Access to information through STAIRs

The Social Tenant Access to Information Requirement (STAIRs) is a government scheme that gives social housing tenants greater access to information about how their homes and services are managed.

From 1 October 2026, private registered providers of social housing in England must publish certain information about how they manage social housing. From 1 April 2027, eligible tenants and their representatives will also be able to ask their landlord directly for information.

As further guidance is released, we will review and update our STAIRs Publication Scheme to ensure it continues to meet government requirements and provides the information that matters most to our customers.

Who can use STAIRs?

You can use STAIRs if you are a current tenant of a private registered provider, such as a housing association, or co-operative registered with the Regulator of Social Housing. This includes tenants on probationary or trial tenancies, and shared owners.

STAIRs does not apply to:

leaseholders who own 100% of their property
resident associations making a group request
council tenants – they can request information under the Freedom of Information Act
private landlord tenants
tenant panels or resident associations

STAIRs publication scheme:

Much of the information we must publish under STAIRs is already available on our website. To make it easier to find, we have organised the information under the STAIRs categories below, with links to the relevant pages and documents.

Governance and Decision Making

Good governance helps make sure we are well-managed, financially strong and focused on delivering the best possible services for our customers and communities. It ensures the decisions we make are transparent, accountable and aligned with our purpose of improving lives through sustainable homes and places.

About us
Read about our purpose, values and long-term plans.

Our Structure
See information about our Board, committees and Executive Management Team.

How we are Governed
Our governance framework explains how we make decisions fairly, transparently and in the best interests of customers and the organisation.

Customer voice and involvement
We use customer feedback to improve services and inform decisions. You can find out how customers influence our priorities, review services and take part in the InsightXchange.

Spending

Find information about our finances, how we use our resources and how we invest in homes, services and communities.

Annual report and financial statements
Our annual report and audited financial statements cover our financial performance, achievements and investment.

Rent and service charges
Rent and service charges can be different for each customer. You can find general information in our frequently asked questions or sign in to My Livin to view your own rent account.

Housing Stock Management

Find information about how we maintain and improve homes and plan future investment.

Plans and investment
Our plans explain how we will maintain homes, make improvements and provide new affordable homes.

Looking after our homes
Find information about repairs, planned maintenance, home safety and the condition of our homes.

Performance

Find out how our services are performing and how we respond to customer feedback, inspections and regulatory requirements.

Regulatory and Inspection Outcomes
Read the outcomes of regulatory reviews, Housing Ombudsman decisions and other external assessments.

Performance Reporting
See our service standards, operational performance and progress against our plans.

Tenant Satisfaction Measures
Tenant Satisfaction Measures show how tenants rate areas including repairs, complaints, neighbourhoods and home safety.

Tenant Satisfaction Measures 2025/26

News and Media
Publishing news stories helps keep customers informed about improvements, investment and activities taking place across our communities.

Latest News

Awaab's Law Compliance

Find out how we respond to reports of damp, mould and other significant hazards, including the timescales that apply.

Housing Services

Find advice, support and information about our housing services.

Support and services
We offer support with money, wellbeing, employment, digital access and independent living.

Information and guidance

Lists and Registers

Find information about inspections, safety checks and other records relating to our homes and communities.

Social Housing Management

Find information about how we manage homes and services, support customers and meet the standards expected of a registered provider.

Need help finding information?

If you cannot find the information you need, or need it in another format, please contact us.

How do I apply for a Livin home or bungalow?

We advertise all of our available homes on our Find A Home page, simply visit this page for more information.

Before you can place a bid on one of our homes, you must first have an active account with the relevant Choice Based Lettings Scheme. Almost all our homes are located in County Durham and therefore are allocated through the Durham Key Options scheme. Durham Key Options (DKO) is a partnership between Durham County Council and landlords across County Durham.

We have a small number of homes which are located outside Durham, these are all advertised through Tees Valley HomeFinder, Hartlepool HomeSearch and Darlington HomeSearch; They are similar to Durham Key Options but we do not process applications registered for these schemes. If you wish to register an application for homes advertised in this area, please apply directly.

Once your application is approved, you will then be able to bid on homes that meet your needs. You can access the application form directly by visiting the relevant Choice Based Lettings system.

How long will it take for my application to be processed?

We aim to start processing your application within 10 working days. If we require any further information after this point, we will contact you to ask for this. Once we have received all the required information we will notify you of our decision within 20 days, and if accepted we will activate your account. You can also check your application status online by logging into the DKO portal.

How can I get involved with Livin and help to shape services?

To find out more about the different ways you can get involved, please visit our getting involved section.

Can I apply to buy my home under Right to Buy?

Tenants who have been with Livin since before the transfer from Sedgefield Council in 2009 may have the “Preserved Right to Buy” their property. Full details of the scheme are available on the Government Right to Buy website. If you are thinking of applying, please contact us.

Can I apply to buy my home under Right to Acquire?

If you have been a tenant for 3 or more years you may have the right to buy your property under the Right to Acquire scheme. Full details of the scheme are available on the Government Right to Acquire website. If you are thinking of applying, please contact us.