Social Tenants Access to Information Requirements (STAIRs)

Your Right to Information

Find out how Gateway makes decisions, spends money, manages homes and listens to residents. Search our publication scheme or request information through STAIRs.

Social Tenants Access to Information Requirements (STAIRs)

Helping residents access information about Gateway Housing Association.

At Gateway Housing Association, we are committed to being open, transparent and accountable to our residents.

The Social Tenants Access to Information Requirements (STAIRs) will introduce new rights for social housing tenants to access information about how their landlord operates, makes decisions and delivers services.

Many of the documents and information covered by STAIRs are already available on our website. This page brings them together in one place and explains how you can request information that is not already published.

Gateway's commitment to transparency, accountability and effective information governance, is about helping residents better understand how decisions are made and how services are delivered. 

What is STAIRs?

STAIRs stands for Social Tenants Access to Information Requirements.

The scheme is being introduced by Government to improve transparency across the social housing sector, and is a core component of the Transparency, Influence and Accountability standard. Housing associations will be required to:

  • Publish key information about their organisation and services.
  • Make information easier for tenants to find and understand.
  • Respond to eligible information requests within specified timescales (from April 2027).
  • Support greater accountability to residents.
  • Information Available Through Our Publication Scheme

The following information is available routinely and without the need to make a formal request.

Governance and Decision-Making 

Learn more about how Gateway is governed and how decisions are made:

You can find:

About us (About Gateway | Gateway Housing Association)
Board and Committee Structure (Our Board | Gateway Housing Association)
Our team  (Executive team | Gateway Housing Association)
Our Structure (Organisation diagram)
Our Policies  (Policies | Gateway Housing Association)
Gateway 2030 Strategy (Strategy - Gateway 2030 | Gateway Housing Association)
Resident engagement (Get involved | Gateway Housing Association)

Financial Information and Spending

Information about how Gateway manages and spends money.

You can find:

For more details, refer to Our Policies | Gateway Housing Association

Housing and Asset Management

Information about how we manage and maintain home can be found here: (Keeping your home safe | Gateway Housing Association.

It covers:

Performance and Service Standards

Information about how we are performing.

You can find:

Lists and Registers
  • Register of all housing stock and break down of that can be found in our Annual report.
  • Register for building safety which can be found in TSM.
  • Register of Interest 
Social Housing Management

The Policies (Our Policies link here) section on our website contains our decision making policies as well as our policies relating to the management of social housing. 

Requesting Information

If the information you need is not already published on our website, you may be able to make a STAIRs information request from April 2027.

Who can make a request?

Eligible requesters include:

  • Current tenants with an active Gateway Tenancy agreement
  • Shared owners who own less than 100% of their home
  • Licensees including Almshouses or supported housing.
  • Other individuals with an eligible landlord/tenant relationship with Gateway

How to make a request

You can submit a request through writing, please use this link to:

  • Online form
  • Email

Before you submit a request

Please check whether the information is already available on this page or elsewhere on our website. Use the search option locates at the top right of the page. 

This will often be the quickest way to access the information you need.

Information we cannot provide

There are some circumstances where information cannot be disclosed.

Examples include:

  • Personal information relating to another individual
  • Information protected by data protection legislation
  • Information subject to legal privilege
  • Information that may create a safeguarding or security risk
  • Sensitive information
  • Information not relating to the management or services of our homes.
Gateway will explain any decision to withhold information and advise residents of any available review process. This reflects Gateway's STAIRs policy approach.

Accessibility and Inclusion

We want all residents to be able to access information easily.

Information can be provided in alternative formats where required, including:

  • Large print
  • Alternative languages
  • Accessible digital formats
  • Support for residents with additional needs
Ensuring information is accessible and understandable forms part of Gateway's commitment to equality, diversity and inclusion. 
Frequently Asked Questions

Is STAIRs the same as a complaint?

No. Complaints should continue to be raised through Gateway's Complaints Process. STAIRs is specifically about requesting information on the management or services of homes. Please go to the complaint page link.

Is STAIRs the same as a Subject Access Request?

No. Personal information requests are handled under UK GDPR and the Data Protection Act and can be accessed via this link. 

How long will Gateway take to respond?

Gateway's STAIRs framework is designed to ensure requests are managed and monitored through a central process with clear timescales and reporting arrangements and in line with the required 30 day timeline. 

Contact Us

Email: stairs@gatewayhousing.org.uk
Telephone: 020 8709 4300
Online Form: Submit a STAIRs Request