Social Tenant Access to Information Requirements (STAIRs)

We want you to be able to see how Platform is run and how decisions about our homes and services are made. This section brings together information about our Board and leadership, our policies and strategies, and the ways customers can have a say and help shape our services.

• Find out more about Platform Housing Group, what we do and the communities we serve on the About Us page.
• The names and roles of our Executive Team and Board Members, together with information about our governance arrangements, are available on the Our Team page.
• You can also view our Our Board and Committee Structure and Our Group Structure.
• Our priorities and the strategies that guide our decisions and long-term plans are set out on the Our Strategies page.
• Our policies explain how we make decisions, manage our services and meet our responsibilities. You can find them on the Our Policies and Legal Statements page.
• Find out how customers can share their views, influence decisions and help improve our services on the Get Involved page.
• The Customer Voice Panel page explains how customers work with our Board and Executive Team and help us monitor our services and performance.
• The Scrutiny Panel page explains how customers independently review our services and make recommendations for improvement.
• See how customer feedback, surveys and consultations have influenced our decisions and services on the You Said - We Did page.
• Our complaints process explains how we receive, prioritise and respond to complaints and how we use feedback to improve our services. Find out more on the Complaints, Compliments and Comments page.

Information about customer consultations, including relevant updates, newsletters, meeting minutes and agendas, is shared directly with affected customers and published on the relevant pages where appropriate.

We want to be open about how we manage our money and make decisions about spending. Here you can find information about our finances, procurement, service charges and how we invest in our homes and services.

• Our annual financial statements, financial reporting and other corporate publications are available on the Reports and Publications page.
• The dates when our financial results are due to be published are shown on the Our Reporting Calendar page.
• Find out how we buy goods, works and services, including our procurement pipeline and upcoming opportunities, on the Welcome to Platform Procurement page.
• Our Group Procurement Policy explains our approach to procurement and can be found on the Our Policies and Legal Statements page.
• Find out what service charges and personal charges are, what they can cover and how they are calculated on the Service Charges and Personal Charges page.
• You can find all our customer-focused annual reports provide information about our services, performance and investment on the Our Publications page.

Looking after our homes and planning for their future is an important part of what we do. Here you can find information about how we maintain and improve our homes, assess their condition and invest in making them safer, more comfortable and energy efficient.

• Our Asset Management Strategy and Sustainability Strategy set out our longer-term plans for our homes and can be found on the Our Strategies page.
• Find out about planned improvements to homes, including kitchens, bathrooms, windows, doors and heating systems, on the Planned Maintenance to your home page.
• Information about our stock condition surveys, how we assess the condition of our homes and how this information is used to plan future investment can also be found on Planned Maintenance to your home.
• Find out how our repairs and maintenance services work on the Your Repairs page.
• Find out how we are improving existing homes to reduce energy use and carbon emissions on the Retrofit page.

We regularly measure how our services are performing and share the results so you can see how we are doing. This includes customer satisfaction, repairs, building safety, complaints and other measures, as well as information about where we need to improve.

• Our Tenant Satisfaction Measures, Platform Pledges and other performance information are available on the How we are doing page.
• Our latest Tenant Satisfaction Measure results include information about repairs, building safety, complaints and neighbourhood management. You can find these on the Our 2025-26 Performance page.
• Our current regulatory and financial ratings are available on the Our Ratings page.
• Our complaints process, Complaint Handling Code information and complaints performance reporting are available on the Complaints, Compliments and Comments page.
• Find out what customers have told us through complaints and what we have done in response on the Learning from Complaints page where you can also find a link to the full document.
• Our latest announcements and media releases are published on the News page.

Number of evictions

In 2025/26, Platform reported 145 evictions in our Statistical Data Return to the Regulator of Social Housing. For this return, an eviction means a tenancy that ended when a warrant of possession was carried out by court bailiffs.

We provide a range of services to help you manage your home and tenancy. Here you can find information and guidance about repairs, your tenancy, keeping your home safe, your neighbourhood and the support available to you.

• The Platform Customer Handbook brings together information and guidance about your home, tenancy and Platform services.
• Find out about managing your tenancy, paying rent and service charges, changes to your household and estate services on the Your Tenancy page.
• Information about reporting repairs, how our repairs service works and what to expect is available on the Your Repairs page.
• Find support with money, benefits, employment, energy costs, safeguarding and other issues on the Help and Support page.
• Find information about fire, gas, electrical, asbestos, water and other home safety matters on the Keeping you and your home safe page.
• Information about your neighbourhood, anti-social behaviour, community services and local activities is available on the Your Community page.

You can also use our Customer Portal to access and manage services relating to your home.

We keep a range of records and registers to help us manage our homes and services and meet our legal and safety responsibilities. Here you can find information from these records, including information about building and home safety, compliance and procurement.

• Published performance information about fire risk assessments, gas safety checks, asbestos management, Legionella assessments and lift safety checks is available on the Our 2025-26 Performance page.
• Find out about the safety checks and responsibilities that help keep our homes safe on the Keeping you and your home safe page.
• Our Building Safety, Electrical Safety, Fire Safety, Heating and Hot Water Safety, Health and Safety and Water Systems (Legionella) policies are available on the Our Policies and Legal Statements page.
• Information about our procurement pipeline and planned procurement activity is available on the Welcome to Platform Procurement page.
• Information about our Board Members and governance arrangements can be found on the Our Team page. A Board Member declaration of interest register is maintained by Platform and information about how to request access to it is also available on this page.

We keep records and registers to help us manage our homes and services and meet our legal and safety responsibilities.

Information about our safety and compliance performance can be found on the Our 2025-26 Performance page. 

You can also find relevant policies on the Our Policies and Legal Statements page.