The Housing Ombudsman is asking customers to share their views on a new set of rules called the Social Tenant Access to Information Requirements (STAIRs).
These rules are designed to give housing association tenants clearer rights to ask for information about how their homes are managed. STAIRs will set out what information housing associations must share and how the Ombudsman will deal with complaints if information is not provided fairly. You can learn more about STAIRs in the Ombudsman’s explainer video.
To make sure the approach works well, the Ombudsman wants to hear what people think about the plans. This includes checking that it’s clear who can complain, that the time limits feel reasonable, and that the Ombudsman’s way of looking at STAIRs complaints will lead to fair outcomes.
Taking part is simple and is open to anyone living in social housing provided by a housing association. You can do so by filling in the online survey on the Housing Ombudsman’s website here.
If you need help, you can call 0300 111 3000, email consultations@housing-ombudsman.org.uk, or post your consultation response to: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET.
The consultation is open until 17 March 2026, so if you’re interested, share your views and help shape how these new information rights will work.
