Access to information
We’re committed to transparency, openness and accountability in everything we do for our customers. We want to make it simple and easy for our tenants to find information about how we’re performing and how we make decisions.
We have a wide range of information available on our website and in our online Publications and News Library, including policies, performance information, and customer-facing reports.
The new Social Tenant Access to Information Requirements (STAIRs) sets out rules on what information we must share with the public and with our tenants.
What is STAIRs?
STAIRs stands for Social Tenant Access to Information Requirements scheme. It is about making it easier for social housing tenants to find and request information about their landlord. This includes information on how services are delivered, how decisions are made, and how performance is monitored.
As a Registered Provider of social housing, we are required to meet the Social Tenant Access to Information Requirements. We need to publish key documents on our website, respond reasonably to information requests, and provide information in clear, accessible formats wherever possible.
STAIRS will be introduced in two stages. Stage 1 covers the information we publish and stage 2 covers how we deal with information requests.
Publication Scheme
From 1 October 2026, we must have a publication scheme where we proactively publish information about our management of social housing. To help you see what’s available, the information we publish under each STAIRs category is linked here:
Governance and decision-making
About us, our values and our Corporate Objectives
Our Leadership Team and Board
Our Committees
- Our Audit, Risk and Assurance Committee
- Our Customer Colleague and Culture Committee
- Assets, Investments and Development Committee
Tenant Engagement and Tenant Topics
Our approach to complaints
Finance and Spending
We publish annual reports and financial statements. They can be found here:
Find out more about our rent setting, collection and service charges
Housing Stock Management
We publish information on how we look after your home, and manage damp and mould
Our neighbourhoods
Our Impact
At Two Rivers Housing, we’ve always been committed to reducing the impact we have on the environment, you can find more information about our journey to net-zero carbon
Performance
How we are performing
- Complaints reports and Housing Ombudsman self assessments
- Housing Ombudsman landlord performance reports
Tenant Satisfaction
Housing Services and Tenant Liaison
For more information about your tenancy, about us and the services we provide, we have a Tenant Handbook.
We also provide a wide range of services, advice and guidance for our tenants.
Social Housing Management
All our documents relating to our management of social housing can be found here.
Lists and Registers
If you live in a Two Rivers home, there may be an external management company who are responsible for the maintenance of shared spaces on the estate. You can find further information below
Information Requests
From 1 April 2027, current tenants (or someone acting for them) will also be able to request information on:
- Rent collection
- Rent rates
- Service charges for shared owners
- Occupancy rights
- Estate management, management of communal areas and boundary issues
- Property conditions, repairs, and improvements to property
- Anti-social behaviour
- Staffing and training
- Complaints handling, procedures and performance
- Compensation and redress
- Communication and customer service
We’ll provide details on how you can make an information request from us as soon as we can.
For more information on STAIRs visit Gov.uk
Can I make a Freedom of Information (FOI) request to Two Rivers Housing?
The Freedom of Information Act 2000 applies to public authorities. Two Rivers Housing is a Private Registered Provider not a public authority. This means the FOI act does not apply to us. However, the introduction of STAIRS does put new requirements on private social housing providers to make some types of information available to the public and our tenants.
Access to personal data
STAIRs does not cover personal data. If you want information about yourself, this must be requested through a Subject Access Request (SAR). More information can be found on here.
