What is STAIRs?
The government has introduced a new regulatory standard called the Social Tenants Access to Information Requirements (STAIRs).
STAIRs is designed to make it easier for you to find important information about the homes we manage, the services you receive, and us as your landlord. It aims to increase transparency for residents of privately registered providers (PRPs), such as Notting Hill Genesis, helping you better understand how we operate and enabling you to hold us to account.
The STAIRs standard mainly affects our social housing tenants and shared owners owning less than 100% of the property equity in their home.
Further Information
Contact Us
Notting Hill Genesis is committed to transparency and to meeting both its obligations under the Social Tenant Access to Information Requirements (STAIRs) and the needs of its residents.
If you require accessibility support, please see our accessibility page
If you require support understanding information contained within this Publication Scheme, or if you are unable to find the information you are looking for, please contact us at dataprotection@nhg.org.uk. We will do our best to help you access the information you need and provide guidance on alternative routes where appropriate.
If you are not satisfied
If you believe that information held by Notting Hill Genesis should be included within our STAIRs Publication Scheme but has not been published, you can ask us to review the matter. We will acknowledge and review your concerns and aim to provide a response within 30 calendar days. In some circumstances, where further investigation is required, additional time may be necessary.
If you remain dissatisfied with the outcome of our review, you may escalate your complaint to the Housing Ombudsman.
Publication scheme
The STAIRs regulation requires us to publish certain information about how we run our business and the management of our homes under the publication scheme.
Much of the information that we are required to publish under the publication scheme is already available here on our website. For ease, we’ve organised it using the STAIRs classifications below, including links to relevant pages on our website, so all of the information you might want to view about the management of your home is easy to access, in one place.
We’ll regularly monitor and review the information included in the publication scheme to ensure it's up-to-date and accurate. We’ll continue to add further information about the services we provide when required.
Note 3: Income and expenditure from social housing lettings
Income and expenditure from social housing lettings (further details can be found on page 86 of the Annual Report and Financial Statements 2025).
The operating surplus for social housing lettings for the year ended 31st March 2025 was £73.1m.
The total income was £548.1m which predominantly consisted of £463.5 rental income and £58.6m service charge income, along with grants and other income.
This income was partly offset by £475m of operational costs, the largest of which were:
£118.7m management fees – this expenditure covered the costs for the running of our social housing and included spends such as £39.5m overheads for things such as IT equipment, training and governance, staff costs (£37.2m), legal fees (8.1m), insurance (£7.5m) and other property related expenses (£12.8m).
£116.2m routine maintenance – This included repairs (£47.6m) and compliance related expenditure (£16.4m), which due to strengthened consumer regulation placing greater emphasis on safety, quality and transparency led to elevated demand for these services. Financing costs and costs related to routine maintenance were also included here such as staff (£20.2m), overheads (£14.5m) and legal (£6.8m)
£79.9m service charge costs – The largest cost driver was from external managing agent costs (£21.8m). These are externally appointed management agents who look after some properties on behalf of NHG Group, for example due to geographical constraints, requirement from developer, where we own just a few homes in a larger block or estate etc. A fee is paid to them for this service. Other costs include fire risk maintenance (£19m), cleaning (£7.9m), electricity (£6.5m), repairs (£4.1m), gardening (£3.4m), water hygiene maintenance and (£3.4m) lift repairs/maintenance (£2.3m). Note; service charge costs were partly offset by service charge income of £58.6m
£46.4m major repairs – This cost reflects investment carried out in compliance and building safety remediation works.
£40.9m lease charges – This expense covers the use of temporary housing properties (not owned by NHG Group) for residents, most of which are vulnerable and in search of a more permanent solution. The rent received on these properties was £56.4m, making a net income of over £15m
£63.7m on the depreciation of housing properties. This represents the annual accounting charge that recognises our homes are being used and getting older over time. It is not a cash cost and does not affect the day-to-day services we provide to residents. It reflects the long-term use of our housing assets and helps ensure the cost of providing homes is recognised fairly across the years they are in use.
- Adaptations Policy
- Allocations and lettings policy
- Anti-social behaviour
- Building safety policy
- Communal areas policy
- Compensation policy
- Complaints policy
- Damp and mould policy
- Disrepair policy
- Disposals policy
- Estate management policy
- Ethical sales policy
- Fire safety policy
- Income policy
- Parking policy
- Pets policy
- Procurement policy
- Relocation policy
- Residential rents policy
- Repairs policy
- Safeguarding adults policy
- Safeguarding children policy
- Service charge policy
- Succession policy
- Tenancy policy
- Tenancy fraud and unauthorised occupants policy
- Water safety policy
A full list of NHG policies can be found on the policies section.
Further Information
Contact Us
Notting Hill Genesis is committed to transparency and to meeting both its obligations under the Social Tenant Access to Information Requirements (STAIRs) and the needs of its residents.
If you require accessibility support, please see our accessibility page
If you require support understanding information contained within this Publication Scheme, or if you are unable to find the information you are looking for, please contact us at dataprotection@nhg.org.uk. We will do our best to help you access the information you need and provide guidance on alternative routes where appropriate.
If you are not satisfied
If you believe that information held by Notting Hill Genesis should be included within our STAIRs Publication Scheme but has not been published, you can ask us to review the matter. We will acknowledge and review your concerns and aim to provide a response within 30 calendar days. In some circumstances, where further investigation is required, additional time may be necessary.
If you remain dissatisfied with the outcome of our review, you may escalate your complaint to the Housing Ombudsman.