Social Tenants Access to Information Requirements
The government has introduced the Social Tenant Access to Information Requirements (STAIRs).
STAIRs makes it easier for you to access important information about your home, the services we provide and how Pathways operates. It’s designed to help you understand how we work, what you can expect from us and how we’re performing.
By increasing transparency across private registered providers of social housing, including Pathways, STAIRs helps you understand how we work, how decisions are made and how we’re performing against the services we provide.
Detailed government guidance on STAIRS can be found here.
The Publication Scheme
By 1 October 2026, all registered housing providers must have a STAIRs publication scheme in place.
To make it easier to find the information you’re looking for, we’ve organised everything into the STAIRs categories below and included links to the relevant pages and documents.
As Pathways is currently welcoming its first customers, some information, such as quarterly performance figures, is not available yet. We’ll publish this information as soon as it becomes available.
We will continue to review and update this publication scheme on a regular basis to ensure the information remains accurate, current, and easy to access. We will also add further information about our services whenever required.
Governance and decision making
This section explains how Pathways is governed and how decisions are made.
Our story explains who we are and what we do. Meet the team introduces our Board members and Executive team and outlines their roles at Pathways.
Our Pathways Annual Report and Financial Statements sets out our purpose, vision, values, ambitions and commitment to customers. It also explains our governance framework and the Board’s oversight of strategy, performance, risk, customer outcomes and regulatory compliance, supported by clear delegations and transparent reporting.
You can find all our customer policies in the Customer hub. This includes our Complaints Policy, which explains how we handle complaints and comply with the Housing Ombudsman’s Complaint Handling Code as a registered member of the Housing Ombudsman Scheme.
Customer voice explains how you can share your feedback and help shape the services we provide. Your views play an important role in helping us improve the customer experience. We will report results of customer consultations when they become available.
In the Summer of 2027 we will publish our first Customer Annual Report.
Spending
This is about how Pathways is funded and how we use this money to develop and manage customers’ homes.
We publish details of spending, grants and use of rent and service charge revenue as applicable in our Pathways Annual Report and Financial Statements.
We will publish our first Annual Customer report in the Summer 2027 and this will include a summary of Pathways spending.
We are committed to achieving value for money while delivering high-quality services for our customers. We follow robust procurement processes and make decisions in a fair, transparent and responsible way. This includes managing conflicts of interest, maintaining appropriate records and continued transparency in our decision making.
Housing Stock Management
Plans and objectives
The Pathways Annual Report and Financial Statements includes information on:
- Pathways portfolio
- Environmental, social and governance commitment.
Stock condition and repairs and maintenance
As a shared owner, you are responsible for keeping your home in good condition and repair. We will meet all relevant health and safety obligations and work with estate managers to help ensure communal areas and shared spaces are maintained to a good standard. We regularly review costs to help ensure services provide value for money. Please refer to the following policies for more information Shared Ownership Policy, Repairs Policy, Damp, Mould & Condensation Policy and Neighbourhood Management Policy
Performance
Inspection outcomes – Pathways currently manages fewer than 1,000 homes and has not yet received a regulatory inspection or judgement. We continue to meet our regulatory obligations and comply with all relevant requirements.
Performance reviews and evaluation reports
We believe it’s important that customers can see how we’re performing and where we can improve. As Pathways is currently welcoming its first customers, some of the information listed is not yet available. We’ll publish performance information, reports and key service measures here as they become available and update this section regularly.
This section will be updated over time to include:
- Quarterly performance figures
- Complaints metrics
- Health and safety performance and assessments
- ESG performance
- Tenant satisfaction measures
- Customer annual review
- Performance reviews
- Evaluation reports
- Information request data and responses
- Maintenance work
- Number of evictions.
Housing Ombudsman
The Housing Ombudsman publishes decisions on any investigated cases on their Decision Archive. Their decisions about Pathways, if there are any, can be found here.
The compensation and redress Landlord Performance report on the Housing Ombudsman website details how much compensation we paid, if any, as ordered by the Housing Ombudsman.
Housing Services
Our customer hub contains information about the services available to you as a Pathways customer. You’ll find customer policies, guidance on buying more shares in your home, information about selling your home and answers to frequently asked questions.
If you need information in a different format, please contact us and we’ll be happy to help.
Lists and registers
Our Pathways Board Directors are listed at Companies House – Citra Pathways Limited
Social housing management
Our policies and frameworks that affect our customers can be found here. – Customer policies
Need more information?
Can’t find the information you’re looking for?
If you’d like information that isn’t included in this publication scheme, please get in touch and we’ll do our best to help.
If you believe information should be included within our STAIRs Publication Scheme, you can ask us to review it.
We’ll review your request within 30 calendar days. In some circumstances we may need additional time, but we’ll keep you informed throughout the process.
If you’re unhappy with our response, you can refer your complaint to the Housing Ombudsman for independent review.
Information requests
From April 2027, you will have a legal right to request information about how we manage your home and deliver our services. This new right is intended to improve transparency and help you better understand the services we provide.
Pathways is currently developing the process for handling STAIRs requests. We will publish further details about how to submit a request before the new arrangements come into effect in April 2027.
Have a
question?
If you have a question about Pathways, take a look at our Pathways FAQs section. If you’d like to talk to a member of our team, email us at pathways@lloydsliving.co.uk or call us on 0345 030 6546 and let us know how we can help.