A guide for trustees
This information has been summarised from the government’s consultation response and policy statement to the Social Tenant Access to Information Requirements .
1. What is STAIRS?
STAIRS stands for “Social Tenant Access to Information Requirements”.
From 1 October 2026 , private registered providers of social housing must give their social housing residents access to information they hold about the management of their social housing. This also applies to information held by people or organisations managing the housing on the provider’s behalf.
Important: STAIRS applies to almshouse charities that are registered providers. If your almshouse charity is not a registered provider, these requirements do not apply to your charity.
2. What do trustees of almshouse charities that are registered providers need to do?
Publish certain information about how the social housing is managed.Make residents aware of what information is available and how they can ask for information.Respond to valid information requests , normally within 30 calendar days.Have a process for reviewing complaints if a resident is unhappy with how their request has been handled.You do not need to create new documents or information simply because a resident asks for it.
3. What information should these member charities publish?
Registered providers must proactively publish information they already hold in the following areas:
Class of information Information typically included Governance and decision making 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. Spending Spending, grants, use of service charge revenue. Housing stock management Plans, maintenance work, progress towards net zero, stock transfers. Performance Inspections outcomes, ratings, performance reviews, evaluation reports, Tenant (resident) Satisfaction Measures, media releases, complaint metrics, information request data, health and safety performance and assessments, maintenance work, number of evictions. Housing services Description of services, advice, and guidance for tenants. Lists and registers Information held in registers required by law and other lists and registers relating to the management of social housing. Social housing management Policies and strategies relating to the management of social housing.
Trustees should identify the information they already hold that falls into these categories and make it available to residents.
Members should also review and update the information regularly .
Members do not have to create new information. STAIRS does not require trustees to create new records simply to comply with the requirements. For example, if a resident asks for a report that the charity does not already have, you do not have to create a new report just to answer the request. Information can also be redacted where this is appropriate and reasonable.
4. What information can a resident ask for?
Residents can ask for relevant information that is held by:
the registered provider
someone else who manages the provider’s social housing on its behalf.
Examples include information about:
property moves
WMC collection and rates
service charges
occupancy rights
communal areas and estate management
repairs and improvements
property condition
anti-social behaviour
staffing and training
complaints and complaints performance
compensation and redress
communication and customer service
health and safety
data handling and privacy
security
housing stock
housing stock transfers or mergers
environmental and energy-efficiency information.
5. What information is not covered?
STAIRS does not cover everything the charity holds. For example, it does not normally cover:
matters that are the responsibility of the local council, such as the council’s allocations policy or homelessness services
information about property management that is not connected with the provider’s social housing functions.
Information is also not covered where:
the resident already has a statutory right to access it through another legal process
the information was created after the resident made their request.
6. Who can make a request?
A request can be made by:
a resident
someone the resident has formally nominated to act as their representative.
The request must be in writing , and the person making it must be identifiable. The resident does not have to use the word “STAIRS” when making their request.
Trustees should make reasonable efforts to help residents make their request clear if they are unsure what information they are asking for.
7. Making residents aware of the process
Residents should be told:
that they can ask for relevant information
how to make a request
how the charity will deal with requests.
This could be included in the Resident Handbook and/or on the charity’s website.
8. What should we do when we receive a request?
Step 1 – Acknowledge the request
Acknowledge the request promptly.
Step 2 – Check what is being requested
Check that:
the person making the request can be identified
they are a resident or authorised representative
the request is clear
the information requested falls within STAIRS.
If the request is unclear, you should make reasonable efforts to help the resident clarify it.
Step 3 – Find the information
Check the charity’s own records.
If the information is held by someone who manages the housing on the charity’s behalf, trustees should make reasonable efforts to obtain it.
Step 4 – Decide whether any information should be withheld
Most relevant information should be provided unless there is a valid reason to refuse the request.
The charity should normally respond within 30 calendar days.
If more time is needed in exceptional circumstances, the resident should be told why and when they can expect a response.
9. When can the charity refuse a request?
There are circumstances where a request can be refused. These include where:
it is reasonable to withhold the information
the identity of the person making the request cannot be established
the request is unclear
the information is not covered by STAIRS
dealing with the request would take more than 18 hours of staff time
the request is repeated
the request is offensive or abusive.
A request should not be refused simply because:
trustees do not agree with the reason for the request
trustees do not like the person making the request
trustees are concerned that disclosure might cause reputational damage to the charity.
10. What about personal or confidential information?
Trustees should consider the requirements of the Data Protection Act 2018 , the Freedom of Information Act 2000 where relevant, and any other applicable legislation when deciding whether information should be withheld.
The aim is to balance:
The reasons for providing the information against any potential harm that could result from providing it.
Where information relates to a third party, their views about disclosure should also be considered. If only part of a document needs to be withheld, it may be possible to redact that part and provide the rest.
11. Trustees need a policy on withholding information
Registered providers must publish a policy explaining how they will decide whether it is reasonable to withhold information. The policy should support:
transparency
accountability
consistent decision-making.
For a small almshouse charity, this policy should be straightforward and proportionate.
12. What if we cannot provide the information?
If a request is refused or delayed, the resident should be told:
that the request has been refused or delayed
the reason
when they can expect a response, where applicable.
Where appropriate, trustees should also point residents towards another source where they can obtain the information. For example, if the information can be accessed through another statutory process, the resident should be directed towards the appropriate route.
13. What if a resident is unhappy?
If a resident is unhappy with the way their information request has been handled, they should first use the charity’s STAIRS review process.
The provider should review the decision.
The review should normally be completed within 30 calendar days.
If the resident remains dissatisfied after the review, they can escalate the matter directly to the Housing Ombudsman, where this falls within the Housing Ombudsman’s Scheme. The response to the review should tell the resident about their right to approach the Housing Ombudsman.
14. Trustee Checklist
Trustee checklist Trustees should make sure that the charity:
15. STAIRS Templates (created by The Almshouse Association)
STAIRS Policy and Publication Policy [Link ]
Internal Review Procedure [Link ]
Information Request Procedure Template [Link ]
Information Request Guide for Residents [Link ]
Withholding and Redaction of Information Policy [Link ]
Questions?
Please please do not hesitate to contact our Policy, Planning and Engagement Manager via alicemorrey@almshouses.org