Social Tenant Access to Information Requirements (STAIRS)
What is STAIRs?
The government has introduced a new regulatory standard called the Social Tenant Access to Information Requirements, also known as STAIRs.
STAIRs is designed to make it easier for you to access key information about your home, your landlord and the services you receive.
It helps you understand how we work, how decisions are made and how you can hold us to account.
Publication scheme
The government requires all social housing providers to introduce a publication scheme by October 2026.
Our publication scheme brings important information about our housing services together in one place. It should help you find key information without needing to ask us first.
We’ll regularly review the information published here to ensure it remains accurate and up to date. We’ll add new information to this scheme when we’re required to, and whenever we think it will be useful and relevant to you.
We’ve organised this information into clear sections to help you find what you need.
Through this publication scheme, you can find information about:
Who we are and our decision making
About us
Flagship is part of Bromford Flagship LiveWest (BFL). You can find information about BFL and what we do below:
Our mission statement, vision and values, and corporate objectives
Our group structure
You can find information about how BFL is set up, including our Board, Executive Team and named people responsible for key areas of compliance:
Our Board, Executive Team and nominated people for compliance
Our decision-making process
You can find information about how we make decisions, the committees that oversee our work and our Constitutional Rules.
You can see our committee structure and a description of what they do on pages 64-78 of our annual report.
Our finances and spending
Audited accounts and financial statements
Financial information we publish, including reports and accounts that explain how we spend money. This includes information about grants and service charge income where it is included in our published reports:
Our published financial reports and accounts
Information about merger and integration costs can be found in our Annual Report.
Rent collection and rates
More details about rent and how we set rents can be found on our rent page.
Managing our homes
Property conditions and improvements to property
Information about the condition of our homes, repairs performance and customer satisfaction can be found in our TSM results.
Stock data
You can find published information about our homes that is reported to the Regulator of Social Housing.
Performance
Information about how we are performing including customer feedback, complaints information and decisions from external organisations.
Complaints handling, procedures and performance metrics
Complaints handling and performance information and compensation and redress information can be found in our Annual Complaints Report.
Data Breaches
BFL reported 4 data breaches to the ICO during 25/26 financial year. The ICO has not taken any enforcement action against BFL in these matters.
Inspections outcomes and ratings
Published inspection outcomes, ratings and decisions can be found from the Regulator of Social Housing and the Housing Ombudsman.
Housing Ombudsman - severe maladministration findings
Housing Ombudsman - Decisions archive
Tenant Satisfaction Measures (TSMs) and Customer Annual Report
TSMs and our Customer Annual Report show how we are performing alongside customer perception.
Our Tenant Safisfaction Measures
Media Releases
We regularly publish news and updates about our work in our communities.
Customer services
Description of services, advice and guidance
You can find advice and guidance about our services, your home and how to get support:
Safety checks
Safety checks
Performance measures within our TSM results show information on safety checks.
Our compliance safety policy lays out how we will deliver safe, fair and responsive services to our customers. It is underpinned by legal duties, regulatory expectations, and a commitment to fairness, accountability, and transparency.
You can find other published information and policies that help explain how we manage homes and respond to customer needs:
Social housing management policies
Our housing policies explain how we manage our social housing, support customers and deliver key services.
Contacting us
If you need help accessing, navigating or understanding this publication scheme, or if you need information that is not listed here, please contact our Data Protection Officer. Dataprotectionteam@flagship-housing.co.uk.
If you are a shared owner please visit our dedicated page on the Flagship Homes website.
Information requests
From April 2027, you will have a legal right to ask us for information about how we manage your home and the services we provide. This new right is designed to make our services more transparent and easier to understand.
Bromford Flagship LiveWest is developing its process for responding to STAIRs requests. We’ll provide more information about how you can make a request before April 2027.