Transparency (STAIRs)

If you are looking to find information about your landlord, you can now do this quickly and easily through STAIRs.

STAIRs stands for Social Tenants Access to Information Requirement scheme. It is a new standard introduced by the UK Government to enhance transparency for customers and residents of private sector social housing providers, such as Magenta Living.

The government requires that all housing providers introduce a STAIRs Publication Scheme before October 2026. Magenta Living's Publication Scheme is provided below. It will be updated and enhanced as more guidance and requirements about the scheme's contents are provided by government.

Most of the information that we are required to publish under STAIRs is already available on the Magenta Living website. To make things easy, we've organised the information using the STAIRs categories below, including links to relevant pages on our website.

You can find out everything you want to know about Magenta Living under the About Us section of the website.

Find out about Magenta Living, and our strategic vision, "The Road to 2030". 

Magenta Living is led by a team of Board Directors; meet our Board on the Magenta Living's Board and Leadership Team page.

Meet our executive team on the Magenta Living's Executive Leadership Team page.

Information about how our senior leadership is paid is provided within our Financial Statements.

Governance within a Housing Association means making sure the organisation is run properly, treats people fairly, and uses money wisely to support its customers and the community. Our governance arrangements are outlined here: Governance at Magenta Living.

Empowering people is our purpose and that's why we offer various ways for customers to get involved, have a voice and provide feedback. This holds us to account and helps shape our services. The easiest way to get involved and provide your feedback is to sign-up to our new platform for customer involvement and research. Learn more here.

At Magenta Living, we are passionate about delivering great services to our customers, however, we understand sometimes things will go wrong, and we may not get it right the first time. You can find out about our complaints process and relevant policy here: Feedback - comment, compliment or complain.

We publish details about our spending, grants and use of service charge income in our financial statements. These can be found in the Performance section of the website and within Financial Statements which are updated annually.

Additionally, we also publish more accessible and customer-friendly annual reports that can be accessed online here Magenta Living's Annual reports.

Like most housing associations, we collect charges which cover the cost of additional services within your tenancy. These are called service charges and are fixed at the start of the year based on estimated costs, you can read about our Service Charges here.

Magenta customers can view a copy of their statement and any services charges via MyMagenta here.

Annually Magenta Living spend around £60 million to provide essential goods, services and works to our customers. The goods and services we buy are paid for by public funds, so we have a legal and moral duty to make sure that value for money is achieved. You can find out more about our procurement strategy here.

What we refer to as 'The Road to 2030' is the Magenta Strategic Vision and Plan. The plan sets out how we will deliver our purpose and vision to empower people and open doors to homes full of love, communities full of life and a world full of possibilities. The plan was created in collaboration with our colleagues, customers and Board. You can read our Strategic Vision & Plan here.

Our Services page highlights all the services we offer and any relevant information relating to them.

Magenta Living has homes across 22 neighbourhoods, mainly within Wirral but also across the North West region. We have developed neighbourhood plans for all our Wirral neighbourhoods and Ellesmere Port, which include lots of information about the homes we maintain and the neighbourhoods where you live. You can find these plans here: Your Neighbourhood Plans

You can find updates on our ongoing and completed maintenance projects on the following pages:

• Damp and Mould which also includes Disrepair information
• Building Safety
• Asset Management Strategy
• Stock Condition Surveys

Read about our progress toward Net Zero and our Climate vision here.

Magenta Living is committed to managing, maintaining and maximising the social and commercial value of our homes through our Active Asset Management. This plan is built on strategic principles, which you can learn more about from our Asset Management Strategy.

We are committed to being transparent and accountable, and to demonstrating continuous improvement in our services. To support this, we regularly measure, monitor, and publish our performance data here, which includes the below:

• Annual Reports and 2024/25 Environmental, Social and Governance Report
• Complaint metrics: See our Complaints Performance, which includes the following complaints performance information:
  • Complaints: Annual Performance and Service Improvement Report
  • Housing Ombudsman Self Assessment
• Financial Statements
• Tenant Satisfaction Measures (TSMs): In 2024, the Regulator of Social Housing introduced a system for assessing how well all social housing landlords in England are doing at providing good quality homes and services which landlords like us, must report on. Magenta Living's Tenant Satisfaction Measures can be found here, which includes the following information: 
  • Overall satisfaction
  • Keeping properties in good repair
  • Maintaining building safety
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighbourhood management
• Media releases: information produced by our media team is published in the Our News Section.
• Inspections outcomes: The Housing Ombudsman publish decisions on any cases investigated on their website. To view their decisions about us, enter Magenta Living in the Landlord name field and click Apply Filters . In addition to information from the Ombudsman, our latest RSH regulatory judgement can be found here.

• Description of services: the Our Services section describes all our core services.
• Advice and guidance for customers: the You and Your Home section of our website contains extensive advice, guidance and support for our customers and residents.

Information held in legally required registers: Safety In Your Home pages provide detailed safety information for individual buildings.

Other lists and registers related to social housing management: Most of our social housing properties are allocated via local authority choice-based lettings schemes. You can find out how to apply for a Magenta Living home on our Find a Home page. Alternatively, users can search by postcode using Apply for council housing - GOV.UK.