performance Information

2.1.1. Inspections Outcomes and Ratings
A clear summary of our regulatory inspection results, including ratings, key findings, and any required improvements. Helps tenants understand how well we are performing and where we are strengthening services.
2.1.1.1. Official Registers

2.1.2. Performance reviews and evaluation reports, internal/external audits
Independent and internal assessments of how effectively we run our organisation. Includes audit outcomes, recommendations, and the actions we are taking to improve governance, financial management, and service delivery
2.1.2.1. Performance

2.1.3. Health and Safety performance and assessments.
Our compliance with key safety requirements, including gas, electrical, fire, water hygiene, and lift safety. Shows inspection results, completion rates, and how we keep homes safe.
2.1.3.1. Official Registers

2.1.4. Tenant Satisfaction Measures/Annual reports to tenants
Results showing what tenants think about our services, including repairs, safety, communication, and neighbourhood management. Annual reports highlight achievements, challenges, and priorities for the year ahead.
2.1.4.1. Tenant Satisfaction Measures

2.1.5. Awaab’s law compliance
Reports on how quickly we respond to emergency and significant hazards, including damp and mould. Shows investigation times, make safe actions, and completion of remedial works in line with legal deadlines.
2.1.5.1. Official Registers Damp & Mould

2.1.6. Complaints handing, procedures and performance metrics; service standards.
How tenants can make a complaint, what they can expect from the process, and how we perform against our service standards. Includes response times, Ombudsman findings, and learning from complaints
2.1.6.1. EHA_Complaints Handling_Q1_2026-27
2.1.6.2. Make a Complaint

2.1.7. Compensation and Redress
Information on payments or remedies provided when services fall short. Highlights common issues, volumes, and how we use this learning to improve services.
2.1.7.1. EHA_Compensation Policy_2026

2.1.8. Number of Evictions
Annual figures on evictions, broken down by reason. Explains our prevention approach, support offered to tenants, and how we ensure eviction is used only as a last resort.
2.1.8.1. EHA_Number of Evictions_2025-26

2.1.9. Number of decants over a 12 month period
The number of households moved from their homes over the past year due to safety issues, major works, or emergencies. Explains reasons for decants, support provided, and how long households were displaced.
2.1.9.1. EHA_Number of Decants_2025-26

2.1.10. Information request / data breach data
Statistics on information requests and details of any data breaches. Explains how we respond, what actions we take, and how we protect personal information.
2.1.10.1. EHA_SAR & Data Breach Report_2025-26

2.1.11. Media releases
Official updates and announcements about our work, services, and community initiatives. This section provides timely information on major developments and responses to significant events.
2.1.11.1. Housing Heroes Awards 2024

3. Money & Spending

3.1. Spending & Financial Information

3.1.1. Audited Accounts
Our annual financial records reviewed by independent auditors to confirm they are accurate, transparent, and comply with all legal requirements.
3.1.1.1. Financial statements

3.1.2. Financial Statements & Regulations
Key documents that show our financial position, including what we earn, spend, own, and owe across the year
3.1.2.1. EHA_Financial Regulations_May 2026

3.1.3. Merger Related Transaction & Integration Costs
One off costs linked to merging organisations, such as legal work, consultancy, IT changes, and aligning staff, systems, and processes
3.1.3.1. EHA_The Brent Northwick Park Project_2026

3.1.4. Rent Collection
How we manage rent payments, support residents with arrears, and ensure income is collected fairly and on time
3.1.4.1. EHA_Rent Arrears Management Policy_2024
3.1.4.2. EHA_Rent Setting Policy 2023

3.1.5. Procurement Procedures
The rules we follow when buying goods and services to make sure purchasing is fair, competitive, and delivers value for money
3.1.5.1. EHA_Value for Money Policy_2023

3.1.6. Contracts and Tenders
How we invite suppliers to bid for work, assess their offers, award contracts, and monitor performance throughout delivery
3.1.6.1. EHA_List of Contractors_Q1 2026-27

4. Services We Provide

4.1. Service Descriptions

4.1.1. Description of Services
A simple overview of the services we provide for tenants, including repairs, housing management, safety checks, and support with day‑to‑day tenancy needs.
4.1.1.1. Service standard

4.1.2. Guidance for Tenants
Clear information to help tenants understand their rights and responsibilities, how to look after their home, and what to do if they need support or want to report a problem.
4.1.2.1. Your Rights and Responsibilities

4.1.3. Description of Advice
The types of advice we offer to help tenants, such as guidance on rent, benefits, repairs, safety, and how to resolve common housing issues.
4.1.3.1. Benefits & Advice

5. Homes & Buildings

5.1. Stock & Asset Management

5.1.1. Corporate Plans and Objectives
A simple overview of what the organisation is trying to achieve. This includes its long term goals, annual priorities, and the key actions it will take to improve services, homes, and financial stability.
5.1.1.1. EHA_Long Term Business Reporting_Q1 2026

5.1.2. Stock Profile and Transfers
A description of the homes the organisation owns or manages—types, numbers, and locations—and any recent or planned transfers of properties to or from other landlords.
5.1.2.1. EHA_Stock Profile Dashboard_2026

5.1.3. Stock/Asset Condition Data
The detailed technical information collected from surveys and inspections. This includes age of components, remaining lifespan, compliance data, and what future investment is needed to keep homes safe and in good condition.
5.1.3.1. EHA_Stock and Asset Condition Reporting_2026

5.1.4. Property Conditions
A summary of the general state of the homes, including issues found through inspections, levels of disrepair, and how well properties meet safety and quality standards.
5.1.4.1. EHA_General Condition of the Homes_2026_v2

5.1.5. Property Improvements
Information on upgrades being carried out or planned—such as new kitchens, bathrooms, heating systems, energy efficiency works, or safety improvements—and how these works will benefit residents.
5.1.5.1. EHA_Compliance and Property Safety Upgrades 2026

6. Housing Policies

6.1. Policies for the Management of Social Housing

6.1.1. Building Safety & Repairs Policies
These policies explain how the landlord keeps homes safe, well maintained, and compliant with legal standards. They cover responsibilities for inspecting buildings, managing risks (like fire, damp, mould, gas and electrical safety), responding to repair requests, setting repair timescales, and ensuring contractors work safely and professionally. They make clear what the landlord must do, what tenants must do, and how urgent issues are handled. (See the links)
6.1.1.1. EHA_Communal Area Management Policy_2024
6.1.1.2. EHA_Compensation Policy_2026
6.1.1.3. EHA_Damp and Mould Policy_2025
6.1.1.4. EHA_Fire Safety Policy_2026
6.1.1.5. EHA_Repairs and Maintenance Policy_2024
6.1.1.6. EHA_Water Safety Policy_2026

6.1.2. Relationship & Expected Behaviour Policies
These set out how tenants, staff, contractors, and visitors are expected to treat each other. They define respectful behaviour, anti social behaviour rules, harassment and abuse procedures, and how the landlord supports safe, positive relationships within homes and communities. They also explain how concerns are reported, how the landlord responds, and what actions may be taken if behaviour breaches expectation (See the links)
6.1.2.1. EHA_Anti-Social and Adverse Behaviour Guide
6.1.2.2. EHA_Anti-Social Behaviour (ASB) Policy_2025
6.1.2.3. EHA_Complaints Policy_2024
6.1.2.4. EHA_Customers That Pose a Risk Policy_2024
6.1.2.5. EHA_Data Protection Policy_2026
6.1.2.6. EHA_Domestic Violence and Abuse Policy_2025
6.1.2.7. EHA_Good Neighbourhood Agreement Policy_2025

6.1.3. Tenancy Agreements Policies
These describe the rules, rights, and responsibilities that come with holding a tenancy. They explain different tenancy types, rent obligations, succession rights, property use rules, conditions for ending a tenancy, and how breaches are managed. They help tenants understand what they can expect from the landlord and what the landlord expects from them throughout the tenancy (See the links)
6.1.3.1. EHA_Abandonment, Unauthorised Occupant, Squatting, and Sub-letting Policy_2025
6.1.3.2. EHA_Bribery, Fraud and Corruption Policy_2026
6.1.3.3. EHA_Decant Policy_2024
6.1.3.4. EHA_Homeowner Policy_2024
6.1.3.5. EHA_Recharge Policy_2023
6.1.3.6. EHA_Rent Arrears Management Policy_2024
6.1.3.7. EHA_Rent Setting Policy 2023
6.1.3.8. EHA_Running a Business from Home Policy_2024
6.1.3.9. EHA_Service Charge Policy_2026
6.1.3.10. EHA_Succession and Assignment Policy_2021
6.1.3.11. EHA_Ending Your Tenancy Leaflet
6.1.3.12. EHA_Void Management Policy_2025

7. Official Registers

7.1. Statutory Registers

7.1.1. Building Safety Performance Documents and Inspection Outcomes
Documents summarising how well buildings meet safety standards, including structural checks, fire door inspections, lift performance, and compliance with statutory duties.
7.1.1.1. EHA_Building Safety Dashboard_2026

7.1.2. Estate Inspection Monitoring
A report on the outcomes following regular estate walkabouts covering cleaning, grounds maintenance, lighting, waste management, and communal repairs.
7.1.2.1. EHA_Estate Inspection Monitoring Dashboard_2026

7.1.3. Damp and Mould Case Tracking Reports
Reports showing all damp and mould cases, response times, investigation outcomes, and progress on repairs. Highlights patterns, risks, and actions to prevent recurrence.
7.1.3.1. EHA_Damp and Mould Dashboard Reporting_Q1 2026

7.1.4. Electrical Safety (EICR) Records
Certificates and inspection logs confirming electrical installations are safe. Includes test dates, findings, required remedial work, and re‑inspection cycle
7.1.4.1. EHA_Electrical Safety (EICR) Records Dashboard_2026

7.1.5. Fire Safety Risk Assessments
Assessments identifying fire risks in buildings, what controls are in place, and what improvements are needed. Includes review dates, findings, and actions taken to keep residents safe.
7.1.5.1. EHA_Fire Safety Risk AssessmentsDashboard_2026

7.1.6. Gas Safety Registers
Records showing every home’s gas safety check, including dates, outcomes, and any follow‑up actions. Confirms appliances and pipework are safe and compliant with legal requirements
7.1.6.1. EHA_Gas Safety Registers Dashboard_2026

7.1.7. Water Hygiene Logs | Legionella Risk Assessments
Logs and risk assessments showing how water systems are monitored to prevent legionella. Includes testing results, flushing routines, and any remedial actions
7.1.7.1. EHA_Water Hygiene Logs & Legionella Risk Assessments Dashboard_2026

7.1.8. Asbestos Register
A record of where asbestos containing materials are located in buildings, their condition, and how they are managed. Helps ensure safe working practices and compliance with regulations.
7.1.8.1. EHA_Asbestos Dashboard Reporting_2026

8. Resident Hub

8.1. Resident Information Suite

8.1.1. Rent
Information about how rent is set, how to pay it, what to do if you’re struggling, and where to get support to keep your tenancy on track.
8.1.1.1. Rent

8.1.2. Report a Repair Online
A quick and easy way for tenants to tell us about a problem in their home, upload details, and request a repair at any time.
8.1.2.1. Report a Repair Online

8.1.3. Repairs
What repairs we are responsible for, what tenants must look after, how long different repairs should take, and what to expect from our contractors.
8.1.3.1. Repairs

8.1.4. Benefits & Advice
Guidance to help tenants access financial support, understand benefits, manage money, and get advice on housing related issues.
8.1.4.1. Benefits & Advice

8.1.5. Your Rights and Responsibilities
Clear information on what tenants can expect from us, what we expect from tenants, and how to work together to keep homes safe and well managed.
8.1.5.1. Your Rights and Responsibilities

8.1.6. Policies
A library of our key policies, explaining how we make decisions about housing, repairs, safety, rent, behaviour, and complaints.
8.1.6.1. Policies

8.1.7. Make a Complaint
How tenants can raise concerns, what happens after a complaint is made, how long responses take, and how issues are resolved fairly.
8.1.7.1. Make a Complaint

8.1.8. GDPR | DSAR Applications
Asks to know what personal data Ekaya holds about you, why it is used, who it is shared with, and how long it is kept
8.1.8.1. EHA_Data Protection Policy (SARs Privacy Notice)_July 2026
8.1.8.2. EHA_Data Protection Complaints Policy_July 2016

8.1.9. STAIRS | Information Request
How to request Social Housing Information specific to your tenancy that may not be available on the Ekaya Information Hub
8.1.9.1. EHA_Social Tenant Access to Information Requirements Policy_July 2026_final