Access to information policy

Cross Keys Homes is committed to being open, transparent and accountable to residents. We recognise that access to information helps residents understand how their homes and services are managed, enables meaningful engagement, and supports trust and accountability between residents and their landlord. 

The Social Tenant Access to Information Requirements (STAIRs) have been introduced by the Government to improve transparency across the social housing sector and provide residents of private registered providers with greater access to information about the management of their homes and services. The requirements are being introduced in two phases, beginning with the publication of key organisational information and from April 2027 residents will have the right to request information that is not already publicly available.  

This policy explains how Cross Keys Homes will help residents access information and comply with the requirements of STAIRs, including our approach to publishing information, responding to information requests, conducting reviews, and learning from feedback. It also sets out our commitment to making information accessible, understandable and available in a way that supports residents to make informed decisions and hold us to account.  

We recognise that the STAIRs framework will continue to develop as the implementation of STAIRs progresses. This policy will therefore be reviewed regularly to ensure it remains aligned with legislative requirements, regulatory expectations and good practice across the housing sector. 

Cross Keys Homes is committed to being open, transparent and accountable to our residents. 

We believe residents should be able to understand how their homes and services are managed, how decisions are made, and how we perform as a landlord. The Social Tenant Access to Information Requirements (STAIRs) supports this commitment by providing residents with greater access to information about the management of their homes and communities. 

We will proactively publish information about our organisation, performance, spending and services through our STAIRs Publication Scheme and, from April 2027, provide eligible residents with the right to request information relating to the management of social housing. We will ensure information is accessible, easy to understand and provided fairly and consistently. 

We recognise that transparency is fundamental to building trust with residents. We will not only meet the requirements of STAIRs but will seek to provide information proactively wherever possible, reducing the need for residents to make individual information requests. 

This policy applies to information we hold relating to the management of our social housing or by organisations acting on our behalf.  

The Social Tenant Access to Information Requirements (STAIRs) are government requirements designed to improve transparency and accountability within the social housing sector. 

STAIRs gives social housing tenants of private registered landlords greater access to information about how their homes and services are managed. The requirements aim to help current residents understand how decisions are made, how money is spent, how services are performing and how landlords are meeting their responsibilities. 

STAIRs is being introduced in two phases: 

Phase 1: Publication Scheme 

From 1^st October 2026, housing associations must proactively publish information relating to the management their social housing including: 

Phase 2: Information Requests 

From April 2027, eligible residents will have the right to request information relating to the management of social housing that is not already publicly available. We will respond to requests within the timescales set out in the STAIRs requirements unless there is a lawful reason for withholding the information. 

Cross Keys Homes will maintain a STAIRs Publication Scheme on our website.  

The scheme will bring together information that residents may reasonably wish to access about the management of social housing and we will review the information regularly to ensure it remains accurate and up to date.  

Information will be published under the following categories.  

Governance and Decision-Making  

This includes information about: 

• Our purpose, vision and values. 
• Board and Committee structures. 
• Senior leadership responsibilities. 
• Governance arrangements. 
• Decision-making processes. 
• Key policies and procedures. 
• Resident engagement. 
• Complaints handling arrangements. 

Housing Stock Management  

This includes information about: 

• Asset management strategies. 
• Planned maintenance programmes. 
• Building safety information. 
• Repairs and maintenance services. 
• Investment in homes and neighbourhoods. 

From April 2027 eligible resident s can ask for information about how Cross Keys Homes manages social housing and delivers services.  

Information about how residents can submit a STAIRs request will be published before the commencement of the information request requirements in April 2027.   

Ahead of implementation, Cross Keys Homes will provide guidance explaining:

There may be circumstances where Cross Keys Homes cannot provide requested information.  

Information may be withheld where disclosure would:  

• Breach data protection legislation.
• Disclose personal information relating to another individual.
• Compromise health,  safety or security.
• Prejudice legal proceedings or attract legal privilege.
• Reveal commercially sensitive information.
• Conflict with another legal or regulatory obligation.
• Be otherwise unreasonable or inappropriate to  disclose .
• Where information cannot be provided, we will explain the reason for our decision unless doing so would itself be inappropriate or unlawful.  

Cross Keys Ho mes is committed to en suring th at its obligations under STAIRs are delivered fairly, c onsistently and transparently.  

From 1 st October 2026 , residents will be able to ask us to review the information we publish under our STAIRs publication scheme if they believe information is missing or is incorrect or if they are dissatisfied with our response.  

A review may be requested where a resident believes that :  

Requests for a review should be submitted to data@crosskeyshomes.co.uk .  

Cross Keys Homes will acknowledge and independently review the matter before providing a written outcome. The outcome will explain the decision reached, the reasons for that decision, and any actions that will be taken as a result.  

We aim to complete reviews within 30 calendar days of receiving the request. If additional time is required, we will inform the resident and explain the reasons for the delay.  

Where a resident remains dissatisfied following completion of the review, or where Cross Keys Homes has not responded within the applicable timescales, the matter may be referred to the Housing Ombudsman Service , which has responsibility for considering complaints relating to STAIRs. We will tell you how to do this when we respond to you.  

Cross Keys Homes will use learning from STAIRs reviews, complaints and Housing Ombudsman determinations to improve the information we publish and to strengthen our transparency arrangements on an ongoing basis.

The Executive Director of Corporate Services is responsible for this policy.  

We understand that some residents might have unique situations, such as medical conditions, disabilities, or preferences, which may require us to adjust how we provide our services. This commitment aligns with the Equality Act 2010. We also recognise that disabilities or other challenges can be hidden or temporary. We depend on residents or those supporting them to inform us about any additional needs they have, and to update us if these needs change, so we can respond accordingly.  

Here are some examples of how we might implement this policy:   

For further information please see our  Residents Preference Strategy