STAIRs Publication Scheme
Tonic Housing is committed to openness, transparency and accountability. This Publication Scheme explains the types of information we routinely publish about how we manage our social housing. It is designed to help residents easily find information about our services, decisions and performance.
We will publish all information that falls within the scope of the Social Tenants Access to Information Requirements (STAIRs) unless it is reasonable to withhold or redact it (for example, to protect personal data, confidentiality, safety, or commercially sensitive material). Where information is withheld, we will explain why.
1. About Tonic Housing – Who We Are and How We Are Run
Information that explains our organisation, governance and leadership, including:
Legal status, registration details and charitable objectives
Regulatory judgements and compliance statements
2. How We Manage Homes and Provide Services
Information about how we look after our homes and deliver services, including:
Repairs and Maintenance policy
Planned works
Damp, mould and condensation guidance
Service standards and resident charters
Tenancy Management Policy incl. asset management approach, accessibility commitments and reasonable adjustments
Information on how we work with managing agents or contractors
3. Policies and Procedures
Policies that explain how we make decisions and deliver services can be found in our Policy Library.
4. Performance and Accountability
Information showing how well we are performing, including:
Tenant Satisfaction Measures (TSMs)
Complaints performance and learning + Resident scrutiny reports
Repairs performance
Outcomes from consultations and engagement activities
5. Decision‑Making and Governance Transparency
Information that helps residents understand how decisions are made, including:
Board meeting summaries incl. key decisions affecting homes or services
Consultation outcomes
Major organisational changes (e.g. mergers, partnerships)
Where meeting papers contain personal data or commercially sensitive information, these will be redacted or withheld in line with the STAIRs reasonableness test.
6. Financial and Organisational Information
Information that explains how we use our resources, including:
Funding sources and investment plans
Information relating to non‑social‑housing activities (e.g. market rent, commercial leases, care contracts delivered for local authorities) is out of scope and will not be published.
7. Resident Influence and Engagement
Information about how residents can shape services, including:
Scrutiny group terms of reference
Outcomes of resident panels, surveys and consultations
Out‑of‑Scope Information
Some information is outside the scope of STAIRs, including:
Information relating to non‑social‑housing homes (e.g. market rent, commercial units)
Draft documents, working papers and internal emails
Archived or superseded documents
Information held by third parties where Tonic is not responsible for the social housing function
Redactions and Withholding Information
We may redact or withhold information where it is reasonable to do so, for example:
Personal data
Confidential or legally protected information
Commercially sensitive material
Information that could compromise safety or security
Where information is redacted, we will clearly state the reason (e.g. “redacted due to commercial sensitivity”).
Accessing Information
All information covered by this scheme will be published on the Tonic Housing website in an accessible format. Residents may request alternative formats (e.g., large print, screen‑reader compatible, other languages) free of charge.
Requesting Information (from April 2027)
Residents can request information in writing via Email (info@tonichousing.org.uk), Letter (Tonic Housing, Bankhouse, 20 Albert Embankment, London, SE1 7FY) or Text message.
We will respond within 30 days, unless exceptional circumstances apply. Residents can request a review if they believe information should have been published or disclosed. If still dissatisfied, they may contact the Housing Ombudsman.
Request Refusals
We will always try to share information unless there is a good reason not to. It doesn’t matter why you are asking us for information, or how you plan to use it – we won’t take this into account. If we withhold or remove (redact) information, we will explain why.
We may refuse a request if it is unclear, abusive, or repeated.
If answering the request would take more than 18 hours of staff time we may need to refuse it or ask you to narrow it.
We may also refuse if sharing the information could cause harm or if the law prevents us from sharing or if we find it is reasonable to do so. We may need to balance the benefits of sharing with any risk of harm, such as risk to safety, confidentiality, or business negotiations. We will consider whether releasing information could harm individuals or third parties, or whether it would break data protection rules. We will also take into account any views of relevant third parties if the information relates to them.