Social Tenant Access to Information Requirements (STAIRs)
STAIRs give 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, give 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
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 our governance, leadership, board, decision-making and key policies.
Information about how our services are performing, including customer satisfaction, complaints and service standards.
- Tenant Satisfaction Measures
- Annual report
- Complaints performance
- Customer feedback
- Regulator of Social Housing information
- Homes, repairs and safety
Information about repairs, planned improvements, building safety and how we look after homes.
- Repairs
- Planned improvements
- Damp and mould
- Gas, electrical and fire safety
- Building safety
- Aids and adaptations
- Investment in homes and communities
Information about how we invest in homes, neighbourhoods and communities.
- Planned maintenance
- Environmental and net zero work
- Community investment
- Estate improvements
- Customer voice and involvement
Information about how customers can share their views and help shape services.
- Customer involvement
- Consultations
- Customer scrutiny
- You said, we did
- Complaints and feedback
Information about spending linked to the management of homes and housing services.
- Service charge information
- Annual report
- Value for money information
- Financial statements, if customer-facing and suitable
- Asking for information
Asking for information under 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
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.