Social Tenants Access to Information Requirement scheme

If you are looking to find information about your landlord, you can now do this quickly and easily through STAIRs.

Watmos STAIRs Information

What is STAIRs?

STAIRs stands for Social Tenants Access to Information Requirement scheme. It is a new standard introduced by the UK Government to enhance transparency for customers and residents of private sector social housing providers, such as Watmos Community Homes.

The government requires that all housing providers introduce a STAIRs Publication Scheme before October 2026. Watmos’s Publication Scheme is provided below. It will be updated and enhanced as more guidance and requirements about the scheme's contents are provided by government.

STAIRs Publication Scheme

Most of the information that we are required to publish under STAIRs is already available on the Watmos website.

To make things easy, we've organised the information using the STAIRs categories below, including links to relevant pages on our website.

Governance and Decision Making

You can find out everything you want to know about Watmos under the About us section of the website.

Watmos is led by a team of Board Directors; meet our Board on the Watmos's Board and Leadership Team page.

Meet our executive team on the Watmos's Executive Leadership Team page.

Information about how we pay our senior leadership team is available in our  Understanding how Watmos Manages Money.pdf document and our annual financial statements.

Governance within a Housing Association means making sure the organisation is run properly, treats people fairly, and uses money wisely to support its customers and the community. Our governance arrangements are outlined in: Understanding Governance at Watmos Community Homes.pdf

Empowering people is our purpose and that's why we offer various ways for customers to get involved, have a voice and provide feedback. This holds us to account and helps shape our services. The easiest way to get involved and provide your feedback is to sign-up to our new platform for customer involvement and research. Learn more here.

At Watmos, we are passionate about delivering great services to our customers, however, we understand sometimes things will go wrong, and we may not get it right the first time. You can find out about our complaints process and relevant policy here: Comments, Compliments and Complaints.

Spending

We publish details about our spending, grants and use of service charge income in our financial statements. These can be found in the Performance section of the website and within Financial Statements which are updated annually.

Additionally, we also publish annual reports that can be accessed online here Watmos's Annual reports.

Like most housing associations, we collect charges which cover the cost of additional services within your tenancy. These are called service charges and are fixed at the start of the year based on estimated costs, you can read about our Service Charges here.

Housing Stock Management

Watmos owns and manages more than 3,000 homes across 10 neighbourhoods in Walsall and London. Our homes include social and affordable rented properties, leasehold homes and sheltered housing for older residents. As a not-for-profit organisation, we reinvest our income into our homes, services and communities.

We take a planned, data-led approach to looking after our homes, using stock condition information to identify where investment and improvements are needed. During 2025-26, we invested more than £2.2 million in home improvements, including kitchens, bathrooms, heating, windows and doors, and adaptations for residents with disabilities. All our homes meet the Decent Homes Standard.

Keeping residents safe is a key priority. We carry out a programme of gas, electrical, fire, water, asbestos and lift safety checks, alongside work to tackle damp and mould. We are also continuing to improve the energy efficiency of our homes and invest in measures that make homes warmer, safer and more comfortable.

Our Corporate Plan 2026-30 includes a commitment to investing in homes and communities and taking a more planned approach to ensuring our homes remain safe, well maintained and fit for the future.

Performance

We are committed to being transparent and accountable, and to demonstrating continuous improvement in our services. To support this, we regularly measure, monitor, and publish our performance data here, which includes the below:

  • Annual Reports and Governance Report
  • Complaint metrics: See our Complaints Performance, which includes the following complaints performance information:
    o    Complaints: Annual Performance and Service Improvement Report
    o    Housing Ombudsman Self Assessment
  • Financial Statements
  • Tenant Satisfaction Measures (TSMs): In 2023, the Regulator of Social Housing introduced a system for assessing how well all social housing landlords in England are doing at providing good quality homes and services which landlords like us, must report on. Watmos's Tenant Satisfaction Measures can be found here, which includes the following information: 
    o    Overall satisfaction
    o    Keeping properties in good repair
    o    Maintaining building safety
    o    Respectful and helpful engagement
    o    Effective handling of complaints
    o    Responsible neighbourhood management
  • Media releases: information produced by us is published in the Our News Section.
  • Inspections outcomes: The Housing Ombudsman publish decisions on any cases investigated on their website. To view their decisions about us, enter Watmos in the Landlord name field and click Apply Filters . In addition to information from the Ombudsman, our latest RSH regulatory judgement can be found here.

Housing Services

  • Description of services: the Our Service Offer section describes all our core services.
  • Advice and guidance for customers: the Tenants section of our website contains extensive advice, guidance and support for our customers and residents.

Lists and Registers

Information held in legally required registers: Safety in Your Home pages provide detailed safety information for individual buildings.

You can find out how to apply for a Watmos home on our Find a home page.

Information Requests

The second element of the STAIRS scheme is that the government requires that all housing providers implement processes to respond to information requests from their tenants by April 2027. Watmos is currently developing these processes and will publicise them when they are introduced.