Social Tenant Access to Information Requirements (STAIRs) learning resource
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About STAIRs
STAIRs is a new government policy that came into force on 1 October 2026.
From this date, private registered providers (PRPs) are required to proactively publish information about the management of their properties. We are the appointed complaint body for the policy. STAIRs only applies to PRPs, such as housing associations, and their tenants.
The policy will first focus on ensuring PRPs are publishing the right information. Their tenants will be able to request reviews of this information if they believe their PRP has failed to provide information.
From 1 April 2027, Chapter 2 of the policy will come into effect. From this date, tenants will be able to ask for information directly from their PRP about the management of their social housing.
The government has published its policy statement, which sets out what information PRPs must publish.
Social Tenant Access to Information Requirements: policy statement – GOV.UK
We will continue to share updates and learning from our casework.
Please note that STAIRs does not apply to all social housing landlords and tenants.
Guidance
Landlord expectations
Learn more about what is expected of you under STAIRs, and our role in the policy.
Resident support guide
Use this guide to make the review and complaints process easier and clearer.
It will help you understand your rights, know what steps to take, and get practical advice on STAIRs.
Landlord training
Social Tenant Access to Information Requirements (STAIRs) microleaning
You can use this microleanring to get key information about the STAIRs requirements and complaints service.
The learning is broken down into 5 sections covering:
- changes to the Housing Ombudsman Scheme
- STAIRs Policy Statement – key information
- handling STAIRs reviews
- STAIRs complaint investigations at the Housing Ombudsman Service
- further reading and guidance
This course is not suitable for local authorities who instead come under the Freedom of Information Act regulations.
Landlord Learning Hub
Your free training platform from the Centre for Learning
The Learning Hub gives you easy access to expert training designed for member landlords.
Create your account today and start using a wide range of resources to strengthen your complaint handling and meet the policy’s requirements.
Podcasts
Knowledge and information management playlist
Maintaining accurate records and having strong systems will be central to success in STAIRs. Explore a series of thought-provoking conversations designed to help you master knowledge and information management.
These episodes bring together sector experts and leaders to share practical insights, success stories, and strategies that make a real difference.
Resident information
Resident support guide
Use this collection of support guide to make the complaints process easier and clearer.
They will help you understand your rights, know what steps to take, and get practical advice on all aspects of complaints.
These resources will give you the confidence to raise issues and get them resolved.
Who can use our service
This page explains who can bring a complaint to us, what to do if you no longer live at the property, and when we will consider a complaint including complaints relating to Social Tenant Access to Information Requirements (STAIRs).