STAIRs stands for Social Tenant Access to Information Requirements. It is a new requirement that gives social housing customers clearer access to information about how their landlord manages homes and services. It is intended to support openness, transparency and accountability.

From October 2026, Freebridge will publish key information about how we run and manage our social housing services. This will include information about governance, spending, housing stock, performance, customer engagement, policies and strategies. We will review this information regularly so it stays accurate and up to date.

From 1 April 2027, customers and their representatives will be able to request specific information about how Freebridge manages its social housing services.

From April 2027, customers and their representatives will be able to ask Freebridge for specific information about how we manage homes and services. We will consider requests fairly, respond within the required timescales, and explain clearly if there is a legal or regulatory reason why some information cannot be shared.

Requests must be made in writing.

You will be able to submit a request through our online form, by email or by post. To help us locate the information you need, please provide as much detail as possible, including relevant dates, addresses, service areas or teams involved.

STAIRs requests can be made by:

• Freebridge customers

• Shared owners who have not staircased to 100%

• Authorised representatives acting on behalf of a Freebridge customer

A representative may be a family member, friend, support worker, solicitor or another individual authorised by the customer.

Freebridge will respond within 30 calendar days of receiving a valid request.

If we need further information or clarification from you, we will contact you and explain what information is neede

No. STAIRs relates to information about the management of social housing services, not personal information.

If you would like a copy of personal information that Freebridge holds about you, you should submit a Subject Access Request (SAR) under data protection legislation

You can ask us to review our decision. Requests for a review should normally be made within three months of receiving our response. We will carry out an independent review and respond within 30 calendar days. If you remain dissatisfied, you may be able to escalate the matter to the Housing Ombudsman.

Not all information will be published due to its sensitivity. These rationales follow the principles of restricted access under the GDPR and Freedom of Information Act: 

• Data Protection and Privacy: Breaches of personal data or privacy laws regarding individuals. 

• Safety and Security: Compromising the physical safety, health, or security of buildings, staff, or residents. 

• Commercial Confidentiality: Revealing sensitive commercial data or ongoing legal/contractual negotiations that could harm the organisation or third parties. 

• Legal Privilege: Information restricted by legal confidentiality. 

• Investigations: Information relating to ongoing or completed internal or external investigations that cannot be disclosed without affecting the process or individuals involved. 

• Criminal Proceedings: Information connected to criminal investigations or court proceedings where disclosure could interfere with justice or legal processes. 

• Civil Proceedings: Information relating to legal disputes, claims, or court actions where disclosure may prejudice the case or legal position of those involved. 

• Prejudice to the effective conduct of the association: Information that, if disclosed, could hinder the association's ability to operate effectively, make decisions, manage risks, or deliver its services. 

In some circumstances we may need to withhold or redact information where there is a lawful reason to do so. This may include:

• Personal data relating to other individuals

• Confidential or commercially sensitive information

• Information protected by law

• Information where disclosure could cause harm

If information is withheld or redacted, we will explain why

About Freebridge Community Housing - read more here

Our Board and Committees

Our Board provides leadership, direction and oversight for Freebridge Community Housing. It sets our long-term strategy and ensures we deliver on our purpose of providing safe, affordable homes and supporting thriving communities. The Board holds our Leadership Team to account for the day-to-day management of the organisation, making sure we are well-run, financially resilient and focused on achieving positive outcomes for our customers. The Board’s main responsibilities include:

• Setting our strategic direction and approving our business plan

• Ensuring the Executive Leadership Team has the resources, skills and support needed to deliver our priorities

• Overseeing risk management and ensuring appropriate controls are in place to protect the organisation

• Monitoring organisational performance, customer outcomes, service delivery and financial viability

• Ensuring we meet our legal, regulatory and governance responsibilities

• Promoting a culture that reflects our values and supports continuous improvement.

• Through effective governance and challenge, our Board helps ensure Freebridge remains a strong, sustainable organisation that puts customers and communities at the heart of everything we do.

  read more here

  Our Board committees include:

• Audit & Risk - The Audit & Risk Committee supports the Board by providing oversight of audit, risk management and internal controls. The Committee provides assurance to the Board that risks are identified, managed and monitored appropriately, and that effective internal and external audit arrangements are in place

• Governance & Remuneration - The Governance & Remuneration Committee supports the Board by overseeing matters relating to Board and committee membership and recruitment; the effectiveness and operation of the Board and its committees; senior employee matters including the Chief Executive’s pay, contract and appraisal; and equality, diversity and inclusion. The Committee provides assurance to the Board that appropriate governance, leadership and remuneration arrangements are in place.

• Finance & Treasury - The Finance & Treasury Committee supports the Board by overseeing matters relating to financial performance, financial controls and treasury management. The Committee provides assurance to the Board that financial resources are managed effectively and sustainably in line with the organisation’s strategy and regulatory requirements.

• Development - The Development Committee supports the Board by overseeing matters relating to the development of new homes. This includes providing strategic oversight of the organisation’s development programme, ensuring developments align with agreed strategy, risk appetite and financial capacity, and providing assurance to the Board on delivery and performance. 

• Operations - The Operations Committee supports the Board by overseeing customer facing services. This includes providing oversight of repairs and maintenance, customer satisfaction and the quality of services delivered to residents. The Committee provides assurance to the Board that operational performance aligns with agreed standards, policies and regulatory expectations.

  Our Leadership Team are responsible for the day to day management of Freebridge - read more here

  Our Customer Insight Panel - read more here The Customer Insight Panel (CIP) brings together Freebridge tenants to share feedback, views and lived experience on services and policies. The Panel sits outside the formal governance structure but plays a key role in informing decision-making by feeding its insights and recommendations into the Board and Operations Committee. This helps ensure that tenant views and experiences influence priorities, service improvements and strategic decisions.  For more information on the customer engagement, click here.

  Our Reports and Strategies - read more here

  Director's Renumeration read more here

  How customers can make a complaint - read more here

  Our Policies, set out the standards we follow in managing homes, neighbourhoods, and customer relationships

  This section contains the policies, reports and publications that explain how Freebridge Community Housing delivers services, supports customers and meets its legal and regulatory responsibilities.

  Visit our /policies-and-strategies Policies and Strategies page to view the policies, frameworks and plans that guide our decision-making and how we manage our homes and services.

  View our Articles of Association here

  Reports and Policy library contains documents that help you understand how we are performing and delivering on our commitments.

  You can also access governance documents, regulatory information and key business reports to see how we are held accountable and how we monitor our performance.

  We are committed to being open and transparent, making it easy for customers and stakeholders to access information about our services, decisions and performance. read more here

• Our customer consultations - read more here

• Our Customer Charter - read more here

• How we listen to our customers, and act on their feedback - read more here and here

• Our latest news - read more here

• Our Customer magazine, Streets Ahead - read more here

The following can be found in our Quarterly KPI report

• Gas safety

• Fire safety risk assessments complete

• Our electrical safety checks

• Asbestos safety

• Water hygiene and Legionella

• Estates Inspection Schedule