Housing Ombudsman publishes revised Scheme and consultation outcome ahead of STAIRs
30 July 2026
We have published our response to the Social Tenant Access to Information Requirements (STAIRs) consultation. Alongside this, we have updated our Scheme.
We have published our response to the Social Tenant Access to Information Requirements (STAIRs) consultation. Alongside this, we have updated our Scheme.
STAIRs gives social housing tenants of Private Registered Providers (PRPs) new rights to request information about how their homes are managed. From 1 October 2026, PRPs must proactively publish information about how they run their organisation and spend money, the homes they own, their performance, and the services they provide. From 1 April 2027, tenants can make direct information requests to their provider.
We are the official complaints body for STAIRs.
The consultation ran from 20 January until 17 March 2026, receiving 296 responses from PRPs, tenants, housing sector bodies, charities, and council tenants and representatives. The Scheme has been updated to include information about STAIRs, replacing the current Scheme from 1 October 2026.
Under the updated Scheme, tenants will have 3 months to bring a STAIRs complaint to us after receiving a response from their PRP, or if they do not receive one. These complaints will be handled through a new process, separate from our existing complaints service. Former tenants who made an information request while a still a tenant will also be able to bring a complaint.
Before making a complaint to us, a tenant must first make an information request to their PRP. If they are dissatisfied with the response, or do not receive one within 30 calendar days, the tenant can bring a complaint to us. We will review the case and publish any decisions on our website.
We will publish resources on our website for tenants and PRPs ahead of October, including learning materials through the Centre for Learning.
STAIRs consultation response (PDF)
Updated Housing Ombudsman Scheme – effective from 01 October (PDF)
Richard Blakeway, Housing Ombudsman, said: “STAIRs will introduce a new era of transparency within social housing.
“It has the opportunity to strengthen trust between tenants and landlords. It will also support knowledge and information management within private registered providers, encouraging a positive data culture.
“Our casework shows weaknesses in records can be a driver of service failure so the benefits of STAIRs could be extensive.”
STAIRs does not apply to all social housing landlords and residents, including:
- leaseholders who own 100% of their property
- resident associations making a group request
- council tenants – they can request information under the Freedom of Information Act
- private landlord tenants
- tenant panels or resident associations