What is STAIRs?

STAIRs or Social Tenant Access to Information Requirements is a new set of rules that gives housing association tenants the right to access information about how their homes and estates are managed. It is a policy introduced by the UK Government, led by the Ministry of Housing, Communities and Local Government (MHCLG) that will impact Private Registered Providers (PRPs), of which the majority are housing associations.

How is STAIRs different from the Freedom of Information Act?

FOIA only applies to public bodies, so as councils fall into that category, their tenants already have similar rights to those STAIRs will introduce. Housing associations, however, are private organisations, not public authorities, so their tenants have previously not had that same legal protection, which is what STAIRs seeks to address.

What are the drivers behind STAIRs?

The overarching goal of STAIRS is transparency. By providing tenants with better access to information, the hope is greater confidence will be built between landlords and tenants. In practice, STAIRs is looking to:-

  1. Give tenants a clear route to understanding decisions that impact their home, block or community
  2. Ensure landlords are accountable for repairs, safety and service quality
  3. Encourage housing associations to be more proactive and open with their communication

What information will STAIRs require PRPs to share?

STAIRS covers information relating to the management of social housing including:-

  1. Anti-social behaviour handling
  2. Health and safety
  3. Service charges for shared owners
  4. Broader policies and plans relating to how homes and estates are run

One of the key things to be aware of is that providers are not required to create new information to satisfy a request for information, instead they should share what they already hold. It is also expected that the same kinds of exemptions that are found in FOIA will be carried across to the STAIRs regime.

STAIRS timescales

There are two main deadlines for STAIRS:-

Phase 1:- Publication Scheme, 1st October 2026

From October 2026, PRPs will be required to proactively publish information about the management of their homes, including details on:-

  • Governance and decision making;
  • Spending;
  • Housing stock management;
  • Performance;
  • Housing services;
  • Lists and registers; and
  • Social housing management.

Phase 2:- Information Requests, 1st April 2027

Arguably the biggest change for PRPs will come in April of next year when it will be a requirement to respond to tenants’ information requests. PRPs must reply to requests promptly and no later than 30 calendar days from the submission date. However, there will be exceptions in certain circumstances.

The information that tenants will be able to request are any details held by the tenant’s landlord or body/person responsible for the management of the tenant’s housing on behalf of the landlord. This could include but is not limited to:-

  • The handling of property moves
  • Rent collection
  • Rent rates
  • Service charges for shared owners
  • Occupancy rights
  • Estate management, management of communal areas and boundary issues
  • Property conditions, repairs, and improvements to property
  • Staffing and training
  • Health and safety
  • Data handling and privacy
  • Security
  • Environmental and energy efficiency information

A few additional important things to note on information requests are:-

  • Information requests can be rejected on a number of grounds, including that the work to comply would be over 18 hours, the request isn’t clear and it is reasonable to withhold the information from disclosure, amongst others.
  • Not just anyone can submit an information request under STAIRs, it must be the social housing tenant of the registered provider, or the tenant may nominate a representative to engage on their behalf.
  • The request must be made in writing.

How do housing associations prepare for STAIRs?

Although April 2027, where the majority of work is required, may seem quite far off, there is much that PRPs can be doing now to ensure the transition to STAIRs is seamless, including:-

  • Audit what information is held throughout the organisation and carry out a gap analysis against STAIRs requirements.
  • Establish comprehensive frameworks for publishing data and where necessary develop systems and processes that can manage resident inquiries with speed and precision.
  • Build appropriate channels and identify stakeholders who will manage all STAIRs’ information requests.
  • Ensure that a robust complaints procedure is in place, as initial complaints on the handling of information requests must be directed to the PRP in the first instance. 
  • Educate staff on what constitutes a STAIRs request, and how it differs from a Data Subject Access Request which is still applicable under Data Protection law.
  • Develop a communications plan for notifying tenants of their new rights under STAIRs.

TMW Resilience can help your organisation prepare for STAIRs. Find out more here.