STAIRs Publication Scheme

We publish information about who we are, what we aim to do and how we are governed.

You can find this in:

• Who we are – including our Purpose and Values, Board of Directors, Executive Team, senior managers, and teams.
• Our key governance documents – including how we run Coastline, our approach to equality, diversity and inclusion, our Code of Conduct, and whistleblowing policy.
• How we listen to customers - including how we consult with customers, and outputs from tenant engagement and scrutiny activity (such as reports or meeting summaries).
• How we respond to complaints - helping us to improve our services and provide better experiences for customers.
• Our annual reports – including our Annual Customer Report, Financial Statements and Involvement and Engagement Assessment.
• Environmental, Social and Governance reporting – a cornerstone of our commitment to sustainability, transparency, and accountability.

From our November 2026 Board of Directors meeting, we will also publish Board agendas, showing what our Board is discussing and a plain English summary of the minutes, including decisions made.

We publish information about how we use money to deliver homes and services, ensuring value for money.

You can find this in:

• Our annual reports – including our audited financial statements, which includes our value for money report, and annual report to customers
• Our annual rent letter
• How we buy goods and services

We may not publish detailed commercial information where this would harm Coastline or our partners.

We publish information about how we manage and improve homes, including:

• our plans and strategies for housing, repairs and investment
• how we maintain homes and communal areas
• investment in existing homes and improvements
• environmental and sustainability activity, including energy efficiency
• information about our communities and neighbourhood services

You can find this in:

• Our publications – including our key plans, strategies and reports, helping you understand what we are aiming to deliver
• Your community – including how we maintain safe, clean and well‑managed communal areas and support well-looked-after communities
• The Coastline Magazine – which provides news and information for you
• Our performance – including reporting on how we invest in homes and services
• Environmental, Social and Governance reports – including information on energy efficiency, carbon reduction and sustainability improvements

We publish information about how we are performing, including:

• customer satisfaction (including Tenant Satisfaction Measures)
• complaints performance and learning
• service performance (for example repairs, safety, and neighbourhood services)
• progress against our service commitments and priorities
• regulatory inspections, judgements and external reviews.

You can find this in:

• Reports from our regulators – including the Housing Ombudsman Service and Regulator of Social Housing.
• Our annual reports – including the Annual Report to Customers which provides a summary of how we have performed over the year, how we have spent money, and what we have done to improve homes and services for you. Our financial statements include reference to the Head of Internal Audit Opinion and the external auditor’s assessment of our accounts.
• Annual satisfaction survey – including Tenant Satisfaction Measures and improvement actions.
• Customer feedback – including the Complaint Performance and Improvement Annual Report, Annual Self-Assessment against the Housing Ombudsman Complaint Handling Code, and Housing Ombudsman Service reports about us.
• Meeting our pledges – showing how we perform against our service commitments.
• Performance – which brings performance reporting together over a 12-month period
• Press releases – which shares the latest news and updates about our work and communities.
• Internal audits and external reviews – these are referenced in our published financial statements.

We publish information to help you access services and get support.

You can find this in:

• Rental customers – our dedicated webpage to support those renting their home
• Leasehold and shared ownership customers – our dedicated webpage for those who have a Coastline lease or are a shared owner
• Customer feedback – how to make a complaint, give feedback or request support, alongside our approach to compensation
• Reporting antisocial behaviour – how to report issues and get help
• Reporting a repair – for if you find something isn’t working as it should
• Making payments - including ways to pay your rent and other charges or receive financial support
• Home safety - advice to help you keep your home safe, including guidance on fire, gas, electrical, water, asbestos and radon safety.

We publish safety information where it can be shared safely, including:

• fire, gas, electrical and water safety
• asbestos management and other building safety information
• damp and mould
• environmental and safety performance.

You can find this in:

• Home safety - including our approach to managing asbestos, electrical safety, fire safety, gas safety, radon gas, and water safety.
• Home health and safety compliance – within our Annual Report to Customers, we publish a summary of how we are performing against key building safety requirements. The detailed registers are not published because they contain information about individual homes.
• ESG reporting – including safety compliance and environmental information.
• Performance – including wider reporting on services and homes.
• Energy Performance Certificate (EPC) information, which is published and searchable by address.

We also publish our:

• Register of Directors Interests – updated at least annually.
• Summary Register of Information Requests – this will be published annually from 1st April 2027.

We don’t publish lists or registers which:

• Show detailed or building-specific information where this could affect safety or security.
• Individual homes, customers, or colleagues or which contain commercially sensitive information.

We publish policies that explain your rights and our responsibilities. You can find these on our policies page, including policies about:

• Your home, including adaptations, disrepair and pets policies
• Your tenancy or lease and neighbourhood, including anti-social behaviour, good neighbour, and rent policies
• Safety and support, including vulnerable customer, safeguarding and domestic abuse policies
• Your feedback, rights and information, including complaints, data protection and compensation policies

You can find further information on our dedicated webpages for:

• Rental customers
• Leasehold and shared ownership customers
• How we keep your home safe

These dedicated webpages include handbooks, guides, and frequently asked questions.

We are committed to being open and transparent. However, there are some situations where we cannot publish information because it would not be appropriate or lawful to do so.

This publication scheme covers information that we already hold about our social housing services. We are not required to create new records or documents, but we will publish the information we have wherever it is reasonable and appropriate to do so.

We do not publish:

• information about commercial or business activities not related to housing
• information about non-social housing services
• internal business information that does not affect customers
• information about care or support services that are separate from tenancy information
• draft documents
• working notes
• internal discussions or emails
• information that could identify an individual

We may also withhold information if publishing it could:

• breach confidentiality
• reveal legal advice
• affect legal or regulatory processes
• harm commercial interests
• put someone’s safety at risk

If you want to access your own personal data, please make a Data Subject Access Request. For more information see our Group Data Protection and Information Requests Policy or email the Data Protection Officer at cosec@coastlinehousing.co.uk

Sometimes we publish documents with some information removed. This is called redaction.

We may remove information to protect:

• personal details
• confidential information
• commercially sensitive information
• legal advice
• safety or security

If information has been removed from a document, we will make this clear. We will only remove information where there is a valid reason for doing so, such as protecting privacy, confidentiality, legal privilege, safety, security, commercial interests or ongoing legal/regulatory processes.

If you think we should be publishing something that you cannot find, please contact us via our Governance team at cosec@coastlinehousing.co.uk

In line with our Data Protection and Information Requests Policy we will review:

• whether we hold the information
• whether it relates to our services
• whether it is reasonable to publish.

We will normally respond within 30 days. If we decide not to publish information, we will explain our reasons.

1. What is STAIRs?

STAIRs stands for Social Tenant Access to Information Requirements.

These requirements help make sure social housing providers are open, transparent and accountable. They give customers easier access to information about how their landlord makes decisions, spends money, manages homes and delivers services.

2. Why has Coastline created a Publication Scheme?

Our Publication Scheme signposts to information that customers may find useful about:

• how Coastline is governed
• how we make decisions
• how we spend money
• how we maintain and improve homes
• how we perform as a landlord
• the services we provide
• policies that affect our customers.

The aim is to make information easier to find and access.

3. Where can I find information published under STAIRs?

Information is available through our STAIRs Publication Scheme and the links provided within it.

The scheme signposts information that we already publish across our website rather than reproducing every document in one place.

4. Can I ask for information that is not published?

Yes.

If you cannot find information related to the management of your social housing, you can contact us and ask whether the information is available under STAIRs.

In many cases, we may be able to provide information that is not routinely published on our website. 

5. Do I need to mention STAIRs when making a request?

No.

You do not need to refer to STAIRs or quote any legislation. Simply tell us what information you are looking for and we will consider the most appropriate way to deal with your request.

6. What information can I ask for?

The information must relate to the management of social housing.

Examples may include information about:

• repairs and maintenance
• estate management
• service charges
• complaints handling and performance
• customer service
• health and safety
• housing policies
• environmental performance
• home improvement programmes.

7. Will Coastline create new information if I ask for it?

No.

STAIRs gives customers access to information that already exists. We are not required to create new reports, complete new analysis or produce information that we do not already hold.

8. Will Coastline refuse information because it is embarrassing or critical?

No.

We will not refuse information simply because it may be critical of Coastline or because disclosure could cause reputational damage.

Decisions are based on legal requirements and the reasonable protection of people, information and services.

9. Does STAIRs include information held by Coastline’s contractors?

Yes, where the information relates to services they deliver on Coastline's behalf.

This may include contractors, consultants, managing agents or other

organisations acting for Coastline.

Where relevant information is held by another organisation, we will take reasonable steps to obtain it.

10. What if I think information is missing from the Publication Scheme?

If you believe we have not published information that should be available under STAIRs, please contact us and request a review.

We will consider your concerns and provide a response, normally within 30 calendar days.

11, What if I am unhappy with Coastline's response?

If you remain dissatisfied after our review, you may be able to refer the matter to the Housing Ombudsman Service.

Details of how to do this will be included in our review response or you can visit the Housing Ombudsman’s webpage on STAIRs at: Social Tenant Access to Information Requirements (STAIRs).

12. How often is the Publication Scheme updated?

We review and update our Publication Scheme regularly to ensure the information remains accurate, relevant and easy to access.

Some information is updated throughout the year, while other information is published annually or quarterly.

13. Who can I contact if I have questions?

If you need help finding information, making a request or understanding our Publication Scheme, please contact our Governance Team:

Telephone: 01209 200200
Email: cosec@coastlinehousing.co.uk

We will be happy to help.

Coastline is committed to being open, transparent and accountable. We will always try to provide information wherever possible, while balancing our legal responsibilities to protect personal information, safety and commercial confidentiality.