How to make an enquiry
STAIRS gives residents the right to request information about how their homes and services are managed, helping to improve transparency and accountability.
What is STAIRs?
STAIRS is a statutory framework designed to improve access to information for tenants of housing associations and other private registered providers.
From 1 October 2026, housing providers must publish key information about how their housing services are managed.
From 1 April 2027, providers must respond to residents’ information requests within 30 days.
This brings information rights more in line with those available to local authority tenants and strengthens transparency across the sector.
What information can be requested?
You can request information about:
- Repairs and property management
- Rent and service charges
- Tenancy and occupancy rights
- Estate management
- Complaints handling and performance
- Customer service and communication
- Health and safety
- Environmental performance
- Matters handled by local authorities (such as allocations or homelessness)
- Information unrelated to social housing services
- Information already available through other legal rights