STAIRs
Social Tenants Access to Information Requirement scheme (STAIRs)
About our Publication Scheme
At Riverside, we are committed to being open, transparent and accountable to our customers.
Our STAIRs Publication Scheme brings together information about how Riverside is governed, how we make decisions, how we manage and maintain homes, how we spend money, the services we provide and how we are performing. The scheme has been developed in line with the Social Tenants Access to Information Requirements (STAIRs), which are designed to strengthen transparency, accountability and trust between social landlords and their customers.
This page provides a single point of access to information that Riverside publishes proactively or makes routinely available. Information is organised into the relevant STAIRs categories to make it easier to locate, understand and access the information that matters to you.
We recognise that transparency is an ongoing commitment. We are continually reviewing and expanding the information available through our publication scheme, improving accessibility and adding new information as it becomes available. All published information is subject to regular review to help ensure it remains accurate, relevant and up to date.
If you cannot find the information you are looking for, need support accessing information, require information in an alternative format, or believe information that should be included within our Publication Scheme is missing, please contact us using one of the methods at the bottom of this page.
We will review your enquiry and help you locate the information you need or explain how it can be accessed.
Governance and decision making
You can find out everything you want to know about Riverside on this website.
- Find out about The Riverside Group
- Senior staff names and roles are outlined on the Our Executive Team page
- Our organisational structure can be viewed here
- Our governance arrangements our outlined on the Our Boards and Committees pages
- Our decision making processes and policies are available on our Policies page
- Our complaints process fully explains how we prioritise complaints
- We’ve developed a customer influence and accountability framework which ensures customer scrutiny and influence
- We share information on tenant consultations directly with residents affected, and these are generally published on our Regeneration projects pages including any newsletters, meeting minutes and agendas.
Spending
We publish details about our spending, grants and use of service charge revenue in our financial statements. These can be found on the Investors page and is updated annually.
Additionally, we also publish a more accessible and customer-friendly annual report that can be accessed online.
Riverside customers can also view a copy of their statement and any services charges via My Riverside.
Housing stock management
Our current Corporate Plan: Better Future Together sets our our five-year strategy. A summary can be found in the About Us section of the corporate website, and a full copy of the plan is available to download.
You can find updates on our ongoing and completed maintenance projects on the following pages:
Read about our progress toward Net Zero on the Climate Responsibility page, where you will also find a copy of our latest Climate Plan. Plus find out about our retrofit programme to make our homes more energy efficient.
Information about stock transfers can be found on the Our history page.
Performance
\We regularly publish updates on our Performance section of the website.
- Inspections outcomes: The Housing Ombudsman publish decisions on any cases investigated on their website. Also, our Regulator of Social Housing In-depth Assessment can be found here.
- Ratings: We provide a range of Care and Support services registered with the Care Quality Commission (CQC). Our inspection ratings can be found on the CQC website.
- Performance reviews and evaluation reports: we publish this information on our investor and financial information page which includes the following information:
- Moody’s Credit Opinion
- Fitch Credit Opinion
- Current regulatory rating
- Riverside Stock by Energy Performance Certificates (EPC)
- Value for money
- Tenant Satisfaction Measures (TSMs): the latest TSM data is published here and includes the following information:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
- Media releases: information produced by our media team are published in the News section of the website, select the ‘Riverside News’ category to view these.
- Riverside Foundation: Our charity, Riverside Foundation aims to support customers to sustain their tenancies. You can find out about the work the foundation are doing and the latest performance figures on the Riverside Foundation page.
- Complaint metrics: See our complaints process page which includes the following complaints performance information:
- Complaints: Annual Performance and Service Improvement Report
- Housing Ombudsman Self Assessment
- Information request data: we do not yet have any data to report
- Information request responses: we do not yet have any responses to publish, and are reviewing how we might share this information in future
- Health and safety performance and assessments: not currently available
- Maintenance work: not currently available
Housing services
- Description of services: the About Riverside section describes all of our core services.
- Advice and guidance for tenants: Tenants can manage their home and services on our website or browse the extensive advice, guidance and support in the community and advice section.
Lists and registers
- Information held in registers required by law: Our Building Safety pages contains building safety information for specific buildings.
- Other lists and registers relating to the management of social housing: the majority of our social homes are let through the local authority through choice based lettings schemes. These are listed by region on the ‘Apply for Social Housing’ page, or users can conduct a postcode search on the Gov UK website.
Social housing management
The Policies section on our website contains our decision making policies as well as our policies relating to the management of social housing.
Information Requests
In addition to the information published through our Publication Scheme, current tenants and their designated representatives can request access to certain information held by Riverside under STAIRs.
This may include information relating to:
- Anti-social behaviour
- Complaints and complaint handling
- Policies, procedures and performance
- Health and safety
- Rent levels and charges
- Property condition, repairs and planned improvements
- Service charges
- Housing stock and asset management
- Energy efficiency and sustainability
- Estate and neighbourhood management
Before making a request, we encourage you to explore our Publication Scheme, where a wide range of information is already available. If the information you need is not published, you can contact us and we will help you understand whether it is available under STAIRs and how to request it. You can make a request using the contact details below, or through any other contact method you may have with us. We will respond to requests for information within 30 calendar days.
Please note that STAIRs does not apply to:
- leaseholders who own 100% of their property
- resident associations making a group request
- tenant panels or resident associations
Complaints
We are committed to handling requests and concerns fairly, openly and promptly.
If you are dissatisfied with the way we have managed a STAIRs-related enquiry, request for information, or the operation of our Publication Scheme, you can make a complaint.
We will investigate your concerns and provide a response within 30 calendar days. If you remain dissatisfied after completing our complaints process, you may have the right to refer your complaint to the Housing Ombudsman, which is the designated body for STAIRs-related complaints.
Contact us
You can contact us using our webform or by emailing dataprotection@riverside.org.uk. Alternatively you can telephone us on 0345 111 0000 or write to us at:
The Data Protection Officer, Riverside, 2 Estuary Boulevard, Liverpool L24 8RF.