Clients Careers

Social Tenant Access to Information Requirement Scheme (STAIRs)

Access to information for social housing residents about service and home management.

What is STAIRs?

The new UK Government standard: Social Tenant Access to Information Requirement (STAIRs) has been implemented to improve access to information for people living in social housing about how their homes and services are managed.

This requires social housing providers to publish information around repairs, health and safety, and reports on performance, and from April 2027, residents will be able to request information about their housing with a 30 day response period (similar to Freedom of Information requests).

This aims to improve accountability and transparency around decision making and performance.

Governance and decision making

You can learn more about our people and our governance structures on the links below.

Our leadership team

Read more about the people who lead our organisation, our Board of Trustees, and our Independent Committee Members.

Our governance

Find out more about how we’re regulated and our governing bodies.

Our policies

The full library of policies covering legal and statutory information about the structure and activities of St Mungo’s.

Complaints process

Information on how we handle complaints, process feedback and suggestions, and make improvements to our work and services.

Spending

You can learn more about our income and expenditure on the links below.

Our financial reports

Our financial statements provide an overview of our income and expenditure over the last year.

Our impact reports

Information around the services we fundraise for and the impact of our work.

Housing stock

Read more about how we manage our properties to ensure the
provision of a high quality resident experience, deliver value for money, improve our portfolio and our geographic footprint.

Our asset management strategy

Our Asset Management Strategy outlines how we will build on our track record of providing homes that are decent, safe, energy efficient, affordable and that can be adapted to meet the changing needs of our residents.

Our sustainability strategy

We have already made significant progress, including securing £3.5m in retrofitting funding as part of the Warm Homes Programme. We will build on our achievements through the Sustainability Reporting Standard that will enable us to measure and communicate the broader impact of our work.

Performance

Read more about how we manage our properties to ensure the
provision of a high quality resident experience, deliver value for money, improve our portfolio and our geographic footprint.

Our performance reports

At St Mungo’s, we are committed to being transparent, accountable and continually improving the services we provide. Measuring our performance helps us understand what we are doing well, where we need to improve, and how effectively we are supporting people to end homelessness and rebuild their lives.

Tenant Satisfaction Measures

Tenant Satisfaction Measures consider how well social housing providers are performing and how satisfied their tenants are.

Report to Residents

Our annual report contains the results of our internal client survey, and details about complaints handling, maintenance and involvement over the year.

Complaints review

Analysis of our complaints from the past year, how they were handled, and learnings from these issues can be found here.

Latest news

News about St Mungo's and the wider homelessness sector can be found on our media centre.

Housing services

Read more about how we manage our properties to ensure the
provision of a high quality resident experience, deliver value for money, improve our portfolio and our geographic footprint.

Our services

A list of all of our core services at St Mungo's

Lists and registers

Details about our organisation’s performance from the perspective of our regulatory bodies.

Regulator of social housing

Judgements of St Mungo's from the Regulator of Social Housing, currently rated C2 for Consumer Standards, V2 for Viability and G2 for Governance (Nov 2025).

Social housing management

Details about our organisation’s performance from the perspective of our regulatory bodies.

Our policies

The full library of policies including the management of social housing.