STAIRS
At Portus Supported Housing, we want customers to be able to access clear information about their home, our services and how we make decisions.
The government has introduced new requirements called the Social Tenant Access to Information Requirements (STAIRS). These requirements are designed to make it easier for social housing customers to access information about their landlord and the services they receive.
From 1 October 2026 — landlords must begin proactively publishing information about housing management and services.
From 1 April 2027 — tenants gain the right to request information directly, and landlords must respond within the required timeframe.
Much of this information is already available across our website. To make it easier to find, we have brought together the key areas below, including links to relevant information and services.
This page includes information about:
- Portus Supported Housing and how we operate
- governance and leadership
- customer feedback and performance
- complaints and service improvement
- repairs, safety and compliance
- policies and publications
- how to request information from us
We will continue to review and update this page as our transparency and reporting arrangements develop.
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About Portus Supported Housing
About Portus Supported Housing
Portus Supported Housing provides safe spaces for independent living across England and Wales.
We work with support providers and partners to help customers live safely, independently and with the right support around them.
We manage almost 2,400 homes and are committed to providing high-quality homes and services that meet the support requirements of our customers throughout their lives.
Find out more
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Performance and customer feedback
Performance and customer feedback
We believe customers should be able to see how we are performing and where we are improving.
You can find out information about the following in the links below:
- Tenant Satisfaction Measures (TSMs)
- complaints performance
- repairs and maintenance performance
- customer feedback
- service improvements
- annual reports and updates
View performance information
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Complaints and feedback
Complaints and feedback
We want customers to tell us when things have gone wrong so we can put them right and improve our services.
You can find information about:
- how to make a complaint
- what happens when you complain
- how we learn from complaints
- Housing Ombudsman information
Complaints information
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Governance and leadership
Governance and leadership
Good governance helps us provide safe, well-managed homes and accountable services.
You can find out information about the following in the links below:
- our Board and leadership team
- company policies
- financial and regulatory information
- important company publications
Governance information
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Safety and compliance
Safety and compliance
Customer safety is a priority for Portus Supported Housing.
You can find out information about the following in the links below:
- repairs and maintenance
- health and safety
- fire safety
- damp and mould
- safeguarding
- property standards
Safety information
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Request information
Request information
If there is information you cannot find on our website, you can ask us for it.
We will always aim to be open and transparent and will explain clearly if there is information we are unable to share.
Please note:
- requests for personal information are handled separately under data protection legislation
- some information may be confidential or legally restricted
Contact us
Easy Read information
We are committed to making information easier to understand and more accessible for customers.
Over time, we will continue to develop:
- Easy Read documents
- plain language summaries
- accessible formats
- customer-friendly guides
If you need information in a different format, please contact us and we will do our best to help.
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Our commitment
Our commitment
Transparency is about more than compliance.
It is about helping customers understand how Portus Supported Housing works, how decisions are made and how services are improving.
We know there is always more to do and we are committed to listening, learning and improving over time.