Housing Ombudsman opens consultation on its role in the Social Tenant Access to Information Requirements
20 January 2026
We have opened a consultation on how we will take on complaints as part of our role in the Social Tenant Access to Information Requirements (STAIRs).
We have opened a consultation on how we will take on complaints as part of our role in the Social Tenant Access to Information Requirements (STAIRs).
The consultation is open to Private Registered Providers (typically, this means housing associations) and their tenants, and groups and individuals interested in social housing in England. Local authorities and their residents are already covered by similar laws through the Freedom of Information Act, and so STAIRs does not apply to them.
STAIRs gives social housing tenants of Private Registered Providers (PRPs) the right to information about the management of social housing. It informs PRPs what they must share with tenants.
The government published a policy statement for STAIRs on 30 September 2025. It named us as the official complaints body for STAIRs.
We have updated our Scheme to include this new area of work.
Now we want to make sure our plans are clear and fair.
Through the survey, we would like to hear what you think about:
- whether it’s clear who can complain to us
- whether the time limits for complaints seem fair
- whether our planned approach to STAIRs investigations will provide fair outcomes
In addition to the changes we’ve made to include our powers under STAIRs, we’ve also made some minor changes to other parts of the Scheme. These are to improve clarity and do not affect the way we work.
STAIRs consultation document (PDF)
The consultation is open until 17 March 2026.
Richard Blakeway, Housing Ombudsman, said: “Trust and transparency are vital for a positive landlord-tenant relationship. STAIRs supports those objectives.
“It will help tenants of PRPs access information to understand activities that relate to their home, community or landlord. It can help inspire confidence in the actions of the landlord. It can help PRPs understand and debate reasonable challenge on plans.
“A huge thank you to everyone taking the time to participate in our consultation. We will publish feedback as part of wider engagement to make the scheme a success.
“We look forward to reading your consultation responses. At a time when trust is low, this is an opportunity for PRPs to turn this tide.”
How to take part in this consultation
You can take part in the consultation online by completing our survey.
Please read our consultation document and all the information on the consultation page before completing the survey.
Complete the online consultation
Other ways to take part
If you need help completing the online survey, please call us on 0300 111 3000.
You can also email your response to consultations@housing-ombudsman.org.uk
Our phone line opening hours are:
- Monday, Tuesday, Wednesday, Friday 9am to 5pm
- Thursday 9am to 3.30pm
Lines are closed for staff training every Thursday from 3.30pm to 5pm.
Calls are recorded for training and monitoring purposes.
Alternatively, you can download a copy of this consultation document and return to us by post at:
Housing Ombudsman Service
PO Box 1484,
Unit D Preston,
PR2 0ET