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Social Tenant Access to Information Requirements (STAIRs)

Find more information about STAIRs, a scheme introduced by the UK Government which gives residents more access to information about how your home and services are managed.

What you need to know

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  • What is STAIRs?
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    Social Tenant Access to Information Requirements (STAIRs) is a scheme that has been introduced by the UK Government. It aims to give residents in social housing better access to information that is about their home and how their services are managed.

  • When does STAIRs come into effect?
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    All housing associations must have a publication scheme on their website which signposts to information about the organisation by 1 October 2026 and we must make sure customers can request information directly from us by 1 April 2027.

  • What will the STAIRs requests cover?
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    From April 2027, you will be able to make requests to us on the following:

    • Anti-social behaviour
    • Complaint handling
    • Policies, procedures and performance
    • Health and safety
    • Rent rates
    • Property conditions, repairs and improvements to property
    • Service charges
    • Stock profile
    • Energy efficiency information
    • Estate management.

  • How do I make a request?
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    From 1 October 2026 you'll be able to ask us to review the information we publish under our STAIRs publication scheme if you believe information is missing or is incorrect.

    To do this you can contact us via STAIRs@stonewater.org   

    To help us process your request, please include the following in your message:

    • Your full name

    • Your address

    • Your contact details – email address or phone number

    • Details of the information you would like us to review and the reasons for your request.

    We will acknowledge your request within 7 calendar days of receipt and will provide a review outcome within 30 calendar days.

    From 1 April 2027 you'll be able to contact us to make a STAIRs request, we'll provide more information around this process nearer to the time.

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