Transparency, influence and accountability

STAIRs

Making sure social housing residents can easily find information about their landlord, their home, and the services they receive.

What is STAIRs?

STAIRs stands for Social Tenants Access to Information Requirements. It's a regulatory standard that makes it easier for social housing residents to access information about their landlord, their home, and the services they receive.

STAIRs is built on principles of openness and transparency, and supports the Regulator of Social Housing's ‘Transparency, Influence and Accountability’ standard. It helps residents understand how housing providers like Flint Housing work, and helps customers hold us to account.

You can read the full requirements in the Government's STAIRs policy statement.

STAIRs publication scheme

Like other registered providers, we publish key information on our website. To make this easy to find without having to ask, we've organised this information in one place. This is known as our STAIRs publication scheme.

We've grouped the information into clear sections below, and we'll regularly review it to make sure it remains accurate and up to date. We'll also add new information here whenever it's useful and relevant to our customers.

Governance and decision making

This section provides information on who we are, how we are run and how we make key decisions.

Who we are: Find out more about Flint Housing, including our mission and history, on our About us page.

How we're run: Flint Housing is a registered provider of social housing in England — company number 12630477, Regulator of Social Housing ref: 5140. Read our latest 2024 Annual Report. We work with our housing management provider, Pinnacle, to manage our homes and deliver services to residents.

Our Board and senior staff: Meet our Board members and Executive Team on the Our Leadership Team page.

How we make decisions: Our Board and Executive Team work together to make decisions. You can see our Board's response in the governing body response to our annual complaints report.

How we prioritise complaints: Our complaints processensures we handle complaints in line with the Housing Ombudsman's Complaint Handling Code. The Housing Ombudsman publishes regular reports on themes, trends and lessons from complaints across the sector on the Housing Ombudsman website.

Customer engagement: Our customers are at the heart of our decision making. You can share your views through our feedback and complaints routes, and find out more about getting involved in our residents area.

Spending

This section explains how the income we receive is used to maintain our homes, deliver services and invest in improvements.

Our annual accounts provide a summary of business activity for each year, including grants and service charge income: 2024 Annual Report.

Our Value for Money Statement explains how we deliver value for money.

On our rent and service charges page and our shared owners page, you can find information about what your rent is used for, how service charges are calculated, key dates and FAQs.

Detail of our expenditure over £500 is available on request. Contact us to ask.

Housing stock management

This section explains how we manage and maintain our homes.

See where our homes are and how we are building new ones on our Our Projects page.

Repairs & improvements explains how to request a repair, what we are responsible for fixing, and how long repairs usually take, including for emergencies.

Communal spaces explains how the shared areas of your building are managed.

Building safety & compliance sets out how we keep our buildings safe.

Our strategic plan, customer and asset management strategy, and sustainability and net zero information are available on request. Contact us to ask.

Performance

We report on our performance and how satisfied customers are, and produce an annual report each year to tell you what we've been focusing on and why.

Performance reviews: Our Performance, feedback & complaints page includes our Complaints Performance and Service Improvement Report and our Complaint Handling Code self-assessment.

Tenant Satisfaction Measures (TSM): Each year we share our TSM results with you. These measures show how we're performing in providing quality homes and services: 2025 TSM Report.

Health and safety performance: Our approach is set out in our building safety & compliance policies.

Media releases: View the latest news from Flint Housing on our news page.

Information on evictions and our current rating from the Regulator of Social Housing is available on request. Contact us to ask.

Housing services

This section explains the services we provide and how to access them.

We provide a range of information and resources to help residents settle into their home and understand their tenancy in our residents area.

Information for tenants — including reporting repairs, access to your home, and feedback and complaints.

Information for shared owners — including staircasing, selling your home, and service charges.

Find out how communal spaces are managed, and read answers to common questions in our FAQs.

Manage your home and report repairs through the Pinnacle portal or the Ark app (App Store, Google Play).

We're committed to making our information accessible and can provide details about our services in alternative formats on request. See our Accessibility statement.

Contact usif you need help or can't find what you're looking for.

Lists and registers

As part of managing our homes and services, we keep a number of lists and registers. Some are required by law, and others help us manage housing services safely, fairly and transparently. Under STAIRs, you can ask for information from these lists and registers where it relates to how your home or building is managed.

Registers required by law:

Gas safety records — Gas Safety Policy
Fire safety records — Fire Safety Policy
Electrical safety — Electrical Installation Safety Policy
Building safety — Building Safety Policy
Lift safety — Lift Safety Policy
Water hygiene and legionella — Water Hygiene Policy
Asbestos — Asbestos Management Policy

You can request information from these registers that relates to your home or building.

Repairs and maintenance records:

We keep records of repairs and maintenance to homes and shared areas, such as:

The type of repair
When it was reported and completed
Whether it was urgent or routine
If it was completed within target timescales

Our Repairs & improvements policies explain more.

Other records and registers we maintain:

Damp and mould: We're committed to providing safe, healthy homes. Read our Damp, Mould and Condensation Management Policy.
Aids and adaptations: We can provide equipment and make adaptations to your home. Read our Adaptations Policy.
Complaints records: We keep a record of complaints we receive and how they are handled, so we can learn and make improvements. If you request information from complaint records, we will remove personal details about other residents. Read our Complaints Policy.
Service charge records: For homes where service charges apply, we keep records showing what services are provided, how costs are calculated and shared, and how charges are applied. Find out more on our rent and service charges page.

Social housing management

Our Policies hub brings together all of our customer policies — how we let our homes, manage tenancies, rents and service charges, carry out repairs, and keep our buildings safe:

Information requests

If you can't find the information you need, you can ask for it. Tenants of Flint Housing — or someone acting on a tenant's behalf — can request relevant information in writing.

Our current route for information requests is through our housing management provider, Pinnacle, who handle the day-to-day management of your home. You can contact Pinnacle at flinthousing@pinnaclegroup.co.uk or by phone on 0808 196 8275.

If you are unhappy with Pinnacle's response, or would rather raise a request directly with us, please contact Flint Housing at info@flint-housing.co.uk.

How to contact us

We're committed to meeting the needs of our residents and complying with our regulatory obligations. If you need support in accessing, navigating or understanding this publication scheme, or if you require any information that is not included, please contact us and we'll be happy to help.

If you believe we hold information that should be published under our STAIRs publication scheme but has not been made available, you can ask us to review this. We will review your request within 30 calendar days, although additional time may be needed in some circumstances. If, having raised a matter with us, you are unhappy with the outcome of our response, you can escalate the matter to the Housing Ombudsman.

Pinnacle — your first point of contact

Email: flinthousing@pinnaclegroup.co.uk

Phone: 0808 196 8275

Flint Housing — if you're unhappy with Pinnacle

Email: info@flint-housing.co.uk

Post: 3 Bunhill Row, London, EC1Y 8YZ

Housing Ombudsman — independent escalation

Website: www.housing-ombudsman.org.uk