Social Tenant Access to Information Requirements

The Social Tenant Access to Information Requirements (STAIRs), introduces a new right for customers to access key information about us, how we make decisions that impact you, and how we manage your tenancy.

Find out more and view our STAIRs publication scheme below.

If you need this information in an alternative format, please email DPO@homegroup.org.uk or contact us.

Your rights under STAIRs

You can read more about your rights and our approach to STAIRs in our STAIRs policy.

We would welcome any feedback on our publication scheme, so please contact us if you have any suggestions.

If you have any concerns about our STAIRs publication scheme, including if you feel we have not published information that we should have, you can email DPO@homegroup.org.uk to request a review under our STAIRs review process.

We will have 30 days to review and respond to your request. If you are not satisfied with our response, you can ask the Housing Ombudsman Service to conduct a full investigation into your complaint if you refer this to them within three months from the date of our response.

From April 2027, you will be able to raise a request for specific information from us. We will update this webpage nearer the time with more guidance for you.

Governance and decision making

Governance and decision making is about how we run our organisation. This includes our organisational structure, our boards and committees, and our senior management teams. Governance covers a system of rules, frameworks and procedures that we must comply with when making decisions. This is to make sure that the processes we follow are fair and appropriate.

Information about governance and decision making

About us: information about our structure and the rules we use to make sure we do things fairly and focus on what is best for our customers (corporate).

Our group structure: these are the companies that make up Home Group (our legal structure) and this is how our Group is structured:

Image shows Home Group Structure Chart showing the reporting lines between each company within Home Group. Home Group Limited is the parent company, which oversees Home Group Scotland (a Charitable subsidiary with an independent board), Home Group Development Limited (a non-Charitable subsidiary), North Housing Limited (a non-Charitable subsidiary) and Home Group Repairs Partnership Limited (a non-Charitable subsidiary).

Our board: ensures that we deliver high-quality homes and services to our customers. They also make sure we comply with our legal and regulatory obligations.

Our Board are supported by six functional committees. They give assurance and oversight of specific functions.

Our Board generally meets six times a year (typically every other month). Our Board follows a set agenda when making decisions. You can find out more below:

Board calendar – when we’ve met in 2026 / 2027 and what’s coming up
2026 board agendas – this is what we’ve spoken about in our previous board meetings

Our executive team: are a group of experienced leaders who are responsible for driving the organisation forward, and who engage with the board on strategic issues. We also have dedicated regional directors in each of our regions who support both our executive team and the board.

Our decision-making processes: we have set procedures in place which govern how we make decisions. This includes:

Our Annual General Meetings (AGMs), which is a formal meeting between our board and our stakeholders
Our Governance Framework which sets out how we run our organisation
Our Governance Standards which set out the rules we have in place to run our organisation in a fair and appropriate way
We have Model Rules as a Registered Society under the Co-operative and Community Benefit Societies Act 2014: Home Group Limited FCA registered rules 2023

For all other governance rules and updates please see our governance page.

Customer consultation: at Home Group, customers do more than give feedback. They help shape our services and hold us to account. We have more information on how to get involved and on our engagement strategy on ways to get involved.

Our customer promise makes sure that you can hold us to account on the things that matter most to you. We publish a customer report every year where we review how we are performing for our customers and against our customer promise.

We publish relevant information we hold about significant customer engagement, involvement and consultation activities.

By significant, we mean activity that could lead to an important change to:

A policy or service
Customers’ homes or neighbourhoods
Key repairs and maintenance contractors
The costs customers pay

We may also publish information where there is strong customer interest or important learning to share. We initially aim to publish a summary every three months. We will share important updates sooner where needed and continue to ask customers what information they want to see, how it should look and how often it should be published.

Depending on the activity and the information we hold, we will publish relevant information such as:

Why the activity took place and what customers could influence
How customers were involved
Who was invited and whose views were represented
Relevant information, agendas, minutes or meeting notes
What customers told us
How we responded and reached our decision

Finance and spending

Finance and spending is about how we are funded, how we obtain money through rent and service charges, and how we spend money.

Information about finance and spending

How we manage our properties

This section provides more information about how we manage our properties. The properties we own are sometimes referred to as our “housing stock”. This section provides more detail about our strategies, plans and the management of our properties (rather than how we manage each individual home).

Information about managing our properties

How we are performing

Our performance data sets out how we are doing with managing your home.

Information about how we are performing

Our regulators

We are regulated by the Regulator of Social Housing. See details of our regulatory judgements and read about our regulatory standards.

The Housing Ombudsman are our independent adjudicator for complaints. They are responsible for setting out our complaints handling code and assessing how we handle complaints. You can view specific decisions made in relation to Home Group on their website.

Find out about our regulators in Scotland. The Care Quality Commission regulates our care and support services, you can see how we are doing via our CQC reports.

Performance reviews

We monitor our performance on an ongoing basis to ensure we are delivering the best service possible. We also have a risk management framework in place which governs how we are delivering our services. Assurance is obtained from our internal audit team who complete independent audits, and who are accountable to our Audit and Risk Committee, and from our external auditors who report directly to this committee. We also use external consultancy, to conduct reviews for management, as needed.

We also conduct performance reviews on specific areas, which may be completed by customer working groups. For our recent complaint performance reviews, please see:

Each year, we conduct an assessment against the Tenant Satisfaction Measures (TSM). Tenant Satisfaction Measures are a set of 22 measurements for housing associations like us. 10 of these measures are information that we already track in our organisation to make sure it is running smoothly and safely. The other 12 measures are based on customer research, to get your views on how we are performing in key areas.

See our most recent TSM results
We issue official media releases about the work we are doing. You can view our we our media releases by topic and region

Complaints

We don’t always get things right, and we know that’s frustrating for you. Making a formal complaint means we will investigate what’s gone wrong and sort it out. Read more about our complaints process. We also publish how we are performing in relation to our complaints (complaints in numbers), and the outcome of our complaints scrutiny panel annually.

You can see our specific Tenant Satisfaction Measure on the effective handling of complaints, which includes a breakdown of our survey results on a national and regional level.

Information requests

Under data protection law, we have a legal responsibility to keep your data safe and secure. All of our customers also have information rights over their personal data. For further information, please view our privacy notice. View how we are performing with information requests.

Health and safety

We have included further information about the health and safety measures we implement to keep you and your home safe below. We also have a dedicated health and safety team that supervise the safety of our customers, colleagues, contractors, and the public. Read more about our health and safety performance in respect of accidents and incidents.

Maintenance and repairs/damp and mould

Our maintenance and repairs service ensures that we keep our homes in good repair, and we know that getting repairs done right is really important to you. We have further guidance on our repairs service and our obligations under Awaab’s Law. Read more about our Tenant Satisfaction Measures results on repairs and maintenance.

We know that no one chooses to live somewhere that is damp or mouldy. Sometimes, damp and mould is due to an issue with your property that we need to fix, or there may be some simple steps you can take to manage it yourself, and prevent it coming back. We have support and guidance for our customers on our condensation, damp and mould page.

Evictions

When managing tenancies, eviction is always a last resort for us. We have further guidance about what eviction means, some of the common reasons for eviction and what to do if you receive an eviction notice on our understanding eviction page. View our performance data on evictions.

Signposting and guidance

We have lots of signposting and guidance available on our website to help answer any queries that you may have. This includes further information about our services, signposting and guidance on specific issues, and external sources of information and support.

Information about signposting and guidance

Important records and keeping you and your home safe

As a social landlord, there are certain records that we are required to keep by law. We have provided some further information about these records below.

Information about important records and keeping you and your home safe

By law, Home Group must inspect the gas appliances in your home every single year. This is part of our service to you. Read more about our gas safety procedures.

We carry out a range of fire safety checks on a regular basis. This includes testing fire alarm systems and sprinkler systems. This also includes fire risk assessments, to ensure we can keep your homes safe and improve the fire safety standards.

As part of our service to you, we’ll carry out a full electrical safety check in your home at least every five years. If you’re a new customer, we will complete your electrical safety check before you move in.

We have set procedures in place for dealing with asbestos and we maintain a record of properties that contain asbestos. You can find further information about our asbestos procedures and what to do if you suspect there is asbestos in your home.

Another way we keep you and your home safe and sound is through water safety procedures. Unsafe water systems may increase the risk of legionella or other bacteria.

All of the above measures help us keep you and your home safe. We also have dedicated building safety procedures for higher risk buildings which are 18 metres, or seven storeys, and above. These buildings are known as higher risk residential buildings, which we register with the Building Safety Regulator. We also have a dedicated customer engagement strategy for each of our higher risk buildings: Overarching Building Safety Resident Engagement Strategy June 2026.

Customers living in our higher-risk buildings have specific rights to access building safety information. These rights are provided through a separate legal framework. Because these arrangements have their own requirements about what information must be provided and when information may be withheld, requests for building safety information are managed through a dedicated process. Information about our approach to higher-risk building safety, together with details of how to request building safety information, can be found in our High risk building safety area.

Aids and adaptations are changes made to your home to make it easier for you to move around and do everyday tasks. To ensure that aids and adaptations suit your needs and are installed appropriately, we have set procedures we must follow before completing this work.

Policies

Our policies outline our approach to providing services and the standards people can expect from us are set out in our policies. View all of our transparency information.