STAIRs – Listening to our customers

We held a customer focus group with 11 customers to understand how people use STAIRS and how we share information.

We wanted to hear real views so we can improve what we do and make sure our information is clear, useful, and easy to access for everyone.

What happened

11 customers joined us to share their experiences, ask questions, and take part in open discussion. We talked about STAIRS, the information we provide, and how easy it is to find and understand.

The session helped us see what is working well and where we need to improve.

What you told us

You told us that:

• Not enough people know about STAIRS
• Some information is hard to find or understand
• People may not know what they can ask for

You also want clearer information about:

• How money is spent and reinvested
• Repairs, costs, and history of work
• Planned maintenance and timescales
• Net Zero plans
• Evictions and the reasons why

Not everyone knew about support options such as different formats or languages.

“If we can’t access it, it’s not useful.”

You also asked for clearer communication, simple language, and better ways to give feedback and raise concerns.

What we are going to do

We are now using your feedback to make improvements. We will:

✅ Make information easier to find
✅ Use clear, simple language
✅ Share more about spending, repairs, and services
✅ Improve access with different formats and support
✅ Raise awareness of STAIRS
✅ Be clearer about decisions and timescales
✅ Make it easier to give feedback

We will also use common questions to create helpful FAQs.

Thank you

Thank you to the 11 customers who took part. Your feedback is helping us make real changes and improve the way we support you.