STAIRs, also known as Social Tenants Access to Information Requirements, is a new regulatory standard where social housing providers are required to publish information about its services and housing management
STAIRs gives you easier access to information about your home, your landlord and the services we provide. You can find our STAIRs Guide here.
Our publication scheme
We're required to publish information about our services and housing management through a STAIRs publication scheme. We've put all this information on this page to help you find what you are looking for.
We'll reguarly review the information published here to make sure it's up-to-date and accurate, and will add new information here when needed and whenever we think it may be useful and relevant for you.
The publication scheme is designed to:
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Make information easier to find
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Help you understand how your home and services are managed
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Show how we're perfoming and where we're improving
Who we are and what we do
This section contains information about who we are, how we make decisions and our vision and values
Who we are
- Find out more about us, how we are run and what we do
- Our vision and values can be found in our Strategic Business Plan
- Meet the team, including our executive and senior management team, as well as our board members.
How we're run
Our board and committees are responsible for setting our strategic direction and ensuring we provide excellent services to all of our residents and communities.
How we handle complaints
- Our Customer Complaints and Comments Policy explains how we handle complaints and how we remain compliant with the Housing Ombudsman’s Complaint Handling Code
- Our complaints process guide explains how to make a complaint and how complaints are prioritised.
How our residents are involved in the decision making process
- We work with residents to help shape our services and influence decisions that affect their homes and communities through resident scrutiny meetings and consultations
- Feedback from residents is published in our You Said, We Did reports.
Stay informed
You can read more about updates, news stories and development plans on the news section of our website or in our quarterly magazine InTouch.
Our spending
This section explains how we use our income to manage, maintain and improve homes and services for residents
- We publish information about how we spend money, service charges and grants in our financial statements and reports. Read our latest Annual Financial Statements and Development Expenditure Reports.
- Read more about how our rent and service charges are calculated
- Our Value for Money Strategy explains our priorities for spending and how we make sure money is used effectively
How we manage our homes
This section includes information about our plans for homes and neighbourhoods, repairs and maintenance, improvements to homes, and our progress towards net zero
- Our Environmental, Social and Governance (ESG) Reports shows our progress towards net zero, how we support communities and residents, and how we operate as a responsible and sustainable housing provider
- We have a major investment programme to maintain and improve our homes, carry out upgrades and refurbishments, and make more homes energy efficient
- Our Asset Management Strategy explains our long-term plans for investing in, maintaining and improving our homes
- Our Neighbourhood Plans explain the key issues affecting your area and the actions we are taking to make it a better place to live
How we're performing
This section includes information about our performance, service standards, resident satisfaction, complaints performance and how we're improving our services
- Our annual Tenant Satisfaction Measures (TSM) reports highlight our achievements over the year, how we have performed, how we have invested in homes and services, and the progress we have made against our priorities. This includes how we are perfoming against the TSMs set by the Regulator of Social Housing.
- PCH holds regulatory ratings of G1, V2 and C2. Read the Regulator of Social Housing's full report to learn more about these ratings
- Our performance reports show how well we're delivering services, including complaints handling, repairs and maintenance, building safety, neighbourhood services and lettings
- Our Service Standards set out what you can expect from us when we deliver services to residents
Services and support for residents
This section provides information about the services you can access, as well as the advice, guidance and support available to help you
- Our website contains information about the services available to residents, with everything you need to help manage your home and tenancy
- Our help and advice pages offer information and support to help you manage your tenancy, stay safe in your home and community, and find guidance on a range of topics
- Find can find out how to report a repair
Safety and compliance records
This section provides information about the safety records, inspections and registers we maintain to help manage and keep our homes safe
- Our quarterly performance reports show how we're performing across key service areas, including compliance with building safety and repairs
- Our annual TSM report provides a rounded view of how we are performing as a landlord
- Stay safe in your home by following our advice and tips on fire safety, building safety, asbestos, gas safety, legionella and pests
Our policies
You can find our policies in the downloads section on our website
Below are some of the policies that you may find particularly useful:
More information
Contact us
We’re committed to meeting our residents’ needs and satisfying our regulatory obligations.
If you require support in accessing or understanding the information published in this publication scheme, or if you have any suggestions, feedback or complaints about this publication scheme, please contact us at governance@plymouthcommunityhomes.co.uk.
If you're not happy with the information provided
If you think we have not published information that we hold under our publication scheme, you can ask us to review this.
Email us at governance@plymouthcommunityhomes.co.uk and request a review. We aim to respond to review requests within 30 calendar days. If you’re unhappy with our review outcome, you can then escalate this directly to the Housing Ombudsman.
Information requests
From 1 April 2027, tenants (including shared owners who own less than 100% equity in their property) and their nominated representatives will have the right to request information under STAIRs.
We'll provide details on how to make an information request under STAIRs before requests open on 1 April 2027.
Alternative formats
We are committed to making information accessible to all residents. If you need information in large print, audio, Braille or another format, please contact us at governance@plymouthcommunityhomes.co.uk.
