Social Tenant Access to Information Requirements (STAIRs)
The Social Tenant Access to Information Requirements (STAIRs) are a way for tenants to have access to information about how their homes and services are managed.
STAIRs applies to tenants of ‘Private Registered Providers’ of social housing, which includes Housing Associations, like Midland Heart.
Under the publication scheme, we will clearly list the types of information we hold about our services, regularly review and publish this information and ensure that this information is easy for our tenants to access. You will be able to access information about governance and how we make decisions, how we spend money from rents and grants, and our performance by clicking the links below.
The Government’s policy statement sets out the requirements that registered providers must meet relating to the sharing of information, as well as the circumstances in which they may withhold information.
Governance and decision making
To meet our team of Executive Board members and Non-Executive Directors, please click here.
To see our organisational structure, which includes the Executive Team and their Directors, please click here.
You can access information about our governance arrangements, our operating model, company structure and the role of our Board of Directors by clicking here.
All complaints matter to us and provide valuable feedback. You can access information about how we handle complaints at Midland Heart on our complaints page.
Our Complaints Performance and Service Improvement Report sets out our compliance with the Complaint Handling Code, our complaint handling performance and our key areas of focus for further service improvement.
Listening to our tenants is the best way for us to improve our services. This is why we've worked with tenants to create My Voice – our customer influence and accountability framework.
This includes 7 different areas where tenants can get involved and help shape our services:
- My Feedback
- My Area
- My Ideas
- My Scrutiny
- My Impact
- My Assurance
- My Team
You can read all our latest tenant scrutiny news here.
In our Tenant Annual Performance Report, you can see how we’re performing when it comes to the things that tenants told us are most important to them, and what we’re doing to make improvements based on these results and their feedback.
We share information on tenant consultations directly with residents affected. We will soon publish meeting summaries which set out the agenda and matters discussed at our tenant meeting minutes.
You can read all our latest tenant scrutiny news here.
Spending
You can find details about our spending, grants and use of service charge revenue in our financial statements. To access our latest Financial Statements, please click here.
You can access previous financial statements by clicking here.
For more information about our spending, please click here to see our latest Tenant Annual Performance Report.
You can access previous reports by clicking here.
Part of our corporate plan, Tenants at Heart, is Financial Resilience and Sustainable Growth, click here to learn more about it.
Please click here to read about how we plan to reinvest your rent. Our plans are all shaped by feedback you gave us about what’s most important to you, to help improve your home, your services and your experience with us.
Please click here to read our Procurement Policy which defines our approach to the procurement of Goods, Works & Services, ensuring we achieve value for money and an excellent tenant service, together with compliance with the Procurement Act 2023 and the Procurement Regulations 2024.
Please click here to review the findings of a tenant scrutiny project undertaken to review our approach to tenant involvement in the procurement and contract management of tenant facing services.
If you pay a service charge we'll always give you clear information to make sure you understand how we calculate your rent. For more information about services charges and other charges, please click here.
Our service charge revenue is included within our Financial Statements and we include what service charges are spent on in our Annual Performance Reports.
Housing stock management
To read all about our Corporate Plan 2025-2030; ‘Tenants at Heart’, please click here. This page contains information about our plan, our mission and values and our annual targets to achieve our plan.
Our Corporate Plan pillars are:
- One team working together for our tenants
- Financial Resilience and sustainable growth
- Homes that enable modern living
- Quality services and local impact
Click on the links below to see our:
While we've worked for many years to reduce our energy consumption, become more sustainable and limit our impact on the environment, it's clear that we need a new, more ambitious plan to meet the scale of the challenge we all now face.
Please click here to read more about our carbon reduction plan.
To see how we're progressing towards net zero, please click here to open our Environmental, Social and Governance Report 2024-25.
To see previous reports, click here.
Midland Heart, as it is today, began over 100 years ago. From a few homes in Birmingham to over 35,000 homes across the Midlands today, Midland Heart is the product of the mergers of several legacy organisations in the West Midlands as well as building its own homes. To read more information on these previous stock transfers and mergers, please click here.
Any future stock transfers will be featured in the Corporate News section here.
Performance
We are proud to have been awarded a G1 / V1 / C1 from the Regulator of Social Housing, and also hold an A1 Moody’s credit rating.
To find out more about our inspection outcomes and ratings, please click here.
We're really proud to be delivering some of our best ever performance and, most importantly, fantastic outcomes for our tenants.
To read more information about our performance, please click here, where you will be able to access performance reviews including TSM reports, our Financial Statements, tenancy and services reports and environmental, social & governance reports.
Coming soon
Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing for 2023/24. Twelve of these are connected to our tenant and leaseholder perceptions of the homes and services we provide, and 10 relate to our management information. Together these provide us with valuable insight on our performance as a landlord and what matters most to our tenants.
To access all of our TSM reports, please click here.
To read our latest corporate, investor and development news, please click here.
You can read all our latest tenant scrutiny news here.
You can access information about how we handle complaints at Midland Heart on our complaints page.
Our Complaints Performance and Service Improvement Report includes all key complaint metrics.
The Housing Ombudsman investigates disputes between tenants/leaseholders and social landlords and publishes their decisions on their website. The decisions are anonymised so residents’ names are not used, but landlords are named. Please click here to access the Housing Ombudsman website, enter ‘Midland Heart Limited’ in the Landlord name box and click ‘Apply Filters’.
From April 1 2027, tenants will be able to request information from Midland Heart. To find out more information about information requests, why we may refuse a request and how we will respond to requests, please click here.
This page will also include information relating to information requests and the responses that we have provided once the information request phase of STAIRs has gone live.
You can find information about health and safety at Midland Heart from the links below:
Click here to visit our repairs webpage to learn more about our maintenance work.
Our number of evictions are reported in our Annual Performance Report. Please click here to open our latest report, and click here to see reports from previous years.
Housing services
As a landlord, we must:
- Set your rent which is reasonable and offers good value for money
- Offer an effective repairs service
- Keep your home and any shared part of the building in a reasonable state of repair
- Give you the chance to have your say in the way we deliver our service
- Respect your privacy and the information held about you
- Investigate and respond to complaints
In addition to our responsibilities, we also offer support services. This may be support with finances, ASB or more personal issues. To find out more about our support services, please click here.
We offer a range of advice and guidance to our tenants:
- Please click here to view our support services
- Please click here for advice and guidance on how to find a new home
- Please click here for advice and guidance for when you move into your new home
- Please click here for advice and guidance articles on how to look after your home
Lists and registers
Click here for our Building Safety webpages
Building safety information for our in scope/high rise buildings can be found here:
The majority of our homes are let through Local Authorities’ choice-based lettings schemes. Please click here for information on how to find a new home. FAQs relating to finding a new home can be accessed here.
Prospective tenants can conduct a postcode search to find their Local Authority and apply for social housing on the Gov.UK website here.
All documents relating to social housing lettings collected through the Continuous Recording (CORE) system can be accessed here.
Social housing management
Our strategies relating to the management of our social housing are outlined in our Corporate Plan. To read all about our Corporate Plan 2025-2030; ‘Tenants at Heart’, please click here.
Other reports relating to our strategies can be found here.
