What is STAIRs?

Why is STAIRs being introduced?

The Government wants housing associations to be more open with customers.

This means customers can:

Understand how services work

See how decisions are made

Find important information more easily

Ask questions about their housing services

See our key documents

What does this mean for you?

STAIRs gives you more rights to information about your home and services. You are able to:

Read important information we publish
Ask us for certain information

As of October 2026, housing associations must publish more information

From April 2027, customers can make formal information requests

Yes. From April 2027, customers will have the legal right to ask for information about housing services.

For example, you may ask about:

Repairs

Estate services

Safety information

Complaints performance

Planned works to homes or estates

Service charges

Requests must be made in writing, such as by email or letter.

There are some things we cannot share.

For example:

Another person’s private information

Information protected by law

Requests that are abusive or repeated many times

Information not linked to housing services

Find out more about how Accent is run, who makes decisions and how customers can have their say. This includes information about our Board, committees, leadership, governance and how we involve customers in shaping our services.

Find information about Accent’s finances and how we use our money to provide and improve homes and services.

Find out how we look after, maintain and invest in our homes. This includes information about repairs, planned improvements, the condition of our homes, our investment plans and how we’re making homes more sustainable.

See how Accent is performing and how we measure the services we provide. This includes our Tenant Satisfaction Measures, annual reports, complaints performance, service standards and information from regulators and the Housing Ombudsman.

Find information and guidance about the services we provide to customers. You can also find out how we listen to customers, involve you in our work and give you opportunities to help shape our services.

Find information about how we keep homes and customers safe. This includes relevant information and records covering areas such as gas, fire, electrical, water, asbestos, building safety, damp and mould and estate inspections.

Find the policies and guidance that explain how we manage our homes and services. This includes areas such as repairs, complaints, damp and mould, safeguarding, anti-social behaviour, rents, tenancies, fire safety, pets and neighbourhood management.

Read all our policies

Our promise to customers

We are working to make information:

Easier to find

Easier to understand

Clear and helpful

We want customers to feel informed and listened to.

Is STAIRs the same as a Subject Access Request?

No. A Subject Access Request (SAR) is when you ask for personal information about yourself. STAIRs is about information on housing services and how we manage homes.

Make your STAIRs request

Who is making the request?

Are you making this request for someone else? *

Yes

No

Your name *

Your email address *

Your telephone number *

What is your relationship to the person this request is about? *

Details of the person the information request is for

Name *

Address *

Postcode *

Email address *

Telephone *

Account reference number (if applicable)

Summary of the information you would like under STAIRs *

Consent for storing submitted data *

Yes, I give permission to store and process my data

Privacy notice

If you would like to know more about how we use your personal information, please see our Privacy Notice.