Social Tenant Access to Information Requirements (STAIRs) consultation

The Housing Ombudsman has launched a consultation asking customers for their views on new rules called the Social Tenant Access to Information Requirements (STAIRs). These upcoming rules are designed to give customers of housing associations clearer rights to access information about how their homes and neighbourhoods are managed.

The government published its policy on STAIRs in September 2025 and confirmed that the Housing Ombudsman will act as the official complaints body for this new area of work. To prepare for this responsibility, the Ombudsman is now inviting customers, organisations and anyone with an interest in social housing to share their views.

The consultation aims to check whether the new rules are clear, fair and easy to understand – it asks for feedback on who should be able to make a complaint, whether the proposed time limits seem reasonable and whether the Ombudsman’s approach to handling STAIRs related complaints will lead to fair outcomes.

By taking part in the consultation, customers can help shape how the new rules will work in practice. The consultation is open until 17 March 2026, and the Ombudsman will publish the feedback as part of wider work to ensure the new system is effective.

You can access the consultation here: Social Tenant Access to Information Requirements (STAIRs) consultation | Engage Housing Ombudsman