Social Tenants Access Information Requirements
We believe you should be able to understand how Plexus is run, how decisions are made and how we manage your home and services.
The Social Tenant Access to Information Requirements — known as STAIRs — give social housing tenants stronger rights to access information from their landlord.
What is STAIRs?
STAIRs is a government policy designed to make housing associations and other private registered providers more open and accountable to their tenants.
It will make it easier for you to:
- Find information about Plexus and the services we provide
- Understand how decisions affecting tenants and homes are made
- See how we are performing and spending money
- Request information about the management of our social housing
- Challenge us if you believe information has not been published or provided
Governance and decision-making
Read more about who we are and what we do here and how we are regulated here.
You can find out more about who leads our organisation and has overall responsibility for decision making and setting the future direction of Mears Living here and our Registered Provider Board.
For a full list of all our relevant policies, please click here.
You can read more here if you would like to give us feedback on your experience of our services. This could be a compliment if you have had a positive experience or you can make a complaint if you feel we have let you down.
It is vital that we give you opportunities to have your voice heard by letting us know what you think about our services and helping us to shape them for the future. You can find out more about getting involved here.
All the latest news and developments within Mears Living can be found here.
Spending
Information on our financial statements and Director’s report for our financial year can be found here.
Our homes
Our performance
It is important that we share with you how well we are performing so that you are confident in the quality of the service being delivered and you can challenge us where you think performance should be improved.
You can view the latest Tenant Satisfaction Measures results here which shows a positive upward trend to build on.
We also produce performance reports on a quarterly basis which you can find here.
Awaab’s Law came into effect at the end of October 2025 ensuring that all landlords attend to reports of hazards within a defined timescale along with carrying out relevant work. You can find out more about our performance in this here.
Our complaints process is designed to resolve your problems as quickly as possible and to learn from our mistakes. You can find out more about the process here and you can also read our Annual Complaints Performance Report and our self-assessment against the Housing Ombudsman’s Complaint Handling Code.
We don’t always get it right during this process and we have seen an increase in the number of complaints referred to the Housing Ombudsman for their review. You can read the outcome of those complaints reviews here.
You can find all the latest news and developments here.
Housing services
We are currently in the process of updating our resident handbook but all relevant information on the services we provide can be found here.
Lists and registers
The following information is available on request. Please contact your Housing Officer or you can email [email protected].
- Gas safety registers.
- Fire safety risk assessments (for communal and multi-occupied buildings).
- Electrical safety (EICR) records.
- Asbestos register (for communal areas of residential buildings).
- Water hygiene logs / legionella risk assessments (inspection logs and risk assessments for hot/cold water systems).
- Building safety performance documents and inspection outcomes.
Is STAIRs the same as a request for my personal information?
No. If you want a copy of personal information Mears Living holds about you, this will normally be handled as a subject access request under data-protection law rather than under STAIRs.
STAIRs does not override data-protection requirements. We will continue to protect personal, confidential and safeguarding information.
Need help?
If you have questions about STAIRs or need support to make a request, please contact your regional office.
Further information
Read the Government’s STAIRs policy statement or the Housing Ombudsman’s tenant support guide for more information.
When do the requirements begin?
The requirements come into effect in two stages.
From 1 October 2026
We must proactively publish certain information about how Plexus operates and manages its social housing.
You will also be able to ask us to review the information we publish if you believe something covered by STAIRs is missing.
From 1 April 2027
You will be able to make a written request for information we hold about the management of our social housing.
We must normally respond within 30 calendar days of receiving a valid request. If exceptional circumstances mean we need longer, we will explain why and tell you when you can expect a response.