What is STAIRs?

STAIRs is a new rule for social landlords like Fairoak.

STAIRs says tenants should be able to find information easily.

This includes information about:

  • their landlord
  • their home
  • housing services

The Government wants this information to be on our website before October 2026.

Sometimes we won’t be able to share all information. This might be because it includes personal information or information we must keep private by law. If this happens, we will explain why.

The place on our website where we share this information is called a publication scheme.

Our Publication Scheme is below.

We will add more information when the government tells us what we need to include. We will check this publication scheme regularly and update it when information changes or when new guidance is published.

From April 2027, tenants will be able to ask us for information about how their home and housing services are managed. We will explain how to do this before the new rule starts.

Fairoak’s STAIRs Publication Scheme

Governance and Decision Making

This section explains how Fairoak is run and how we make decisions

It also tells you how we use money to support tenants.

About Us

You can find out Who We Are here.

You can find out What We Do here.

Our Strategic Plan says what we want to do from 2025 to 2029.

You can find out about our staff here.

Organisational structure and governance arrangements

Fairoak is led by a Board. The Board help to make important decisions.

You can find out who is on our Board here.

Our governance arrangements are outlined here:

Tenant Involvement

We want tenants to tell us what they think. This helps us make our services better.

It also helps tenants check we are doing what we said we would do.

You can find information about how to get involved here.

Our tenant engagement strategy explains how we listen to tenants and involve tenants in improving homes and services.

You can find information about what we are doing in our newsletters.

We ask tenants for their views using surveys, case studies feedback forms, insight groups and consultations.

We use tenant feedback to help improve homes, services and the information we share.

Complaints

Our complaints process explains how you can make a complaint.

It also explains how we follow the Housing Ombudsman Complaint Handling Code.

Finance and Spending

This section explains how we use money to look after homes and services.

You can find information about our spending in our annual report to tenants and our financial statements.

Our procurement procedures explain how we buy goods and services in a fair and careful way.

When you live in a Fairoak home, you pay rent and a service charge. You can read more about rent and service charges here.

Housing Stock Management

This section explains how we look after, repair and improve our homes.

Fairoak keeps information about the homes we manage. This helps us plan repairs, safety checks and improvements.

This information may include:

  • how many homes we manage
  • the areas where our homes are
  • the types of homes we provide
  • how we check the condition of our homes
  • how we plan repairs and improvements
  • how we make sure homes are safe and well looked after

Our Strategic Plan says what we want to do from 2025 to 2029.

Our Asset Management Strategy says how we will look after our homes.

It explains how we will:

  • repair homes
  • keep homes safe
  • improve homes
  • plan work between 2026 and 2030

This helps make sure our homes are good places to live.

We also use:

  • our repairs policy
  • information from home checks
  • our yearly reports

These help us check that our homes meet the Decent Homes Standard.

The Decent Homes Standard is a set of rules to make sure homes are safe, warm and in good condition.

Housing Services

This section explains the services tenants receive from Fairoak.

It includes information about:

  • your tenancy
  • rent and service charges
  • repairs and maintenance
  • home safety
  • how to contact us

We want tenants to understand their home, their tenancy and the services we provide.

We share information in different ways, including:

  • our website
  • On social media
  • our Tenant Handbook
  • newsletters
  • posters
  • meetings and visits

If you need help to understand information, please tell us.

Lists and Registers

Keeping You Safe

We do safety checks to help keep tenants safe at home. Information available includes:

  • Gas safety
  • Electrical safety
  • Fire safety
  • Water hygiene and Legionella
  • Damp and mould
  • Repairs and maintenance responsibilities
  • Health and safety information for tenants

Performance

We want tenants to know how Fairoak is doing.

We share information about our services so tenants can see:

  • what is working well
  • what needs to get better
  • what we are doing to improve

This helps tenants ask questions and hold us to account.

Complaints

Complaints help us learn when something has gone wrong.

We publish complaints information so tenants can see how we respond and what we have learned.

This includes:

Tenant Satisfaction Measures

We ask tenants what they think about Fairoak by using the Tenant Satisfaction Measures. These are also called TSMs.

Because Fairoak is small, we publish our TSM results every 2 years.

You can read our latest TSM report here.

TSMs tell us about:

  • how happy tenants are with Fairoak
  • how well we repair homes
  • how we keep homes safe
  • how we listen to tenants
  • how we deal with complaints
  • how we look after shared areas

Newsletters

We want tenants to know what is happening at Fairoak.

Our newsletters share news, updates and information.

They tell tenants about homes, services, activities and events.

They also tell tenants about changes we are making and ways to get involved.

Social Housing Management

Our policies explain how we make decisions and provide services. Policies help make sure we are fair and follow the law.

We publish policies about housing management:

  • Repairs and maintenance
  • Complaints
  • Tenant engagement
  • Health and safety
  • Equality, diversity and inclusion
  • Tenancy management

You can read our published policies here.

If you cannot find the information you seek, or would like to make a further enquiry about our work and how we might help you or someone you support, then please get in touch.

Fairoak Housing Association
New Bowman Yard
155 Highgate
Kendal
Cumbria LA9 4EN

Telephone: 01539 720 082
Email: enquiries@fairoakhousing.co.uk