Do you want to know more about South Liverpool Homes?
South Liverpool Homes is committed to being open and transparent about how we manage homes and deliver services. We already publish a wide range of information about our performance, governance, spending and service delivery.
To make this information easier to find, we have organised it using the categories set out in the Government's Social Tenant Access to Information Requirements (STAIRs). Although some of the STAIRs requirements do not come into effect until October 2026 and April 2027, we are publishing information in advance to help tenants access the information that matters to them.
What is STAIRs and why is it important?
STAIRs is a new Government initiative that gives social housing tenants better access to information about how their homes and services are managed. It’s all about making landlords, like us, more open, transparent and accountable to the people who live in our homes.
STAIRs is being introduced in two phases:
- From 1 October 2026, we must publish specified information through a publication scheme.
- From 1 April 2027, our tenants will have the right to request certain information that is not already published.
What is the STAIRs publication scheme?
This is the first stage of the new STAIRs requirement. It requires housing associations to:
- Proactively publish information i.e. not just provide it when someone asks for it.
- Organise it in a clear, accessible way
- Keep it up to date and easy to find
We already publish a lot of information on our website. To make it easier for you to find this information, we’ve organised the information using the STAIRs categories and included links to relevant pages across our website.
STAIRs categories
Governance means making sure we are run properly, treat people fairly, and use money wisely to support our customers and the community.
Find out everything about SLH in our About Us section. About us
Learn about how are governed, SLH’s Board and committee members. Our board and committee members
Read summaries about what was discussed at our latest Board meetings Our Board and Customer Services Committee meetings Customer Services Committee
Learn about SLH’s Executive Leadership Team and their roles. Our Executive Leadership Team
Read about our decision-making processes, strategies, policies, corporate plans and financial statements. Publications
Information about how we let our homes can be found here: Who gets our homes?
Understand our customer feedback process which details how we deal and respond to complaints. Complaints
Learn about our repairs and maintenance joint venture. Avela Home Service
Learn how we consult with tenants and involve them in our decision-making processes. This includes our Tenant Voice Team, our Customer Services Committee, Customer Voice and Influencing Policy and Customer Voice Framework. Get involved
We get the majority of our income from rent paid by tenants. We also receive income from Government funding and borrowing/loans.
We let you know how we spend our income through our Annual Reports and Annual Accounts. Publications
Customers can review their rent statements anytime on our online portal. mySLH
Customers can find out the different ways to pay rent on a dedicated webpage. Ways to pay your rent
South Liverpool Homes offers opportunities for organisations to work with us, and will advertise our requirements through tenders. Procurement
Below are policies relating to how we collect and spend our money:
Income Management Policy
Procurement Policy
Service Charge Policy
Read all our customer-facing policies here. Policies
Maintaining your home and keeping you and your home safe is our core business.
Our current Corporate Plan 2022-27 sets out our five-year strategy which includes how we manage our homes. Publications
You can find updates on how we are improving our homes on the following pages:
Dealing with damp, mould and condensation
We have produced a guide to let you know about our repair responsibilities. Repair responsibilities
You can find key information about fire safety in flats, apartments and communal areas here: Fire safety
You can find an overview of repairs that took place in the previous financial year in our 2025 Annual Report.
The policies below detail our approach to repairs, chargeable repairs and asset management:
Repairs and Maintenance Policy
Chargeable Repairs Policy
Asset Management Policy
Read all our customer-facing policies here. Policies
You can find updates on our commitment to reducing our carbon footprint and progress to net zero through the following documents and pages:
Planet Strategy
Sustainability strategy
Green and Open Spaces Plan
ESG annual report 2025/26
Sustainability reporting standard
Find out how we're performing as a housing association, from tenant satisfaction and regulatory inspections to complaints performance and annual reporting.
We regularly publish updates on our performance which includes our latest Tenant Satisfaction Measures (TSMs) results. Our performance
You can find monthly, seasonal and annual performance reports here: Performance reports
We complete our Tenant Satisfaction Surveys through independent company IFF. Summary of our approach to tenant satisfaction surveys
We are inspected by the Regulator of Social Housing (RSH) and you can find out more about our latest RSH inspection and stability checks on this dedicated webpage. How we are regulated
News stories are published under latest news.
We take all customer complaints very seriously. You can review our annual complaints performance and service improvement report here. Annual complaints performance
You can read more about our Annual Reports, ESG reports and financial statements on our publications page.
Our complaints policy sets out how to make a complaint through our customer feedback process. Read all our customer facing policies here. Policies
We do more than provide a home. We provide services to help tenants maintain their home and provide extra support services to help people to stay in their home and feel connected.
You can find out all the information you need to help you maintain your home in the Your Home section of our website.
We have a Supporting You section of our website that provides support on your finances, wellbeing and anti-social behaviour.
We support people to get involved in their home and community through our community and events page.
Our six-monthly tenant magazine, Bulletin, is designed to keep you informed about your home, the services we provide and your community. You can read the last few issues on our publications page.
Here is our latest Property Compliance Summary, which collates our performance across key health and safety, accessibility and maintenance measures. Property Compliance Summary 2025-26
Policies relevant to this section include:
South Liverpool Homes Health and Safety Policy
Avela Home Service Health and Safety Policy
Compliance Policy
Links to these and all our customer-facing policies can be found here. Policies
How do I request further information that I can’t find on the website?
From 1 April 2027, under STAIRs, tenants will also have the right to request information about the management of their homes and services that is not already available through our publication scheme. We will provide details of how to make a request and what you can expect from the process closer to this date.