The government has introduced a new regulatory standard called the Social Tenant Access to Information Requirements, also known as STAIRs.
STAIRs is designed to make it easier for you to access key information about your home, your landlord and the services you receive.
It helps you understand how we work, how decisions are made and how you can hold us to account.
The government requires all social housing providers to introduce a publication scheme by October 2026.
Our publication scheme brings important information about our housing services together in one place. It should help you find key information without needing to ask us first.
We’ll regularly review the information published here to ensure it remains accurate and up to date. We’ll add new information to this scheme when we’re required to, and whenever we think it will be useful and relevant to you.
We’ve organised this information into clear sections to help you find what you need.
Flagship Homes is part of Bromford Flagship LiveWest (BFL). You can find information about BFL and what we do below:
Our mission statement, vision and values, and corporate objectives
You can find information about how BFL is set up, including our Board, Executive Team and named people responsible for key areas of compliance:
Our Board, Executive Team and nominated people for compliance
You can find information about how we make decisions, the committees that oversee our work and our Constitutional Rules
You can see our committee structure and a description of what they do on pages 64-78 of our annual report.
Financial information we publish, including reports and accounts that explain how we spend money. This includes information about grants and service charge income where it is included in our published reports:
Our published financial reports and accounts
Information about merger and integration costs can be found in our Annual Report.
Information about the condition of our homes, repairs performance and customer satisfaction can be found in our TSM results.
Information from the Regulator of Social Housing
Our shared ownership applicant procedure helps ensure the process of buying a shared ownership home is fair, due to the demand and the guidelines set by Homes England.
Information about how we are performing including customer feedback, complaints information and decisions from external organisations.
Published inspection outcomes, ratings and decisions can be found from the Regulator of Social Housing and the Housing Ombudsman.
Housing Ombudsman - severe maladministration findings
Housing Ombudsman - Decisions archive
Complaint information
TSMs and our Customer Annual Report show how we are performing alongside customer perception.
Our Tenant Safisfaction Measures
We regularly publish news and updates about our work in our communities.
Complaints handling and performance information and compensation and redress information can be found in our Annual Complaints Report.
BFL reported 4 data breaches to the ICO during 25/26 financial year. The ICO has not taken any enforcement action against BFL in these matters.
Performance measures within our TSM results show information on safety checks.
If you need help accessing, navigating or understanding this publication scheme, or if you need information that is not listed here, please contact our Data Protection Officer DPO@flagship-housing.co.uk.
From April 2027, you will have a legal right to ask us for information about how we manage your home and the services we provide. This new right is designed to make our services more transparent and easier to understand.
Bromford Flagship LiveWest is developing its process for responding to STAIRs requests. We’ll provide more information about how you can make a request before April 2027.