Social Tenant Access to Information Requirements (STAIRs)

Information about Platform Housing Group and how it operates can be found under the About Us section of the website, and we also share information on our Customer Involvement in the 'Get Involved' section.

• Names and roles of Senior leaders and Board Members can be found on the Our Team Page.
• Our organisational chart can be found here. It can also be found on the Our Team Page.
• Key information and meeting reports of Board and Customer meetings can be found on our Customer Voice Panel page.
• You can find more information on our Customer Consultations and methodology on our new You Said - We Did pages.
• Our decision making policies are available on the Our Policies page.
• Our Complaints Page explains how we prioritise complaints.

• We regularly publish how money is raised and used, including service charge breakdowns, grants, and contracts under the Quarterly Financial reporting, and annual reports sections of our Reports and Publications page.
• Our Reporting Calendar shows when you can expect to be able to view financial results.
• You can find details of all our major contracts and procurement summaries on our specific Procurement page.
• We also publish a more accessible Customer Annual Report which can be accessed online here.

• Planned repair/maintenance programmes;  
• Progress on retrofits or decarbonisation;  
• Stock condition surveys; 
• Proposals / records of stock transfers, acquisitions, disposals

We regularly share information on our performance in the How We Are Doing section of the website. 

This data was gathered through our management performance information and by our partners IFF Research who contacted a random sample of customers to complete a perception survey about key services that you receive.

We believe every complaint is an opportunity to improve, not just a problem to resolve, and we collect feedback from customers, reviewing each case, and make changes to improve our services. More information on how we learn from complaints can be found here.

We aim to provide effective guidance and support for all our customers. 

• You can see what services and support options are available on our Help and Support section of the website. 
• All customers have access to our Customer Digital Handbook, which shares direct links to guides, handbooks and documents that can help support their tenancy.
• On our Customer Strategies, Policies and Newsletters page, you will find our customer strategies and policies as well as your Customer Connect Newsletters and other useful documents.
• The Keeping you and your home safe page provides you with a collection of guides that help keep you and your home safe.

The Customer Policies section on our website contains our decision making policies as well as our policies relating to the management of our housing including allocations, tenancy, repairs and anti-social behaviour.