STAIRs

Social Tenant Access to Information Requirements (STAIRs) Publication Scheme

1. Statement of Intent

Willow Tree Housing Partnership is committed to openness, transparency and accountability. We recognise the importance of providing residents with access to information about how we operate, how decisions are made, how resources are used and how services are delivered.

This Publication Scheme sets out the information that Willow Tree Housing Partnership will proactively make available to residents and stakeholders in accordance with the requirements of the Social Tenant Access to Information Requirements (STAIRs).

Registered providers are required to publish specified information and maintain arrangements that enable tenants to access information about the management of their homes and housing services. 

2. Purpose

The purpose of this Publication Scheme is to:

  • Promote openness and transparency.
  • Enable residents to better understand how Willow Tree Housing Partnership is governed and managed.
  • Support tenant scrutiny and accountability.
  • Ensure compliance with the Social Tenant Access to Information Requirements (STAIRs).
  • Provide a clear framework for the publication and maintenance of information.
  • Improve trust and engagement between residents and the organisation.

3. Scope

This scheme applies to information relating to:

  • Governance and decision-making.
  • Organisational management.
  • Financial performance and expenditure.
  • Housing stock and assets.
  • Resident services.
  • Resident engagement and scrutiny.
  • Performance information.
  • Complaints and service improvements.

The scheme applies to all information held by Willow Tree Housing Partnership that falls within the publication requirements and is not exempt from disclosure.

4. Principles

Willow Tree Housing Partnership will ensure information is:

  • Published proactively wherever possible.
  • Easy to access and understand.
  • Available in appropriate formats.
  • Accurate and up to date.
  • Reviewed regularly.
  • Accessible to all residents.
  • Published in plain language.

5. Information Available Under the Publication Scheme

Class 1: Who We Are and What We Do

The following information will be available:

Governance

  • Rules of the organisation.
  • Board member profiles.
  • Board committee structure.
  • Governance framework.
  • Terms of reference for committees.
  • Board attendance records.
  • Annual governance statement.
  • Code of Conduct.

Management

  • Executive team structure.
  • Organisational structure chart.
  • Key responsibilities of senior leaders.
  • Contact information for departments.

Class 2: Financial Information

The following information will be published:

  • Annual financial statements.
  • Annual Report.
  • Value for Money Statement.
  • Auditor reports where applicable.
  • Regulatory Judgements.
  • Financial performance summaries.
  • Information relating to rents and service charges.

Class 3: Homes and Assets

Information relating to housing stock including:

  • Number and type of homes owned and managed.
  • Development programme information.
  • Asset management strategy summary.
  • Planned investment programmes.
  • Building safety information where appropriate.
  • Information relating to repairs and maintenance services.

Class 4: Policies and Procedures

The following key policies and procedures will be available:

Governance and Corporate

  • Data Governance Framework.
  • Complaints Policy.
  • Whistleblowing Policy.
  • Code of Conduct.
  • Equality, Diversity and Inclusion Policy.

Housing Management

  • Tenancy Policy.
  • Rent Policy.
  • Service Charge Policy.
  • Income and Recovery Policy.
  • Anti-Social Behaviour Policy.
  • Allocations and Lettings Policies.

Customer Services

  • Complaints Procedure.
  • Resident Engagement Strategy.
  • Tenant Scrutiny Arrangements.

Human Resources

  • DBS Policy.
  • Safeguarding Policies.
  • Recruitment Policies where appropriate.

Class 5: Performance Information

Residents will be able to access:

  • Tenant Satisfaction Measures.
  • Service performance reports.
  • Repairs performance data.
  • Complaints performance information.
  • Annual customer service performance reports.
  • Resident scrutiny outcomes.
  • Regulatory performance information.

Class 6: Resident Involvement

Information available will include:

  • Resident involvement opportunities.
  • Resident scrutiny arrangements.
  • Consultation outcomes.
  • Resident panel terms of reference.
  • Improvement actions arising from resident feedback.

6. Accessibility

Information will be made available through:

  • Willow Tree Housing Partnership website.
  • Email upon request.
  • Printed copies where appropriate.
  • Alternative formats including:
    • Large print.
    • Audio.
    • Translation services.
    • Accessible electronic formats.

Reasonable adjustments will be provided to ensure residents can access information.

7. Information Requests

Where information is not already published, residents may request information relating to the management of their social housing.
Requests should be submitted to:

Email: corporateservices@willowtreehousing.org.uk

Postal Address: Eastbridge House, Pill Road, Rooksbridge, Somerset, BS26 2TN

Willow Tree Housing Partnership will respond in accordance with applicable STAIRs requirements and published procedures.

8. Information That May Be Withheld

Information may be withheld where disclosure would:

  • Breach data protection legislation.
  • Reveal personal information.
  • Create health and safety risks.
  • Prejudice legal proceedings.
  • Disclose commercially sensitive information.
  • Conflict with statutory obligations.
  • Reveal information provided in confidence.

Any decision to withhold information will be considered on a case-by-case basis and recorded appropriately. STAIRs allows providers to withhold or redact information where it is reasonable and lawful to do so.

9. Monitoring and Review

Willow Tree Housing Partnership will:

  • Review the publication scheme annually.
  • Undertake periodic compliance audits.
  • Monitor resident feedback.
  • Update published information when significant changes occur.
  • Report compliance arrangements to the Board.

10. Related Documents

  • Social Tenant Access to Information Requirements Procedure
  • Data Governance Framework
  • Data Protection Policy
  • Complaints Policy
  • Resident Engagement Strategy
  • Records Management Policy
  • Information Retention Schedule