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 our governance, leadership, board, decision-making and key policies.

Information about how our services are performing, including customer satisfaction, complaints and service standards.

Information about repairs, planned improvements, building safety and how we look after homes.

Information about how we invest in homes, neighbourhoods and communities.

Information about how customers can share their views and help shape services.

Information about spending linked to the management of homes and housing services.

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.