Your Right to Information

Find out how Gateway makes decisions, spends money, manages homes and listens to residents. Search our publication scheme or request information through STAIRs.

Social Tenants Access to Information Requirements (STAIRs)

Helping residents access information about Gateway Housing Association.

At Gateway Housing Association, we are committed to being open, transparent and accountable to our residents.

The Social Tenants Access to Information Requirements (STAIRs) will introduce new rights for social housing tenants to access information about how their landlord operates, makes decisions and delivers services.

Many of the documents and information covered by STAIRs are already available on our website. This page brings them together in one place and explains how you can request information that is not already published.

Gateway's commitment to transparency, accountability and effective information governance, is about helping residents better understand how decisions are made and how services are delivered. 

What is STAIRs?

STAIRs stands for Social Tenants Access to Information Requirements.

The scheme is being introduced by Government to improve transparency across the social housing sector, and is a core component of the Transparency, Influence and Accountability standard. Housing associations will be required to:

  • Publish key information about their organisation and services.
  • Make information easier for tenants to find and understand.
  • Respond to eligible information requests within specified timescales (from April 2027).
  • Support greater accountability to residents.

The following information is available routinely and without the need to make a formal request.

Governance and Decision-Making 

Learn more about how Gateway is governed and how decisions are made:

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You can find:

About us (About Gateway | Gateway Housing Association)
Board and Committee Structure (Our Board | Gateway Housing Association)
Our team  (Executive team | Gateway Housing Association)
Our Structure (Organisation diagram)
Our Policies  (Policies | Gateway Housing Association)
Gateway 2030 Strategy (Strategy - Gateway 2030 | Gateway Housing Association)
How residents help shape services and decisions (Get involved | Gateway Housing Association)

Financial Information and Spending

Information about how Gateway manages and spends money.

You can find:

For more details, refer to Our Policies | Gateway Housing Association

Housing and Asset Management

Information about how we manage and maintain homes can be found on the following webpages:

You can see how we are performing across these areas here: TSMs performance report 2025-26.

Performance and Service Standards

Most of our performance information can either be found in or TSMs performance report 2025-26 or from our annual report. Other useful performance indicators are our regulatory inspection judgements and ombudsman outcome use the links below to find out more. 

You can find:

  • Annual Report - includes information about how many houses we manage, our new developments, what type of houses we have and in what areas. Annual repairs information and how much we spent on repairs including all our planned maintenance, including decants and compensation. Information on finances; income and spend, and on what our priorities are moving forward. We also have a part where we talk about ‘what you said’ and ‘we did’ as part of the resident group forums, a great way to see how residents have impacted our decision making.
  • Complaints improvement plan - The plan explains the themes and learnings from complaints and what this data tells us about our performance with some detail around the Housing Ombudsman outcomes. 
  • Awaabs Law performance  - The performance is available in our TSMs performance report.
  • Conduct information - You can find our policies on ASB, Hate, Domestic Abuse and safeguarding our our policies page.
  • Ombudsman decision 
  • TSMs performance report 2025-26
  • Financial statements - In our financial statements you will find information relating our corporate strategy and objectives, our performance and investment, principal risks, value for money metrics, and auditor information. 
  • Latest news (News | Gateway Housing Association)
  • Regulatory and Housing Ombudsman outcomes ( Regulatory judgements | Gateway Housing Association)
  • Buying with us
  • Complaints
  • Policies

Visit our complaints webpage to download our  Housing Ombudsman self-assessment, MRC Statement and our complaints policy.

Lists and Registers
Social Housing Management

The Policies (Our Policies link here) section on our website contains our decision making policies as well as our policies relating to the management of social housing.

An important part of managing social housing is having resident feedback and engagement in helping Gateway make decisions that affect its residents. See how our forums help shape our decision making, and let us know if you want to be involved. Get involved

Shaping our information scheme together (STAIRs)

As we introduce our STAIRS publication scheme we will continue working with residents to improve the information we publish and how it is presented.

How to share your thoughts or request a review:

If you feel we have missed publishing something important that we hold, or if you have ideas on how we can improve the details currently available, we want to hear from you.

T o request a review or update: Please email our Governance team at  governancemail@gatewayhousing.org.uk and simply let us know what information you think is missing or could be clearer, and we will  acknowledge your feedback and let you know what action we will take.

To ask a quick question: If you just want to make a general query rather than a formal request, you can easily message us through  customer.services@gatewayhousing.org.uk  or call 0208 709 4300 , just headline it as STAIRs.

Thank you for working with us to help make our services as open and useful for you as possible!

Frequently Asked Questions

Is STAIRs the same as a complaint?

No. Complaints should continue to be raised through Gateway's Complaints Process. STAIRs is specifically about requesting information on the management or services of homes. Please visit the complaint page.

Is STAIRs the same as a Subject Access Request?

No. Personal information requests are handled under UK GDPR and the Data Protection Act and can be accessed via this link: DSAR.

How long will Gateway take to respond?

Gateway's STAIRs framework is designed to ensure requests are managed and monitored through a central process with clear timescales and reporting arrangements and in line with the required 30 day timeline. 

Can I ask for published information in different formats? 

Yes, you can. Firstly, see the 'Recite Me' button on the bottom right corner of our home page, and use the accessibility tool bar. If you need further help then contact us at customer.services@gatewayhousing.org.uk 

Is STAIRs the same as freedom of information?

No it has its own rules and processes, and is aimed at social tenants to have better understanding of how their homes are managed by their landlord. 

What about if I want specific information?

Gateway is not under any obligation to create information specifically, but can review if they have other information that is relevant to a request. Sometimes information maybe redacted to protect personal or sensitive information, that would be explained in a response. 

Contact Us

We continue working on this page.

More information will be available soon.