Find out more about STAIRs with these frequently asked questions
More on STAIRs
Social Tenants Access to Information Requirements (STAIRs)
Find out how Populo Homes is meeting the new standard that means you can now access important information about your landlord and the services we provide.
What is STAIRs?
From the 1st October a new government regulatory standard called the Social Tenants Access to Information Requirements (STAIRs) will come into force. At Populo, this only applies to Populo Homes tenants, rather than Populo Living tenants, in line with the legislation.
STAIRs helps residents access key information about your home, your landlord, and the services you receive, by requiring us as your landlord to share more information with you.
It provides more transparency for residents of privately registered providers (PRPs), such as Populo Homes, helping you understand how we operate and hold us to account should we fall short.
Watch a video from the Housing Ombudsman
A new publication scheme
From 1 October 2026 all housing providers must hold a publication scheme for residents as the first part of STAIRs. We already publish this in places on our website, and this page will link you to the relevant information. See below for the categories of information available. This information will be updated as and when new policies and reports are approved.
Information requests – available from April 2027
Part two of STAIRs comes into effect from April next year when residents will have a legal right to request information from us about how we manage your home and our services. This will ensure our services are transparent and accessible to you.
Governance and decision making
This section explains how we are, what’s important to us and how we run our business (ie governance).
About us
Populo Homes is a charitable registered society for the benefit of the community (Registration Number 8219) and a provider of social housing registered with and regulated by the Regulator of Social Housing (RP No. 5114). We are part of the Populo Living Group – find out more about our group, our values and our business plan.
Senior staff
You can find out more about our executive team here.
Governance and boards
We have a group board for Populo Living and dedicated Populo Homes board for our Registered Provider subsidiary which manages our social housing. Our sole shareholder is Newham council, and we have a Newham council representative on each board too. The boards set the overall strategy for us and ensure our Executive Team is working effectively. Find out more about our boards.
Governance is the system of rules, processes, and people used to direct, control, and manage our business, and we have policies and procedures to ensure that we do this well and that we act fairly and transparently.
Risk Management
All businesses operate with risks, and we have processes in place to identify, understand and manage these, to ensure they don’t impact our objectives. This is compiled in a risk registers, which is used to identify, assess, and track potential threats and opportunities that could affect a project or organization. This is not publishable as it contains commercially sensitive information.
Prioritisation of complaints
Our complaints policy explains how we ensure we’re compliant with the Housing Ombudsman's Complaint Handling Code. You can find out more about this and other resident policies on the About Your Home page, including:
Populo Living Group Domestic Abuse Group Policy – January 2026
Populo Living Group Anti-social & Hate Crime Policy – January 2026
Populo Living - HHSRS, Damp, Mould & Condensation Policy Revision 1.0 – October 2025
Resident engagement
We’ve worked with our residents on our Resident Engagement Strategy for Populo Homes tenants. We’re also working on Resident Building Safety Champions and our Resident Steering Group – which further involve residents in the management of their communities. If this sounds like something you'd be keen to be involved with please email hello@populoliving.co.uk.
Resident Newsletters
We send resident newsletters with updates twice a year - read the latest newsletter here.
Finance and spending
This section explains our approach to finance, both spending and income.
Financial reporting
Populo Homes prepares its own finances separate from the entire Populo Living Group finances [INDERJEET - OK]. This details how we generate income from rent, where this goes and what we spend to manage and improve our homes and services. [LINK TO WHAT – FINANCIAL REPORT/STATEMENT? MORE?]
- DO WE NEED SUBSIDIARY OR LEGACY FINANCIAL STATEMENTS, WHAT ABOUT GRANTS
Procurement
Procurement is the complete process of finding, choosing, and buying the goods and services Populo Homes needs to run. It is more than just shopping as it includes planning what to buy, comparing prices, talking to sellers to get good deals, and signing contracts. We have a clear policy that sets out how we do this process to ensure it is fair, transparent and gets best value, and meets the requirements of the February 2025 Procurement Act. All contracts exceeding the threshold set out by Procurement Act 2023 will be advertised on the government’s Find a Tender Service (FTS). [CORRECT?]
DO WE NEED INFORMATION ON OUR PROCUREMENT POLICY IN WHICH CASE DO WE PUBLISH IT – WITH REDACTIONS? CAN WE ADD IN THE VALUE FOR MONEY STRATEGY?
Resident financial support
[CURRENTLY WE DON’T HAVE ANYTHING ON THE WEBSITE AOBUT RESIDENT FINANCIAL SUPPORT/HARDSHIP/GRANT/BENEFITS – DO WE WANT THIS]
Rent and service charge
[WHAT DO WE SAY HERE – INCLUDE THE RENT POLICY?]
Major expenditures
[DO WE WANT TO INCLUDE ANY HIGH LEVEL EXPENDITURE THAT’S NOT ELSEWHERE IN REPORTS OR STRATEGIES/REPORTS?]
Housing stock management
This section explains how we maintain, repair and invest in our homes (our housing stock).
Populo Homes Stock
[DO WE WANT TO CREATE A SHAREABLE VERSION OF THE 12.2 CONSUMER STANDARDS SELF ASSESSMENT https://reddoorventures.sharepoint.com/sites/Populo_Living/Shared%20Documents/Forms/AllItems.aspx?id=%2Fsites%2FPopulo%5FLiving%2FShared%20Documents%2FPL%26PH%20Board%20Papers%20and%20Key%20Documents%2FBoard%20and%20Committee%20Meeting%20Papers%2FPH%2F2026%2F4%20%2D%20June%202026%2FItem%2012%2E2%20Consumer%20Standards%20Self%2DAssessment%2Epdf&parent=%2Fsites%2FPopulo%5FLiving%2FShared%20Documents%2FPL%26PH%20Board%20Papers%20and%20Key%20Documents%2FBoard%20and%20Committee%20Meeting%20Papers%2FPH%2F2026%2F4%20%2D%20June%202026 ]
Our strategic plan
[DO WE HAVE A STRATEGIC PLAN OR OBJECTIVES FOR SHORT, MEDIUM OR LONG TERM – BE NICE TO SAY WE PRIORITISE CREATION OF MORE AFFORDABLE HOMES AS PL DOESN’T TAKE A PROFIT BUT REINVEST BACK TO NEWHAM. DO YOU WANT TO REFERENCE SLA’S]
A list of our social and shared ownership homes is on the website. https://www.populoliving.co.uk/your-home/your-populo-homes-property/
Emergency, Urgent, Routine Repairs & Resident Responsibilities set out the process for both Populo Living and Populo Homes tenancies. https://www.populoliving.co.uk/media/bfjdezkx/landlord-and-resident-repairs-responsibilities.pdf
Stock Improvement
[DO WE HAVE A STRATEGIC PLAN SCHEME INVESTMENT PLAN POR POLICY]
Decent Homes Standard
The majority of our housing stock has been built or converted in the last decade, to building regulation compliance and in accordance with the London Plan which sets standards around housing and energy performance. Some, like the Old Fire Station, are slightly different, for example this building is Grade II listed, meaning that compliance standards vary slightly in comparison to the rest of our stock. Such buildings may not achieve the same EPC rating as the majority of our homes. [ALL OUR STOCK IS RELATIVELY NEW BUT DO WE SAY ANYTHING ABOUT THE STANDARDS OF OUR HOMES]
Sustainability
[ANYTHING TO SHARE ON ENVIRONMENTAL SOCIAL GOVERANANCE OR SUSTAINABILITY / NET ZERO IN GENERAL]
Energy efficiency
You can find the energy certificate for your scheme - Find an energy certificate - GOV.UK
New homes
We're committed to building new homes and, with a focus on sustainability, we're continuing work on our new developments, as well as regeneration projects. All of our developments prioritise affordable housing, ensuring we deliver the maximum number per scheme for Newham’s residents, in line with our role as Newham Council’s housing company.
Asset Management Strategy/Planned works
[DO WE HAVE ONE?]
Repairs Strategy
[DO WE HAVE ONE?]
Estates services
[DO WE HAVE ONE?]
Social impact statement
[DO WE HAVE ONE?]
Performance
This section outlines our performance in delivering services to residents
Inspection outcomes
[DO WE HAVE ONE?]
Performance Reviews/Evaluations
You can read our Annual reports & Accounts on the Your Home page, or here: Annual Report and Financial Statements 24-25 and Annual Report and Financial Statements 23-24
[DO WE HAVE ANY ADDITIONAL ANNUAL REVIEWS ETC YOU WANT TO SHARE, EG BOARD OR SHAREHOLDER REPORTS? ANY AUDITS TO SHARE – DO WE HAVE AN INTERNAL AUDIT CHARTER]
ESG Report
[DO WE HAVE AN ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT?]
TSMs
Tenant Satisfaction Measures (TSM) are undertaken XXXXX, and set out how well we’re doing in terms of the quality of our homes and services. You can see our most recent TSMs for Populo Homes here. https://www.populoliving.co.uk/your-home/your-populo-homes-property/ .
Complaints
We have policies and procedures for complaints and carry out self assessments against the Housing Ombudsman Complaint Handling Code https://www.populoliving.co.uk/your-home/your-populo-homes-property/ . These are Annual Complaints Performance for 2023, 2024 and 2025
• 2025 Annual Self Assessment Complaints Performance
• Populo Homes - Board Management's Response
• 2024 Annual Self Assessment Complaints Performance
• Populo Homes' Board Management's Response
• 2023 Annual Self Assemsent Complaints Performance
.[DO WE HAVE AN ANNUAL COMPLAINTS PERFORMANCE REPORT? WHAT ABOUT THE NEW END-OF-CLOSURE SURVEYS]
Compensation and redress
[IM PRESUMING WE HAVE NOT HAD A LANDLORD REPORT ON THE HOUSING OMBUDSMAN’S WEBSITE NOR PAID ANY COMPENSATION?]
Information request data
This data is not currently available. It will be published once residents are able to submit information requests from April 2027.
Health and safety performance and assessments
This data is not yet currently available.
Number of evictions
This data is not currently available.
Number of decants
This data is not currently available.
Housing services
This section provides information about the services we deliver to tenants and the advice and guidance we make available.
Our services
Information about your home is on our website at https://www.populoliving.co.uk/your-home/your-populo-homes-property/ Or find out more about the services we offer in our xxx. We also conducted XXX resident surgery days and plan more for the new year. [DO WE HAVE ANYTHING ADDITIONAL WITH THIS IN. THE SELF ASSESSMENT SAYS WE’VE SHARED BLOCK EMAILS AND FIRE FACT SHEETS (HIGH RISE ONLY OR ALL BUILDINGS?) – SHOULD TEHSE BE PUBLISHED AS PART OF THIS SCHEDULE? THIS SHOULD CONTAIN INFO ON REPAIRS AND MAINTENANCE IF NOT LISTED EARLIER, ASB (AND HOMEMASTER LOGGING OF THESE), ALLOCATIONS AND LETTINGS AND TENANCY MANAGEMENT. HOW DO TENANTS ACCESS SERVICES.]
Resident newsletters
The most recent resident newsletters are available on our website at https://www.populoliving.co.uk/your-home/your-populo-homes-property/
Building Guides
[OUR HUGS ARENT’ ON THE WEBSITE BUT CAN BE – BUT THIS IS ALL PUBLIC DOMAIN – YOU OK WITH THAT]
Your rights
[DO WE WANT TO BUILD A SECTION LIKE THIS - SHOULD THE TENANCY AGREEMENT HANDBOOK GO HERE? https://www.southernhousing.org.uk/managing-your-home/your-tenancy/your-rights-as-a-resident ]
Accessibility
We’re happy to provide information about our services in other formats, and our website uses the AccessiBe Widget (the icon of a person in a circle) which supports a range of accessibility features to support you.
Lists and registers
This section provides information on the registers we’re required to keep for the management of our housing services.
Registers required by law
[THE BELOW IN YELLOW IS FROM SOUTHERN HOUSING – WHICH OF THESE DO WE DO AND WHICH DO WE DOCUMENT/EXPLAIN. CURRENTLY THE WEBSITE DOESN’T HAVE ANY INFORMATION ON THESE PROCESS/CHECKS]
We are legally responsibility for certain important safety checks to ensure the home or building you live in remains safe
We carry out gas safety inspections at your home every year to check that any gas heating and hot water appliances, fittings and flues owned by us are safe
We inspect and test your electrical installations and any electrical appliances owned by Populo Homes, every four to five years
Our Water Hygiene Policy ensures we manage our water systems to help reduce the risk from legionella and other bacteria
We explain how we comply with all the Government guidance and regulations around fire and building safety to ensure all our buildings meet the required standards
Each building has its own Fire Risk Assessment. All current FRAs are available for residents to view and download. We’re installing posters in every building with a shared communal area with a site specific QR code. By scanning the QR code, you’ll be able to access your building’s current FRA and fire safety information. If your building doesn’t yet have a poster with a QR Code displayed, please get in touch and we’ll send you a copy.
We are committed to carrying out fire door inspections to all fire doors within our building
We provide a list of our high-rise buildings (HRB) here on our website. You'll find further information about our high rise buildings on the government’s website
Our building safety survey programme for high-rise buildings aims to identify and assess structural and fire safety risks in our HRB so we can take appropriate action to ensure resident safety and compliance with building and fire safety regulations
We launched our cladding remediation programme in response to a widely recognised need across the housing industry to improve building safety. Our cladding remediation programme finds and fixes unsafe external wall systems, often called cladding
Asbestos – our buildings are all relatively new so there is no risk of asbestos being in your home.
Social housing Management
This section contains a list of our policies relevant to Populo Homes tenants.
Policies
Some of our policies are group policies relevant for both Populo Living and Populo Homes tenants, and the policies will set out any differences between these two landlord roles where relevant in the policy. [DO WE WANT A LIST OF ALL POLICIES HERE THAT AFFECT SOCIAL MANAGEMENT – CURRENTLY WE HAVE THE FOLLOWING PEPPERPOTTED AROUND BUT WE CAN LINK THEM HERE, PLUS ADD MORE AS PDFS – LET ME KNOW WHICH ARE RELEVANT IN ADDITION TO:
Populo Living Group Complaints Policy
Document Reference: POP-BOARD-POLRev: 01 June 2024
Populo Living Group Domestic Abuse Group Policy – January 2026
Populo Living Group Anti-social & Hate Crime Policy – January 2026
Populo Living - HHSRS, Damp, Mould & Condensation Policy Revision 1.0 – October 2025 https://www.populoliving.co.uk/media/q5hnx4bj/populo-living-damp-and-mould-policy-oct-25.pdf
Populo Living Group Good Neighbourhood Management Policy February 2026 https://www.populoliving.co.uk/media/v3up1jjr/good-neighbourhood-management-policy-250924-v1-copy.pdf
Group Tenancy Policy Populo Living Group Tenancy Policy April 2025
STAIRs FAQs
Populo Homes Board
Meet the Populo Homes Board - and find out about our governance
The Populo Homes Board
Your Populo Home
Find out more about the management of your Populo Homes property
Your Populo Home
Find a home
If you're looking for a home on the private market to rent, check out our latest availability and join the Populo family!