Our office opening hours for our Western Way office are
10 am – 12 noon and 2.30 pm – 4.30pm.
Social Tenant Access to Information Requirements (STAIRs)
What is STAIRs
- From 1 October 2026, housing associations must proactively publish specified information through a publication scheme.
- From 1 April 2027, tenants and their representatives will have the right to request information relating to the management of their homes, subject to certain lawful exemptions.
Our publication scheme is organised into the seven STAIRs categories below:
- Governance and decision making
- Finance and Spending
- Housing stock management
- Performance
- Housing services and Tenant Liaison
- Lists and registers
- Social housing management
We will review and update the information regularly. We may remove or withhold information where there is a lawful and reasonable reason to do so, such as protecting personal, confidential or commercially sensitive information.
Publication Scheme
Most of the information we are required to publish under STAIRs is already available on our website.
This is the information we are required to publish, and in each table we have linked to where we already display this information.
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Executive Team and Board members
You can find information about how our organisation is set up, including our Board, Executive Team and named people responsible for key areas of compliance
Decision making processes and policies
You can find information about how we make decisions, the committees that oversee our work as well as who we are, what we do and the priorities that guide our work.
Our vision, values and Strategic Goals
Prioritisation of complaints and metrics
We are committed to handling complaints fairly, consistently and as quickly as possible. We assess each complaint carefully, taking account of the seriousness of the issue, any risks to residents and whether urgent action is needed.
- Make a Complaint, Give Feedback or a Compliment
- How we Deal with Complaints
- Self Assessment of Complaints
Information on tenant consultations
We consult residents on changes affecting their homes and services and explain how their feedback shapes our decisions.
Tenant meeting minutes and agendas
You can view meeting agendas and minutes to see what residents have discussed and the actions agreed.
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Spending, grants, use of service charge revenue.
You can find information about how we spend money and use service charge income in the reports below.
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Plans and maintenance work
We are improving our homes through planned investment and maintenance. You can also find information about our estate inspections below.Planned Investment ProgrammeProgress towards net zero
This page explains our vision for making homes more energy efficient by 2030 and our commitment to creating a greener, more sustainable future. It also outlines how we will deliver, monitor and report our progress.
Stock transfers
We have not undertaken any housing stock transfers. All properties within our portfolio remain under our management, ensuring continuity of service and tenancy terms for our residents
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Inspections outcomes, ratings, performance reviews, evaluation reports
You can view reports below on our performance, inspections and assessments against key standards.
Self assessment with the consumer standards
Tenant Satisfaction Measures
Tenant Satisfaction Measures show how residents feel about our services and how well we are performing.
Media releases
We do not currently have any media releases to publish. When media releases are issued, we will make them available on a dedicated webpage.
We publish all our good news stories in our resident newsletter.
Information request data
We will publish information following requests from 1 April 2027, when this requirement comes into effect. A dedicated webpage will be created for this information.
Health and safety performance and assessments
You can view information below about how we monitor and report on the health and safety of our homes and services.
Maintenance work
You can find information about the maintenance and improvement work we completed in our homes over the year.
Number of evictions
You can find information about the number of evictions carried out during the year in our Tenant Annual Report.
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Description of services, advice, and guidance for tenants
This is not an exhaustive list. The tabs at the top of our website, including “Your Tenancy”, “Your Home”, “Your Voice”, and “Your Community”, provide a wide range of information, advice, and guidance for tenants. -
Cornerstone’s Tenant Satisfaction Measures show 100% compliance with the building safety measures, providing assurance that all required safety checks were completed within the relevant timescales.
These measures cover
- Gas Safety Checks
- Fire Risk assessments
- Asbestos management
- Legionella risk assessment
- Communal passenger lift safety checks
From 26/27 the Tenant Satisfaction measures will cover Electrical Safety Measures, for which Cornerstone was 99.9% in 25/26
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Policies and strategies relating to the management of social housing
You can view the policies and strategies that guide how we manage our homes and deliver services to residents.
What information can I request?
STAIRS Frequently Asked Questions
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The Freedom of Information Act 2000 applies to public authorities. Cornerstone 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 Cornerstone to make some types of information available to the public and our tenants.
We will create a page on our website closer to April 1st 2027 with more information on how information requests can be made.
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STAIRs does not cover personal data. If you want information about yourself, this must be requested through a Subject Access Request (SAR). To request data about yourself email governance@cornerstonehousing.net.
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From 1 April 2027, current tenants (or someone acting for them) will also be able to request information on:
- Anti-social behaviour
- Complaints handling
- Procedures, and performance
- Health and safety
- Rent rates
- Property conditions, repairs and improvements to property
- Service charges
- Stock profile
- Energy efficiency information
- Estate management
If you need help finding information, making a request or accessing information in a different format, please contact us at mail@cornerstonehousing.net or call us on 01392 273462
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If you are unhappy with how we have handled a STAIRs information request, or with information we have published under the Social Tenant Access to Information Requirements (STAIRs), you can raise your concerns through our complaints process.
We will investigate your concerns and respond in line with our Complaints Policy. We aim to resolve complaints fairly, promptly and transparently, and will explain any actions we have taken as a result of our investigation.
You can make a complaint yourself, or you may nominate a designated representative to act on your behalf. If you would like someone else to represent you, you must let us know who they are so we can recognise them as your designated representative.
If you remain dissatisfied after we have completed our complaints process, you may be able to ask for a review and, where appropriate, refer the matter to the Housing Ombudsman in accordance with the STAIRs requirements.