STAIRs

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.

Governance and decision making

Senior staff names and roles

To meet our team of Executive Board members and Non-Executive Directors, please click here.

Organisational structure

To see our organisational structure, which includes the Executive Team and their Directors, please click here.

Governance arrangements

You can access information about our governance arrangements, our operating model, company structure and the role of our Board of Directors by clicking here.

Decision making processes and policies

Click here to see all of our policies.

Prioritisation of complaints

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.

Information on tenant consultations (including methodology)

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

Click here to find out more

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.

Tenant Annual Performance Report

Tenant meeting minutes and agendas

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

Spending & Grants

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.

Use of service charge revenue

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

Plans

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

Maintenance works

Click on the links below to see our:

Progress towards net zero

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.

Stock transfers

Any stock transfers will be featured in the Corporate News section here.