Social Tenants Access to Information Requirement scheme
What is STAIRs?
The Social Tenant Access to Information Requirements (STAIRs) scheme is a new government requirement for social housing providers. It is designed to help tenants access information about how their landlord operates, makes decisions and delivers services. At Community Gateway, we are committed to being open and transparent. This page explains what information we publish and how you can access it.
Information in alternative formats
We want our information to be accessible to everyone. If you need information from this Publication Scheme in an alternative format, such as large print, Braille, audio or a translated version, please contact us and we will provide one copy free of charge.
STAIRs Publication Scheme
Most of the information we are required to publish under STAIRs is already available on our website. To make things easy, we have organised the information using the STAIRs categories below, including links to relevant pages on our website.
We are continually reviewing and expanding the information available through our STAIRS publication scheme. Where information is not currently published, we will add it as it becomes available.
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This section explains how Community Gateway is governed, how decisions are made and how tenants can influence the services we provide.
ABOUT US
Learn about Community Gateway, including our purpose, values, Corporate Plan and Customer Service Commitments.OUR GROUP STRUCTURE
Find information about how Community Gateway is organised, including our organisational structure and leadership.OUR BOARD
Meet our Board Members and Committees and find information about their role and responsibilities in overseeing Community Gateway.- Board Members
- Board and Committee Structure
- Directors' Report and Financial Statements
- Board Chair Blog
HOW WE MAKE DECISIONS
Find information about the governance documents and policies that explain how decisions are made.- The Gateway Model
- CGA Rules
- Standing Orders - which provides an overview of our decision making processes.
- Our decision making processes and policies are available on the Policies page
TENANT CONSULTATION
Find out how tenants influence our services and access information about tenant engagement. -
This section provides information about how we spend money, including funding and grants.
FINANCIAL STATEMENTS
View our annual financial statements, which include information about our financial performance.RENTS
Find information about how rents are set, and collected- Income Management and Bad Debt Provision Policy
- If you are a tenant and would like information about your rent please contact the Income Team
PROCUREMENT
Read about how we procure goods and services to ensure value for money and compliance with procurement regulations.- Procurement Policy
- Tender Opportunities (when available)
MERGER INFORMATION
Information relating to any mergers and related costs.- Not applicable at this time as Community Gateway have not been part of any mergers
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This section provides information on how we manage and maintain our homes, including long-term planning, investment and improvements to our housing stock.
PLANNED INVESTMENT AND IMPROVEMENTS
Find information about how we invest in our homes through planned maintenance, improvements and regeneration programmes.REPAIRS AND MAINTENANCE
Find out about our repairs service, maintenance responsibilities and service standards.ESTATE MANAGEMENT
Learn about how we maintain neighbourhoods and communal areas.SUSTAINABILITY AND ENVIRONMENTAL PERFORMANCE
Read about our work to improve energy efficiency, reduce carbon emissions and achieve our environmental goals.COMMUNITY INVESTMENT AND ENGAGEMENT
Find out how we invest in communities and involve tenants in shaping our services.OUR HOUSING STOCK
View information about our homes.- Breakdown of number of homes owned and managed (see note 11 to the Director's Report and Financial Statements)
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This section shows how well we are performing as a landlord, including inspection results, service performance and feedback from tenants.
REGULATORY AND INSPECTION INFORMATION
Find information about our regulatory judgement.- Regulatory Judgement of Social Housing Regulatory Judgement
- Housing Ombudsman decisions and determinations
PERFORMANCE
View information about how we monitor our services, review performance and identify areas for improvement.TENANT SATISFACTION MEASURES
View our latest Tenant Satisfaction Measures results.COMPLAINTS AND SERVICE IMPROVEMENTS
Learn how we manage complaints, respond to feedback and use this to improve our services.- Complaints process
- Annual Complaints Performance and Service Improvement Report
- Housing Ombudsman Complaint Handling Code self-assessment
HEALTH SAFETY AND COMPLIANCE
Find information about how we manage health and safety risks and meet our compliance responsibilities. -
This section describes the services we provide to tenants and the support available to help them live well in their homes.
OUR SERVICES
Find information about our services, including support available and how to access it.- About our services
- Accessing our services
- Information for new tenants
- Advice and information on our services
TENANT ENGAGEMENT
Find out how tenants can get involved, share feedback and help shape our services. - About our services
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This section provides information about the safety checks, records and registers we maintain to help ensure our homes and buildings are safe and well maintained.
INFORMATION HELD IN REGISTERS
Community Gateway Association is registered with a number of regulatory and compliance organisations:
- Community Gateway Association is a registered with the Regulator of Social Housing as a provider of social housing.
- Community Gateway Association is a Community Benefit Societies registered with the Financial Conduct Authority, details can be found on the Mutuals Public Register.
- All the other companies within the CGA Group are incorporated as Limited Companies and registered with Companies House.
- Community Gateway Association and the other companies within the CGA Group are registered as data controllers with the Information Commissioner's Office.
- Community Gateway Association is a member of the Housing Ombudsman Scheme.
This section also provides information on registers we are required to keep by law on the management of social housing.
We carry out a range of safety checks and inspections to make sure our homes meet required standards and remain safe for tenants.
- Gas safety checks
We carry out yearly gas safety checks to ensure gas appliances, heating systems and flues are safe. - Electrical safety checks
We inspect and test electrical installations every five years to ensure they meet safety standards. - Fire safety information
We complete Fire Risk Assessments for relevant buildings and monitor fire safety compliance across our homes. - Asbestos management
We manage asbestos safely in line with legal requirements and provide information about asbestos in our homes. - Water safety and legionella checks
We monitor water systems and carry out checks to help reduce the risk of legionella and other bacteria. - Building safety information
We monitor building safety requirements and carry out checks to ensure our homes and communal areas remain safe. - Damp and mould
We take reports of damp, mould and condensation seriously and monitor performance to help ensure issues are identified and resolved. - Estate management
We carry out inspections and maintenance of communal areas and neighbourhoods to help keep them safe and well maintained. - Aids and adaptations
We provide support and adaptations to help tenants live safely and independently in their home.
For further information on the health and safety compliance checks we undertake please see the ‘Your Guides’ within our Resource Library. For further information on performance in relation health and safety compliance, please view our quarterly performance reports.
Most of our social housing properties are allocated via local authority choice-based lettings schemes. You can find out how to apply for a Community Gateway home on our Find a Home page.
We are currently reviewing the information we hold within this category and developing our approach to publishing lists and registers in line with the Social Tenant Access to Information Requirements (STAIRs). Further information will be published here as it becomes available.
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This section provides access to the policies, strategies and guidance documents that support the management of our homes and services.
POLICIES AND GUIDANCE
Our Policies and Procedures library contains the policies and guidance that shape how we deliver our housing services and support our tenants.
Contact us
We welcome your feedback on our Publication Scheme and the information we publish.
Email us
Call us
0800 953 0213 (option 6)
Making Requests for Information
From 1st April 2027, Community Gateway tenants or their designated representative, will be able to make requests for information under the STAIRs scheme. Further information regarding how to make a request will be available from April 2027.