Social Tenants Access to Information Requirements (STAIRS)
The Government has introduced new requirements for social landlords to provide information to their tenants, effective from 1st October 2026. This page is intended to make this information easily accessible, but if you are a Family Housing tenant and you can't find what you are looking for, please get in touch. From 1st April 2027, social landlords will also be required to respond to information requested by a tenant. More information on this right will be included here nearer the time. The STAIRS requirements provide a number of key areas where social landlords must provide information:
Governance and Decision Making
The senior staff at Family Housing are Neil Moffatt (Chief Executive), Mark French (Operations Director and Deputy Chief Executive) and Lisa Milns (Finance Director). Information on all Staff and their roles at Family Housing Association can be found here.
We have 9 staff in total. Our organisation structure can be found here.
The work of Family Housing is overseen by our Board. Each Board Member is involved in a voluntary capacity and brings a range of specific skills and experience that is relevant to the running of the Association. Some of our Board Members also serve on our Audit Committee. Full details of our Board can be found here.
To read how Family Housing Association will meet its business objectives in the short, medium, and long term, our Business Plan is available on request.
The right to complain is very important as if provides a structured way for people to raise issues when we have failed to meet their expectations. You can find out more about our complaints process here.
We involve tenants in all our work. We have a Customer Panel made up of a group of tenants who meet 4 times a year to discuss our work, review policies that affect tenant services and to provide feedback. You can find out more about the work of the Customer Panel here.
Spending
With the exception of a small amount of bank interest, all of our income comes from the rent paid by our tenants. The pie chart below shows how your rent was spent during 2025.
For detailed financial information you can see our annual accounts here.
To view Family Housing Association’s performance over the past year and our ongoing commitment to putting tenants and local communities first, please request a copy of our annual report.
Family Housing Association’s procurement policy is
available on request.
Housing Stock Management
Planned Maintenance: Each year we inspect one fifth of our properties and carry out long term maintenance works. This could be replacing kitchens or bathrooms or more general repairs. We also paint the outside of our homes where appropriate. The Planned Maintenance Programme in 2026 focuses on 81 properties across Birkenhead and Bromborough. If you home is included in the programme you will have received a visit from our Asset Manager earlier in the year. Information about Planned Maintenance can be found in the Annual Report and the Tenant Newsletter.
Net Zero: The Government has a target for the country to reach net zero by 2050. This means that overall, the country will capture as much carbon as it creates. This will require significant investment in reducing carbon emissions along with facilities to capture carbon equivalent to what we produce. Housing has a significant role to play in this, as around 18% of the UK's carbon emissions comes from heating our homes. To make progress towards this target, the Government has announced new Minimum Energy Efficiency Standards for social housing. The new standard has three criteria. 1) Building Fabric - how well insulated a home is. A home must have an Energy Performance Certificate of Band C or better. 2) Low carbon heating - use of electric to heat homes such as air source heat pumps. 3) Smart readiness - such as solar panels, batteries and smart meters. Every housing association property much meet one of these criteria by 2030 and two by 2039. Currently Family Housing Association is focusing resources in assuring all our homes meet EPC Band C for building fabric. There will be some exemptions, such as for listed buildings, but the detail around these has not yet been made available.
Performance
Tenant Satisfaction Measures (TSM): The Government requires all social landlords to publish the results of a survey of tenants along with some other important statistics. You can see our latest Tenant Satisfaction Measures here. This plus other information about performance can be found in the Annual Report.
Complaints Performance: Every year we analyse the complaints that we have received over the last 12 months to consider whether there are any trends that suggest that we are falling short in a particular area. You can see out Complaints Review here.
Housing Services
Our website contains lots of information for tenants. This can be found here on our Tenant Services page. On this page you can find your Tenant's handbook, information on Mutual Exchanges, find out how to complain, report repairs, request a rent statement, report Anti-Social Behaviour, information on your rights as a tenant, our Service Standards our Pet Policy and much more.
Lists and Registers
Family Housing Associations maintains a number of list and registers, some of which are required by law.
Family Housing Association is a member of Property Pool Plus, a choice based letting scheme that is effectively a waiting list for social housing that covers the Mersey Region, including Wirral, Liverpool, Halton, Sefton and Knowsley. More information on how to access our homes can be found here.
Asbestos Register - a list of the known or suspects asbestos in our homes.
Fire Safety - a list of regular inspections of communal areas
Transfer Waiting List - a list of tenants who have expressed a desire to transfer to another one of our homes.
Accident Record - a record of accidents in the workplace.
Complaints Record - a list of complaints made and when they were resolved.
Social Housing Management
Family Housing Association manages your home in accordance with various policies set by the Board. A list of Policies relevant to tenant services can be found here. The type of service and standard of service you can expect to receive is explained in our Service Standards, which can be found here.
Please note, we are still developing the content of this page so new information will be added soon.
If you would like any more information please contact the office on 0151 647 5000
