Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements, known as STAIRs, gives social housing customers clearer rights to access information about how their homes and housing services are managed.
What is STAIRs?
Social Tenant Access to Information Requirements, known as STAIRs, gives social housing customers clearer rights to access information about how their homes and housing services are managed. Bernicia already publishes information about our services, performance and responsibilities as a landlord.
This page brings that information together in one place, so it is easier to find.
We will continue to update this page as the new requirements come into effect. Bernicia already publishes information about our services, performance and responsibilities as a landlord.
This page brings that information together in one place, so it is easier to find.
What STAIRs means
Social Tenant Access to Information Requirements (STAIRs) is being introduced for housing associations and other private registered providers of social housing.
It is designed to make sure customers can access useful information about:
- how decisions are made
- how services are performing
- how homes are managed and maintained
- how money is spent on homes and services
- how customers can have their say
From 1 October 2026, Bernicia must publish key information about how we manage social housing.
From 1 April 2027, customers will also be able to ask for specific information about the management of their home or housing services. We will usually need to respond within 30 calendar days.
We will add more information about how to make a STAIRs request before this part of the scheme starts.
Information we publish
We are reviewing the information we already publish and will continue to add links to relevant pages and documents.
You can use this page to find information that has been published about the following areas.
Information about senior staff names and roles, organisational structure and governance arrangements. Decision making processes and policies, prioritisation of complaints, information on tenant consultations (including methodology), tenant meeting minutes and agendas.
About Bernicia
Find out who we are and what we do.
Information about Bernicia’s leadership and governance, including the Executive Team, Board of Directors, organisational structure and how Bernicia is regulated.
Our Board of Directors (senior staff names and roles)
Meet the board members who oversee Bernicia.
Policies
View the key policies that guide how Bernicia works and delivers its services.
See how we manage spending, grants and the use of service charge revenue.
Information about our housing stock management plans, maintenance work, progress towards net zero, stock transfers.
Information about inspections outcomes, ratings, performance reviews, evaluation reports, Tenant Satisfaction Measures, media releases, complaint metrics, information request data, health and safety performance and assessments, maintenance work and number of evictions.
This section brings together key information about the services, advice and support available to Bernicia tenants. It includes how tenants can contact us, use MyBernicia, manage their home and tenancy, access help and support, stay safe, get involved, move home, give feedback or make a complaint.
Information about how we invest in homes, neighbourhoods and communities.
Information about policies relating to the management of social housing.
Accessibility tools
Our website includes Recite Me accessibility tools to help people access information in a way that works best for them.
The toolbar can read pages aloud, change text size, adjust colours and contrast, translate content and provide reading support tools. This helps make our website easier to use for people with different access needs, including visual, language, learning or reading difficulties.
The tools are available across our website and can be opened by selecting the Accessibility button.
On a desktop or laptop, the Accessibility button can be found at the top of the website. Select it to open the Recite Me toolbar.
On a mobile or tablet, open the website menu and select Accessibility. The toolbar will then open on your screen.
Once the toolbar is open, you can choose the tools that work best for you.
Asking for information under Social Tenant Access to Information Requirements (STAIRs)
From 1 April 2027, Bernicia customers, or someone acting on their behalf, will be able to ask for information under STAIRs.
This could include information about the management of their home or housing services.
Before this starts, we will publish clear guidance explaining:
- who can make a request
- how to make a request
- what information can be requested
- how long a response should take
- what to do if you are unhappy with the response
- when information may not be shared
Social Tenant Access to Information Requirements (STAIRs) is about being open and transparent, but there may be times when we cannot share information.
For example, we may not be able to share information if it would:
- break data protection rules
- affect someone’s privacy or safety
- share confidential information
- go against legal requirements
- involve information that should be requested in another way
If we cannot share information, we will explain why.
If you are unhappy with our response, we will explain how customers can ask us to review a STAIRs response if they are unhappy with it.
The Housing Ombudsman is expected to have a role in looking at complaints about how STAIRs requests are handled.
We will update this page when the final process is confirmed.