Social Tenants Access to Information Requirement scheme (STAIRs)
STAIRs stands for Social Tenants Access to Information Requirement scheme. It is a new standard introduced by the UK Government, launching in October 2026. Its launch follows a consultation which identified a need for greater transparency of information for tenants of private sector social housing providers.
Under STAIRs, classes of information outline the information that needs to be made available. Much of this information is already available on our website, but for ease, we have organised the information, with links to pages on our website where appropriate.
Governance and Decision Making
About Us
You can find out all about Lyng Community Association, our mission and values here. Details of the names and roles of staff and board members can be found on their respective website pages.
Governance
Click here to view our organisational structure. We are in the process of adopting the National Housing Federation’s Code of Conduct to inform our governance arrangements. The NHF Code of Conduct outlines the standards expected of people who work for, or govern social housing associations. It was created to protect residents, as well as individual housing associations and social housing as a whole. The full NHF Code of Conduct (July 2026) can be viewed here. All decision making processes and policies can be explored here. We deal with complaints based on the process outlined in our complaints policy. Upon receipt of complaints, each are dealt individually and on merit.
Tenant Consultation
All details regarding tenant consultations and the methodology used is available within our Tenant Participation Policy. This policy is currently undergoing review from the board, but once complete, will be found on our policies page. Tenant meeting minutes and agendas can be found on the Tenants Meetings page of our website.
Spending
Spending, Grants and Use of Service Charge Revenue
Financial statements, which outline the annual spending, grants allowances and service charge usage, can be found within our Annual Reports uploaded to Companies House; see here. Lyng also publishes an Annual Report that is delivered to all tenants and can be accessed on our website. This version aims to present the findings of the Annual Report in a more accessible and accommodating manner.
Tenant Rent Statements
Lyng Community Association provides tenants with quarterly rent statements around the first week of August, October, January and April. Between these periods tenants can request an up-to-date statement which will include the cost of service charges by calling 0121 525 5969, emailing info@lyng.com or popping in to the office at 3 Frank Fisher Way during opening hours.
Housing Stock Management
Plans
Our Business Plan comprises our three-year strategies, goals and targets. The Action Plan is reviewed and updated annually by our board providing progress updates on each target. Our Business Action Plans can be viewed here.
Maintenance Work
Our maintenance programme is split into Responsive Repairs, and Planned and Cyclical Maintenance. Responsive Repairs are defined as unpredictable, minor in nature, and often completed upon first visit. Planned and Cyclical Maintenance covers the general upkeep of properties, major component replacements, mandatory servicing along with a range of other criteria which is detailed within the policy. More information on our repairs programme can be found on our repairs webpage.
Progress towards Net Zero
Lyng Community Association aims to facilitate the move to zero carbon by 2050 in line with a target set in UK law. Housing associations face unique challenges with this process, navigating cutting carbon emissions and tackling climate change alongside major programmes of safety remediation and the development of new properties. Current concerns lie with funding, managing tenant expectations, and maintenance of components installed as a result of decarbonisation changes. There are no easy answers, particularly for small housing associations, such as LCA. We aim to continue to discuss and outline provisional plans for progressing towards net zero, whilst acknowledging and accommodating for changes that are inevitable in such a rapidly developing field.
Stock Transfers
Lyng Community Association has had no previous stock transfers. We are continually exploring options for the transference of stock and entering into management agreements. All updates on stock transfers will be published in the annual Business Action Plan.
Performance
Ratings and Reviews
Lyng Community Association is classed as a small provider by the Regulator of Social Housing, due to our owning of fewer than 1,000 units. As a result of our classification, we are not subject to the same routine inspections as large providers. We are not subject to the following regulatory measures;
- Inspection Outcomes
- Ratings
- Performance Reviews
- Evaluation Reports
Tenant Satisfaction Measures
The Regulator of Social Housing requires all registered providers to generate and report on Tenant Satisfaction Measures with the intention of creating standards of transparency, influence and accountability. There are specific metrics to be collected during perception surveys. These are:
- Overall Satisfaction
- Satisfaction with Repairs
- Satisfaction with time taken to complete most recent repair
- Satisfaction that the home is well maintained
- Satisfaction that the home is safe
- Satisfaction that the landlord listens to tenant views and acts upon them
- Satisfaction that the landlord keeps tenants informed about things that matter to them
- Agreement that the landlord treats tenants fairly and with respect
- Satisfaction with the landlord's approach to handling complaints
- Satisfaction that the landlord keeps communal areas clean and well maintained
- Satisfaction that the landlord makes a positive contribution to neighbourhoods
- Satisfaction with the landlord's approach to handling anti-social behaviour
Media Releases
Lyng Community Association produces three newsletters and an annual report each year which are hand delivered to residents of the estate. This newsletter outlines recent happenings on the Lyng, along with useful reminders and tips for maintaining your home. All of our newsletters can be accessed through our Lyng Line webpage. Small updates can often be found on our home page, or are posted to our Facebook account. Click here to follow our page or search LCA – Lyng Community Association.
Complaint Metrics
Lyng Community Association uploads annual complaints handling reports, detailing the complaints received during the year, outcomes of the complaints, and compares Lyng performance to small provider bench marking metrics. The report for 2025-26 can be viewed here. For more information on complaints, please see our complaints page.
Information Request Data and Responses
Implemented in October 2026, registered providers must make certain information proactively or routinely available where applicable. The classification of information that should be made available is listed below. See the Social Tenant Access to Information Requirements: policy statement for details of what these classifications include.
- Governance and Decision Making
- Spending
- Housing Stock Management
- Performance
- Housing Services
- Lists and Registers
- Social Housing Management
Health and Safety Performance and Assessments
Lyng Community Association are measured and report on the following:
- Decent Homes Standard
- Energy Performance Certificate system- electrical circuits and fittings will be tested every five years.
- Gas Certificates- your gas boiler will be serviced and safety tested annually. At the same time the smoke detectors and carbon monoxide alarms will be tested.
- Fire Safety Checks are conducted in our block of flats.
- Fire alarm tests are carried out weekly. Block inspections are also conducted weekly to check for any unreported damage to communal areas.
- A fire alarm engineer carries out tests and maintenance checks every three months.
- A fire alarm engineer carries out emergency lighting system checks every six months.
- A fire risk assessment is completed every year.
Maintenance Work
Details of how Lyng Community Association deals with and classifies repairs can be found on our Repairs webpage. LCA also conduct phone surveys to gain tenant feedback on the repairs process. These surveys have been conducted for both responsive repairs, and following planned maintenance programmes.
Number of Evictions
Lyng Community Association have had no evictions in recent years.
Housing Services
Description of Services
You can find out more about Lyng Community Association in the About Us section of our website. As social landlords, our responsibilities are to:
- Provide high quality homes.
- Set your rent in reference to the Homes and Communities Agency (HCA) formula.
- Offer a comprehensive repairs service.
- Manage the estate maintenance, including the exterior of homes and communal areas, such as car parks.
- Deliver first-rate and forthcoming customer service.
Advice and Guidance for Tenants
All advice for tenants can be found in the tenants’ area of the website. For further enquiries or specific questions, please don’t hesitate to call 0121 525 5969, email info@lyng.com or come into the office at 3 Frank Fisher Way during opening hours.
Lists and Registers
Information held in registers required by law
Registers relating to the management of social housing
Social Housing Management
Policies
Please click here to be redirected to our policies page.
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