Resident guidance: All tenants - Last updated 30 September 2026

Social Tenant Access to Information Requirements (STAIRs) - Publication scheme

It’s important residents are easily able to find out information about their home. To help with this, the government has introduced a new regulatory standard called the Social Tenant Access to Information Requirements, known as STAIRs.

STAIRs makes it easier for tenants living in social housing to find information about their home, their landlord and the services they receive.

Our STAIRs publication scheme

Much of the information that we need to provide under STAIRs is already on our website. There’s a lot to share so we’ve arranged the information into different sections below. Each section contains links to pages where you’ll find the information you need.

While STAIRs does not apply to homeowners, we’ll handle requests from homeowners in the same way as requests made under STAIRs.

We’ll regularly check this page to make sure the information is accurate and up to date. We will also add more information when needed.

Help and support

If you need help accessing or understanding the information on this page, a good first step is to contact your local manager. If you do not have a location manager you can contact our Customer Experience Hub on 0800 731 2020 or by using the form on our Contact page.

We can provide information and communicate with you in different ways, depending on your needs. This can include:

Providing information in large print or Braille
Providing certain information in another language
Communicating with you in a different way if you have a hearing or speech impairment
Making reasonable adjustments if you have a disability.

You can find details of all the different ways we can support you to access information and services from Anchor, including alternative formats, here.

Here you can find information about Anchor, how we’re run and how we make decisions.

About Anchor

You can find general information about us in the About Anchor section and information for residents in Existing Residents. 

How we are run

On the Publications page in our Annual Reports and Financial Statements and Business Plan you’ll find:
- Our vision
- Our values
- Organisational structure
- Information about Board and Committee performance and meetings. 
Our governance arrangements are outlined on the Governance page in our Constitution (Rules), Board Matters Reserved, Standing Orders and Committee Terms of Reference documents.
Our website's Policy section brings information about our decision-making policies.

Our senior colleagues

Senior colleague’s names and roles are outlined on the Anchor Board, Executive Team,  Anchor’s Health and Safety Lead and Consumer standards pages.

How we deal with complaints

Our Customer relations, complaints and feedback page contains our Complaints Policy, and explains how we prioritise complaints.

Listening to residents

Our approach to resident involvement is outlined in our Resident Voice Strategy on the Resident Involvement page, alongside information about all the ways residents can influence and scrutinise the organisation.
You can see the most recent changes we've made at Anchor in response to feedback from residents on our Listening and acting page.
We share information on tenant consultations directly with residents affected. Our website's Communication, engagement and feedback section also contains a number of resident guidance articles outlining how we work with residents to make sure your home and Anchor services meet your expectations and needs.

This section outlines how the money that Anchor receives is used to manage and improve homes and services.

Information about money and spending

We publish details about our spending, grants received and use of service charge revenue in our Annual Reports and Financial Statements which is available on the Publications page.

Also, on the Publications page, in the Financial publications section, we publish:

Our Trading Statement every six months
Our Credit Rating
Our Tax Strategy
A quarterly Analysis of Homes England programme transactions more than £500.

We publish our annual Gender and Ethnicity Pay Gap Report on the Publications page in the General publications section.

Service charges

If you pay a variable service charge, we’ll send you a statement each year. It will show what it cost to provide services at your location and how it compares with what you paid.

Your tenancy agreement, lease/transfer, or rent and service charge notification will tell you whether your service charge is fixed or variable.

Buying goods and services

You can find information about how we buy goods and services on our Become a supplier page along with a link to upcoming tenders. 

Listening to residents

For some major works and long-term service contracts, we’re legally required to consult residents. This is called Section 20 consultation. Our resident guidance article on How we consult on major works that impact service charges explains our approach.

This section contains information about how we maintain, repair and invest in our homes.

Looking after our homes

Here you can find information about:

How we invest in our homes
How our homes meet the Decent Home Standard
How we’re performing through our Tenant Satisfaction Measures (TSMs).

Repairs

Find information about repairs to your home, including how to Report a repair.

Keeping residents safe

The Healthy and safe homes section of resident guidance articles contain policies and information explaining how we manage Anchor properties.

Working towards a greener future

Read about our progress towards Net Zero in our Annual Sustainability Report on our Environment and Sustainability Strategy page.

Here you can find information about how Anchor is performing and how well we're delivering services for residents.

Resident satisfaction and our performance

Our latest TSM results are published on Our performance page annually 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

Resident Scrutiny

Reviews undertaken and recommendations made by our resident Scrutiny Panel are published on the Scrutiny Panel page.

How we are regulated

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.
You can also read information about the Regulator of Social Housing’s regulatory judgement of Anchor here.

Complaints

Our Customer relations, complaints and feedback page includes the following complaints performance information:

Complaints: Annual Performance and Service Improvement Report
Housing Ombudsman Self-Assessment

The Housing Ombudsman publish decisions on any cases investigated on their website.

Health and safety

Information about our health and safety performance, including building safety, is in our Annual Reports and Financial Statements on our Publications page.  

Latest news from Anchor

News stories and press releases about Anchor are published in the News section, you can use the filter and search tool to find relevant updates.

This section provides information about the services Anchor deliver and the advice and guidance we make available to people living with us.

The About Anchor page describes all our main services.

The Existing residents section has useful information about living in an Anchor home. This includes policies, guidance and information about the support and wellbeing services available.

Here you can find information about records and lists we must keep as a housing provider.

Information held in registers required by law

We’ve a legal responsibility to carry out important safety checks to ensure the home or building you live in remains safe. You can find out more on the following pages:

Other lists and registers relating to the management of social housing

Some of our social homes are let through the local authority using choice-based lettings. You can find more information about applying for and moving between rented homes on these pages:

Keeping our homes safe and healthy

Our website's Resident guidance section explains how we keep your home healthy and safe, and make sure our communities are places where you and your neighbours love living. This includes information on:

This section contains information about Anchor policies affecting residents.

Our website's Policy section brings together resident guidance articles that contain decision making policies as well as policies relating to the management of our social housing.

In the Resident guidance section you can also find detailed information, answers to questions and advice on a range of specific topics.

Resident guidance

Find the answers to frequently asked questions, useful information on a wide range of topics and key Anchor policies in the resident guidance section of our website.

See all resident guidance

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Social Tenant Access to Information Requirements (STAIRs) - Publication scheme

Our STAIRs publication scheme