STAIRs Explained: What Housing Professionals Need to Know About the New Transparency Rules

Transparency in social housing is about to take a quantum leap forward. With the Housing Ombudsman's publication of its revised Scheme and consultation response for the Social Tenant Access to Information Requirements (STAIRs), Private Registered Providers (PRPs) have just over two years to prepare for the most significant change in tenant information rights since the Freedom of Information Act. This isn't just another compliance exercise - it's a fundamental shift in how social housing providers will need to operate.

What STAIRs Means for Social Housing Providers

The STAIRs framework, coming into force in phases from October 2026, introduces two critical new obligations:

• Proactive publication requirements (from 1 October 2026): PRPs must publish information about their operations, finances, property portfolio, performance metrics and services
• Direct information requests (from 1 April 2027): Tenants gain statutory rights to request specific information from their providers

As Richard Blakeway, Housing Ombudsman, states: "STAIRs will introduce a new era of transparency within social housing. It has the opportunity to strengthen trust between tenants and landlords." Our analysis of the social housing sector shows that organisations embracing this change early will gain significant advantages.

Key Changes in the Updated Housing Ombudsman Scheme

The revised Scheme incorporates several important procedural changes that housing professionals should note:

New Complaints Process for STAIRs

• Separate process from existing complaints handling
• 3-month window for tenants to escalate after PRP response (or non-response)
• Former tenants retain rights if request was made while still a tenant

Mandatory Internal Process First

Tenants must first make requests directly to their PRP and allow 30 calendar days for response before escalating to the Ombudsman. This mirrors the Complaints Handling Code approach but with specific timelines.

Who STAIRs Applies To - And Who It Doesn't

While STAIRs represents a major expansion of tenant rights, it's important to understand its limitations:

Covered by STAIRs	Not Covered by STAIRs
Tenants of Private Registered Providers	Leaseholders owning 100% of property
Former tenants (for requests made while tenant)	Council tenants (covered by FOI Act)
	Private landlord tenants
	Tenant panels/resident associations

For supported housing providers, this creates an interesting dichotomy where some residents may have different information rights than others in similar accommodation.

Preparing Your Organisation for STAIRs

With the October 2026 deadline approaching, housing professionals should consider these action points:

1. Information Audit

Conduct a comprehensive review of what information you currently hold and how it's managed. The Ombudsman notes that "weaknesses in records can be a driver of service failure" - now is the time to address these.

2. Publication Strategy

Develop a clear plan for what information will be published proactively and in what format. Consider accessibility requirements and plain English principles.

3. Request Handling Procedures

Establish robust systems for handling direct information requests, including tracking, response timelines and escalation paths. The RSL Directory may provide useful benchmarking opportunities.

What the Consultation Tells Us

The Housing Ombudsman received 296 responses to its consultation from across the sector. Key themes emerging include:

• Strong support for greater transparency in principle
• Concerns about implementation costs for smaller providers
• Requests for clearer guidance on exemptions and redactions
• Calls for alignment with existing regimes like FOI and GDPR

The final Scheme appears to have struck a balance, with the Ombudsman committing to publish additional resources through its Centre for Learning before October.

Key Takeaways for Housing Professionals

1. STAIRs represents a cultural shift towards greater transparency in social housing
2. Preparation should begin now - don't wait until 2026
3. Information management systems will need reviewing and potentially upgrading
4. Staff training will be crucial to successful implementation
5. The Ombudsman's role expands to include adjudicating on STAIRs complaints

For those managing exempt accommodation, the implications may be particularly complex given the mixed tenure situations often involved.

Conclusion: Turning Regulatory Change into Opportunity

While STAIRs presents challenges for social housing providers, it also offers significant opportunities to rebuild tenant trust and improve operational efficiency. Organisations that approach this as more than just a compliance exercise - but as a chance to transform their relationship with residents - will reap the greatest benefits.

The Housing Ombudsman's revised Scheme provides clarity on the new framework, but successful implementation will depend on housing professionals taking proactive steps now to prepare their organisations.