Last reviewed: 1 September 2026
The Social Tenants Access to Information Requirements (STAIRs) make it easier to find key information about your home, the services you receive and how we work as your landlord.
STAIRs mainly applies if you rent a social home from us or own less than 100% of your shared ownership home.
The government introduced STAIRs to give you clear information about your landlord and housing services. This information can help you understand how we work and hold us to account.
Find published information
Our STAIRs publication scheme brings important information about our homes and services together in one place. You can find the information you need without asking us for it.
We will review this information often to make sure it is correct and up to date. We will add information when:
- the government requires us to publish it
- we think it will be useful to you
We publish information in plain english where possible and regularly test and update content based on resident feedback.
The information we have linked to will open in new tabs. You can also request the information in different formats using our translation services.
Any tenants or individuals can learn about our mission statement, vision and values and corporate objectives on about us, and our MTVH 2030 strategy.
How we make decisions
Our board, committees, executive team and group companies are all part of our internal decision-making structure. Read about the decisions that have been made in our annual report, residents report and community impact report.
Working with residents
We regularly ask residents for their views and encourage them to share their voice.
This is strengthened by residents holding us accountable through forums and their views heard nationally through the National Customer Council.
Read the National Customer Council minutes to find out more.
You can see the breakdown of your rent, how much we charge, and your current balance in your MTVH Online account.
Our spending
Find our audited financial statements and details about spending, grants and use of service charge revenue in our annual report and residents report.
Our suppliers
Find out how we choose our suppliers, and where we advertise contracts and tenders over £30,000 on our supplying us page.
Read our policies and terms for our suppliers to understand what we need from suppliers to support our homes and residents.
Read how to rent a MTVH home.
Maintaining our homes
Read our MTVH 2030 strategy to find out how we plan to keep our homes in decent condition, manage our estates and build 6,000 new affordable homes.
Read about how we intend to fund this through our sustainable investment programme.
Visit our repairs page to see our repair process.
View our Tenant Satisfaction Measures page for information on the condition of our homes, improvements we have made, and how we are meeting the Regulator for Social Housing’s consumer standards
Our social values
Read our social value policy to find out how we choose suppliers that support our sustainability goals in our 2030 strategy.
Read our community impact and sustainability report to find out how we plan to reach our long-term vision of net zero by 2050.
Property details
You can find details about the homes we own and sell, our housing stock performance, and asset transfers in our annual report and sustainability report.
Community engagement
Find out how you can share your voice to help improve your community, home and our services.
We set expectations and publish information about our performance on our promise to you.
Our service standards are a guide to the service you can expect from us. These standards conform with all regulatory requirements.
Regulatory inspections
The Regulator of Social Housing inspects how we operate as a business. In 2025 we received ratings of C2, G2 and V2. View our latest regulatory judgment.
Tenant Satisfaction Measures
Each year we share our Tenant Satisfaction Measures (TSM) results with you. The TSMs are a set of measures that tell you how well we’re doing at providing quality homes and services.
Media releases
Read the latest news published by MTVH.
Use the filter ‘RNS announcements’ on our Investor relations documents to see Regulatory News Service announcements that may impact investors.
Complaint performance
If you are unhappy with the standards of service or something we’ve done, you can make a complaint about MTVH.
Read our complaints performance page to see how many complaints we’ve received.
Read our annual complaints performance and service improvement report for April 2025 to March 2026. It explains our performance and how we meet the Housing Ombudsman Complaint Handling Code.
Read our self-assessment against the Housing Ombudsman’s Complaint Handling Code.
The Housing Ombudsman publish decisions about complaints it has investigated in the Decision Archive. To view their decisions about us:
- enter ‘MTVH Housing’ in the landlord name field
- select ‘Apply Filters’.
Read our complaints policy to find out how we deal with complaints and dissatisfaction with our services.
Read our compensation policy (customer remedies) to find out when we may offer compensation or another way to put things right.
Use this website or your MTVH Online account understand what to expect from us and access our housing services.
Community engagement
We stay connected to our residents and hold ourselves accountable to them through our forums and resident groups.
We don’t publish information from lists and registers because it may reveal residents’ personal details. Contact us to request safety information about you and your home.
Read our policies to find out how we manage social housing, run our services and meet our standards.
Ask us for information from April 2027
All social housing providers must introduce a STAIRs publication scheme by October 2026.
From April 2027, you will have the right to ask us for information about how we manage your home and provide services.
We are developing a clear process for these requests. We will explain how to ask for information before this right starts in April 2027.