Social Tenant Access to Information Requirements (STAIRs)
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What is STAIRs?
Social Tenant Access to Information Requirements (STAIRs) is a new government policy.
It gives social housing tenants the right to ask their private registered provider (PRP) for information about how their social housing is managed.
We are the appointed complaint body for the Scheme, which begins in October 2026.
The policy statement
Chapter 1
From 1 October 2026, private registered providers must publish information about:
- how they run their organisation
- how they spend money
- the homes they own
- their performance
- the services they provide
Providers should set out a policy explaining how they will respond to information requests, make decisions, and provide information to tenants.
Chapter 2
From 1 April 2027, tenants can ask their provider directly for information about the management of its social housing. Unless there is a good reason not to, the provider must share the information within 30 calendar days.
If the tenant is unhappy with the information their provider has published under Chapter 1, or its handling or response to an information request under Chapter 2, they can ask their provider for a review.
If they remain unhappy following a review, or do not receive a response, they can complain to us.
Who is STAIRs for?
Who can use STAIRs?
You can use STAIRs if you are a current tenant of a private registered provider, such as a housing association, or co-operative registered with the Regulator of Social Housing. This includes tenants on probationary or trial tenancies, and shared owners.
STAIRs does not apply to:
- 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
How to request a review and make a complaint
Resident support guide on STAIRs
Get the information you need about the STAIRs review and complaints process including key time frames.
Learn how to make an information request and request a review with your landlord. Finally, find out when to raise a complaint about STAIRs with us.
Learning resources for landlords
Introduction to the STAIRs complaints service webinar
16 September
11am to 12pm
Join us for our introduction to the STAIRs complaints service webinar.
During the session, we will introduce the new STAIRs complaints service, including how complaints and reviews will be managed, our approach to investigations and remedies, and the role of private registered providers (PRPs) within the process.
Landlord expectations
Private registered providers can use this information. It will help you understand:
- what STAIRs requires you to do
- how you should handle review requests from tenants
- what happens when a complaint is brought to us
Freedom of Information, data requests, and privacy
Freedom of Information Act (FOIA) and Subject Access Requests (SARs) are ways people can ask organisations for information they hold. General Data Protection Regulation (GDPR) is a law that protects people’s personal information and tells organisations how they must handle it.
The FOIA does not apply to housing providers as they are not public bodies. STAIRs has been introduced so tenants of providers can access information.
STAIRs does not override data protection rules. Personal safeguarding data will always be protected under the GDPR.
If you are asking for information that is likely to include your own personal data, this will usually not fall under STAIRs. It should be treated as a SAR. If your landlord does not respond to a SAR, you should complain to the Information Commissioner.