Why is STAIRs being introduced?
The Government wants housing associations to be more open with customers.
This means customers should be able to:
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Understand how services work
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See how decisions are made
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Find important information more easily
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Ask questions about their housing services
STAIRs gives you more rights to information about your home and services.
You will be able to:
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Read important information we publish
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Ask us for certain information
We will share more information about things like:
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Repairs and maintenance
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Complaints and how we handle them
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Safety checks
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Planned improvement works
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How services are performing
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How service charges are spent
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Policies that affect customers
Yes. From April 2027, customers will have the legal right to ask for information about housing services.
For example, you may ask about:
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Repairs
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Estate services
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Safety information
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Complaints performance
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Planned works to homes or estates
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Service charges
Requests must be made in writing, such as by email or letter.
There are some things we cannot share.
For example:
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Another person’s private information
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Information protected by law
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Requests that are abusive or repeated many times
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Information not linked to housing services
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.
When will STAIRs start?
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By October 2026, housing associations must publish more information
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From April 2027, customers can make formal information requests
Our promise to customers
We are working to make information:
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Easier to find
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Easier to understand
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Clear and helpful
We want customers to feel informed and listened to.
