What is STAIRs?
The Social Tenant Access to Information scheme (STAIRs) makes it easier for you to access information about your home and services. It helps you understand how we work and to hold us to account.
STAIRs is a new government scheme that gives people living in social housing the right to access information about how their home and services are managed.
It’s designed to make housing providers more open and transparent, so you can better understand how decisions are made and how we’re performing.
View the full STAIRs policy on GOV.UK (opens in a new window)What’s changing and when
The STAIRs scheme is being introduced in two stages:
Stage 1: From October 2026 – Information we publish
We’ll make key information about how we manage your home and services easier to find on our website.
This includes things like:
- how we make decisions
- how we spend money
- how we manage repairs and safety
- how we’re performing
Stage 2: From April 2027 – Your right to request information
From April 2027, you will have a legal right to ask us for information about how we manage your home and the services we provide. This will help make our services more open and easier to understand.
You’ll be able to ask us for specific information about your home or services.
- You can make a request in writing (for example, online or by email)
- We’ll respond within 30 days
- If we can’t share something, we’ll explain why
We’re currently developing how we’ll respond to STAIRs requests. We’ll share more information about how to make a request closer to April 2027.
Stage 1 - The publication scheme
As part of STAIRs, we will publish key information about how we manage your home and services.
A lot of this information is already available here but we’re currently bringing it together in one place to make it easier for you to find.
Information about how we’re run and how decisions are made, including:
- who our senior leaders are and what they do
- how our organisation is structured
- how we make decisions and set policies
- how we handle complaints and set priorities
- how we involve customers, including consultations and meetings
Information about how we use money, including:
- how we spend funding and income
- how service charges are used
- financial reports and statements
Information about how we look after homes and neighbourhoods, including:
- plans to maintain and improve homes
- repairs, maintenance and major works
- energy efficiency and progress towards net zero
- information about stock transfers
Information about how we’re performing, including:
- how our services are performing
- customer satisfaction (including Tenant Satisfaction Measures)
- complaints information and outcomes
- inspection results and regulatory ratings
- health and safety performance
- information about repairs, maintenance and evictions
Information about the services we provide, including:
- the services available to you as a tenant or leaseholder
- advice and guidance on using our services
- how to access support
How we’ll support you
As STAIRs is introduced, we’ll make it easier for you to access information about your home and services.
We’ll be sharing more details over time, including:
- a clear publication scheme this autumn, showing what information we publish and where to find it
- how you can request information from April 2027
- the different ways you’ll be able to contact us to request information, including online, by phone or in person
Our aim is to make everything as open, clear and easy to understand as possible.
We're here to help
We’re always here to support you with information about your home and services. If you need help with something in the meantime, you can use your usual contact options.