Being open, transparent and accountable is at the heart of how we deliver our services. We know that having clear, accessible information helps you understand what we do, why we do it and how it affects your home and community.
As part of this, we want to tell you more about the Government’s upcoming Social Tenants Access to Information Requirements (STAIRS) and what they mean for you.
From October 2026, the Government is introducing these new rules to make sure social housing landlords, like us, are more open and transparent.
For customers, that means clearer, easier access to information about how we’re performing, how decisions are made and what it means for your home and services.
What difference will this make to me as a customer?
You’ll have greater visibility and access to information. This includes:
- How we’re performing as a landlord
- How decisions about homes and services are made
- The ability to request specific information about your tenancy or home.
Aren’t we already sharing information?
Yes, absolutely, and that’s something we’re proud of. We already work hard to make our services, performance and decisions clear, accessible and easy to understand.
STAIRS builds on what we already do. It strengthens our commitment and ensures there is a consistent, regulated approach across the country’s social housing providers.
What are the timescales?
The new requirements will be introduced in two stages.
From October 2026, all social landlords will need to publish key information about how they manage their homes. This will include things like policies, performance and how they are run.
In April 2027, social landlords must reply to customers’ requests for information within 30 calendar days. This may include data on repairs, service charges and customer satisfaction.
Between now and the start of the requirements, we’ll continue to review and improve what we share so that we’re ready and making the most of these changes.
