STAIRs stands for Social Tenants Access to Information Requirement scheme. It’s a UK Government requirement which launches this year. STAIRs was created after consultation with residents in 2024 showed that specific landlord information needs to be easier for social housing tenants to find.
The Government haven’t announced exactly what information they’d like us to list yet, so we’ve had a look at their themes and grouped some information that you might find useful under each one. This information is already available on our website, so we’ve just put the links together here in one handy place.
Our resident information leaflets are on web pages across this website – just go to I rent my home or I own my home for more information.
Hometalk magazine is mailed out in hard copy but you can choose to receive it by email instead – scroll to the foot of this page to sign up. We also publish occasional e-newsletters and there is a form to receive these, too, in the same place.
All our publications are available in large print or audio versions. If you would like to receive a different version, or unsubscribe from receiving publicationsaltogether, please email communications@soha.co.uk or call us on 0800 014 15 45 (Freephone). To read any publications which appear on our website in another language, or to add English speech so that it is read aloud to you, please click on the red button bearing the figure of a person. This appears on the bottom right-hand side of most desktop, laptop and mobile screens next to the red Safety Exit button.
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Since 2023, the Regulator of Social Housing (RSH) has nationally measured how satisfied social housing tenants are with their landlords. The Tenant Satisfaction Measures are a list of questions, set by the Regulator, which all social landlords must ask residents. From your answers we can measure how well you think we’re performing, and better understand what we can improve. We report the outcomes of the TSMs to the Regulator so they can see how we’re doing too, and use the performance data in our quarterly and annual reports. We are only required to publish our LCRA (rental) figures, but we have included a snapshot of the most up-to-date shared ownership information too.
What is being measured?
The TSMs are made up of two sets of information: 12 perception questions, about what you think of our service (see How you say we’re performing); and 10 management data measures, which include management information like numbers of complaints received, or gas safety checks undertaken, over the year (see Measures calculated from management data). The management data, which landlords submit directly to the RSH, is important so that the Regulator can assess how we comply with the legal Consumer Standards.
Together, these 22 measures fall under 5 broad themes: keeping properties in good repair; maintaining building safety; respectful and helpful tenant-landlord engagement; effective handling of complaints; and responsible neighbourhood management.
How you said we’re performing so far this financial year
The graphics below show our most up-to-date results for tenants and shared owners in 2026-27. In the blue line graphs below, you can see the overall satisfaction scores you gave us each quarter. In the blue pie chart (looks like a donut!) and in the colourful bar charts, you can see the average overall satisfaction scores.
The regulator doesn’t ask us to publish the detailed shared owners’ results, but we’ve published the shared owners topline information below.
Our tenants’ overall satisfaction for Q1 2026-27
Our shared owners’ overall satisfaction for Q1 2026-27
Our tenant satisfaction results for the current financial year are shown below. ‘National Average’ is based on data from over 60 similar sized housing associations in the UK.
How you felt about our services at the end of 2025-26 (measures calculated from tenant perception data)
Tenant perception measure
Results
TP01 Proportion of respondents who report that they are satisfied with the overall service from their landlord
81.5%
TP02 Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
75.9%
TS03 Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair
73.5%
TP04 Proportion of respondents who report that they are satisfied that their home is well maintained
81.9%
TP05 Proportion of respondents who report that they are satisfied that their home is safe
86.8%
TP06 Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them
74.2%
TP07 Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them
84.3%
TP08 Proportion of respondents who report that they agtee their landlord treats them fairly and with respect
86.5%
TP09 Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling
39.9%
TP10 Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained
78.4%
TP11 Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighourhood
79.7%
TP12 Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour
69.1%
How well we looked after your homes by the end of 2025-26 (measures calculated from management data)
We are also required by the Regulator of Social Housing to publish specific management data so you can see what we report to the RSH. Below are our figures for 2025/26.
Management measure
Results
BS01 Homes for which all required gas safety checks have been carried out
100%
BS02 Homes for which all required fire risk assessments have been carried out
100%
BS03 Homes for which all required asbestos management surveys or re-inspections have been carried out
100%
Bs04 Homes for which all required legionella risk assessments have been carried out
100%
BS05 Homes for which all required communal passenger lift safety checks have been carried out
100%
NM01 (1) Anti-social behaviour cases opened per 1,000 homes
39.2 cases per 1000 homes
NM02 (2) Anti-social behaviour cases that involve hate incidents opened per 1,000 homes
0.1 cases per 1000 homes
RP01 Homes that do not meet the Decent Homes Standard
0.2%
RP02 (1) Non-emergency responsive repairs completed within the landlord’s target timescale*
58.5%
RP02 (2) Emergency responsive repairs completed within the landlord’s target timescale**
65.8%
CH01 (1) Stage 1 complaints received per 1,000 homes
59.7 stage 1 complaints received per 1000 homes
CH01 (2) Stage 2 complaints received per 1,000 homes
5.8 stage 2 complaints received per 1000 homes
CH02 (1) Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
100%
CH02 (2) Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
97.5%
*Repair timescales for non-emergency repairs: within 28 days.
**Repair timescales for emergency repairs: within 24 hours.
Previous performance results by financial year and quarter
Our tenants’ satisfaction results are shown in the links below. ‘National Average’ is based on data from over 60 similar sized housing associations in the UK.
Quarterly, we ask a sample of our tenants these questions by telephone using an independent research agency called Acuity Research and Practice. If they contact you, please offer your feedback. If you have any queries about Acuity, please do contact us.
In 2025/26, this is how we gathered the information:
From a possible 6950 homes, 1262 surveys were carried out between 23/05/2025 to 17/02/2026. Those surveys which were not completed within the timeframe did not count towards our sample size
Our achieved sample size (number of responses) for 2025/26 was 1262
The sample size was a randomly selected. No tenants were removed. It included current tenants from General Needs, Supported Housing and Intermediate properties, from a variety of tenure, age, and geographical area
The survey was carefully scripted to ensure a professional and consistent process
The 1262 surveys were divided over quarterly periods and taken by telephone, with the option for an online link to be via email by the interviewer if requested in the phone call by the resident (e.g. if it is not a convenient time)
Weighting was not applied to the generating of reports, nor were there any exclusions or failures to meet the required sample size
We did not offer incentives to encourage survey completion
There were no additional methodological issues which might have impacted the measures.
Rationale for telephone survey and database supply (click to expand)
Accessibility and inclusivity: Telephone surveys ensure accessibility for most tenants, especially those who may not have internet access; or who need support with digital skills or adult literacy. Telephone surveys helps us towards reaching a broad and representative sample
Engagement and high data quality: Talking over the phone gives more opportunity for participants to ask clarifying questions and leading to more accurate and detailed responses. This means more detail can be given when residents are dissatisfied
Representativeness of responses, reliability and consistency: The self-selecting method of online and postal survey means that questions can be skipped or not answered fully. Phone conversations are supported by the use of quotas, which means the results are of a better quality
Response rates: Historically, telephone surveys have higher response rates than other methods within this demographic, which means the responses are representative of our tenants
Reliability and consistency: Maintaining consistency with previous years’ methodologies allows for more reliable trend analysis. Using the same method of communication (the telephone-based approach) as the previous years creates a reliable trend analysis, which means we can more reliably track patterns year-on-year
Digital options: While we primarily used a 100% telephone approach, residents were given the option during the call to request the survey be sent to them digitally if they preferred. This option was available to all residents, enabling them to respond in the way that best suited their needs
Benchmarking compatibility: Telephone surveys appear to be the most popular survey method in the sector, followed by an online/telephone split which will allow us to compare the TSM metrics
Future surveys: Each year Acuity carry out a review of rates across various tenant sub-groups to ensure no one group of tenants did not take part. Acuity will take steps ahead of the next year’s surveys (2027/28) to promote engagement and adopt any new survey methods, if required.
Soha is a proud partner of Oxford Community Land Trust (OCLT), offering advice and guidance as the Trust builds eight high energy-efficiency apartments for affordable rent in West Oxford.
We will not be reopening Royal Scot House office this week in line with the government’s continuing guidance to work from home where possible. We are expecting updated guidance from the government later this week. We will update the home page and this section of the website to let you know if we are making any changes.
However, due to contractor Covid absences we are prioritising emergency repairs at the moment. We might also have to contact residents to re-schedule non-urgent repair appointments.
Please continue to contact us on 0800 014 15 45 or housing@soha.co.uk and thank you, in advance, for your patience.
To make sure that visitors and staff stay as safe as possible, we have closed our office in Didcot for the Christmas and New Year period early. We are still available to you.
We will reopen the building to visitors as soon as possible subject to Government guidance.
You can still contact us:
Up to 12 noon on 24 December please call 0800 014 15 45 (Freephone) or email housing@soha.co.uk.
Between 24 December and 4 January, if you have an emergency, please call 0800 014 15 45 (Freephone) the out of hours colleagues will be able to help.
You can leave correspondence in the mail box outside the main entrance to our offices (on Station Road, opposite Didcot Parkway station). This will be emptied daily during the business week.
Finally, if you have a smartphone and non-emergency repairs to report or other things to do, such as looking at your rent account, the Soha Housing app is free to download from your phone’s app store. It is also free to use. To register you will just need your tenancy reference number. This is usually around 12 digits long, starting with a 5, and should be on any correspondence from Soha. Do call us to confirm the number if you don’t have paperwork to hand.
We are very sorry that repairs of all sorts are taking longer than usual to be completed.
The repairs contractors with whom Soha works are, like those used by landlords across the UK, experiencing shortages of both materials and labour caused by a number of factors, including the ongoing Coronavirus pandemic.
Repairs tool box – all trades
Residents are understandably frustrated but please be assured we are doing our very best to serve everyone as fast as we can. If you would like an update on your repair before we close for the Christmas holidays on 24 December at noon, please ring 0800 014 15 45 (Freephone). Please note that our social media will not be monitored after that time until Soha staff return to work on 4 January.
If you have an emergency during the Christmas holidays, please call 0800 014 15 45 (Freephone) for help.
If you have a smartphone, you may like to consider downloading the Soha Housing app from your phone’s app store. It is free to download and to use and is a great way to report non-urgent repairs, look at your rent account and much more.
Soha today launches a major project to involve Soha residents, their neighbours, staff and more.
‘Playing with Words’ is a series of professionally-led free workshops to encourage creativity on the theme of ‘community’ in poetry, prose or music.
Six months of in-person and online sessions with Kevin Campbell of The KCD Collective will culminate in a performance in July 2022 at Didcot’s Cornerstone Arts Centre to celebrate Soha’s 25th anniversary.
The invitation to get involved with ‘Playing with Words’ is offered in 8 languages to inspire as many people from all cultures and backgrounds as possible to participate.
Find out more and where to catch a workshop near you by calling Andrea or Liz in Soha’s Resident Engagement team team on Freephone 0800 014 15 45 or emailing ri@soha.co.uk.
Soha’s Independent Living team remains an ‘outstanding’ provider of housing and services says an external appraisal of its performance.
The housing association manages bungalows, flats, houses and Extra Care apartments for people of later years across South Oxfordshire and the Vale of White Horse. A full assessment by erosh, a national consortium of providers of housing and support services for older people, is carried out every three years. The appraisal in June was a check on whether the ‘outstanding’ attribution it gave Soha in 2019 still obtains – and it does.
A blend of tenant and staff interviews and a written submission to be re-accredited found two particular areas of note: work on loneliness and isolation, and on digital inclusion.
Steve Rafferty of erosh, who conducted the mid-term appraisal, said: “The work that has been done in keeping in touch with older residents and offering support has been exceptional, with a big focus on digital inclusion for residents to stay in contact with family and others. Averting loneliness and isolation have been tackled at a time when activities have been limited and communal lounges closed. The extent of the offer and support provided to tenants and the wider community is impressive in relation to Soha’s size.”
“All residents spoken to were very impressed by the commitment shown by Soha staff during this difficult period.”
The picture shows Petypher House Extra Care scheme, near Abingdon, taken from the gardens
Give time to a worthwhile cause and everyone will benefit – especially the volunteer!
Connecting with your community, fancying a new challenge, wanting to meet people … there are as many reasons to give up some time to volunteer as there are opportunities to do so.
National Volunteer Week (1 – 7 June each year) shines the spotlight on the many benefits of volunteering and celebrates those who do it. A survey last May found that 10 million people across the UK were volunteering in their communities during the COVID-19 crisis. An amazing 78% of them said they would keep going after the lockdown. It’s understandable that working together with your community in an emergency has a powerful pull – but why do people volunteer in “normal” times?
Paul, Soha’s Digital Inclusion and Employment Support Adviser says, “Soha residents coming to the Launchpad service for employment support are often amazed that one of the first things I suggest is looking round their neighbourhoods for volunteering opportunities.
Whether it’s working in a charity shop or helping out at the animal sanctuary, some regular volunteering shows prospective employers that you’re reliable, friendly and keen to learn. If there’s nothing immediately available, or a resident’s location or mobility gives limited choices, there are always plenty of chances to get involved from home. That includes getting involved with Soha. A charity or good cause which uses you as a volunteer will always give you a reference, as will Soha. That valuable piece of paper can often be what makes a candidate for paid employment stand out.”
Soha is all for staff volunteering and gives “volunteering time”. Three colleagues have shared their perspective across three very different activities:
The connections Andrea has made through her experiences as a volunteer Girlguiding leader include meeting a Masai Chief – but she enjoys lots of other friendships locally as well
Membership & Community Engagement Co-ordinator Andrea (pictured) has been volunteering in Girlguiding for 26 years. She says, “I have built a network of Girlguiding friendships – many are former Guides who now have their own families. I have made connections in my local area as well as across Britain and internationally. I even met a Masai Chief!
For me it’s all about making a positive difference to the lives of young girls and women, giving them the skills and opportunities to talk about what matters to them, about having fun in a safe environment and trying new and exciting challenges.
It doesn’t matter if you volunteer for a year or for 20 years. What matters is that through your volunteering you are doing so much for the lives of so many young people. Girlguiding was a lifeline for me and our young people during Covid. Although we met online it was great to do some “normal things” and to see and chat to each other.
We always need adult volunteers, even just occasionally to accompany trips and activities, and we do our best to welcome, encourage and upskill them to help them to feel part of the worldwide family which I feel so lucky to be part of.”
Andrea talks about the new opportunities she gives young people, but often it’s the volunteer who wants to stretch themselves by learning new skills. Technical Officer Nigel is one of these: “I’m undergoing training with the RSPCA as a Wildlife Casualty Volunteer. I will be a point of contact for members of the public who report small animals that are injured. I will pick up mainly birds and take them to a vet or wildlife centre. I will be going out with RSPCA inspectors to be shown how to handle specific animals and be trained at a RSPCA wildlife centre. I’ll be volunteering at weekends and I have a feeling that it’ll be busy during the nesting season!
There have been times when work or home life have got in the way of doing as much as I’d like but the RSPCA – and I’m sure any charity which people volunteer for – is very grateful for whatever I can do. Even though I’m now training to do a very much outdoors job there are opportunities to help from home and I’ve been given that chance when my lifestyle at that time has meant it’s a way to carry on being involved with a cause I feel strongly about.”
We’ve seen a few motivations for volunteering without even considering the health benefits: any number of academic studies directly connect giving to others to recovery from stress or depression because of the mental stimulation and sense of purpose it provides. It can also help protect your physical health.
Development Manager Lizzie knows all about that. She says, “I love being engaged with the outdoors. It is the one place where I feel I can breathe fully, and think straight without the distractions of daily life. I am an enthusiastic advocate for the importance of this for us all, both for mental and physical health. I also feel it is a brilliant way for us to realise how beautiful this world is that we should do all we can to protect.”
With that in mind it was clear that, when initially looking around for an opportunity to meet people her own age, she would chose Bremex mountaineering club. She continues “Eight years on I am training for my Mountain Leader (ML) qualification. I also volunteer with the Oxped Duke of Edinburgh (DofE) award centre from their base at the John Mason School in Abingdon but the programme has been on hold due to Covid. Bremex is starting up again now with some small-scale monthly meets since April, monthly Committee meetings (I’m now Secretary) and a monthly lecture series. It’s been a big learning experience. There’s a lot to do: website, social media, e-newsletters, minutes … every day is a school day for me at the moment!
Volunteering has taught me a lot about myself, reflecting on my own experience of being a young person. It has been incredibly rewarding to oversee the young adults go through the team building and personal challenge of undertaking the expeditions.
Soha Resident Engagement and Communities Manager, Jackie Logan, today spoke at the Westminster Insight – Improving Tenant Engagement Digital Conference.
“We want people to define their own priorities – rather than work to any agenda we might have – and to work together to find sustainable solutions.”
Her brief was to talk about how Soha has been tackling loneliness and reaching out to create a sense of community. She covered Soha’s experiences in delivering the resident-led loneliness project and how residents are now at work on the inititive in their communities.
Jackie said, “it’s important to us, as a mutual housing association, that we shift power to our communities. We want people to define their own priorities – rather than work to any agenda we might have – and to work together to find sustainable solutions. Our members have made significant steps towards achieving this in their communities. We’re grateful for such a dedicated team of Community Connectors.
Anyone interested in exploring more than the experiences I had time to describe is very welcome to contact me at ri@soha.co.uk.”
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