From 1 April 2027, tenants of housing associations and other private registered providers can ask their landlord for information about how it manages social housing.
What counts as a request
A request must be in writing, and you must be able to identify the person asking. The tenant doesn't have to mention STAIRs, and they can nominate someone to deal with you on their behalf. You should make reasonable efforts to help them make a clear request.
How long you have
You must respond promptly, and no later than 30 calendar days after you receive the request. You can take longer only in exceptional circumstances: to decide whether it's reasonable to withhold information, or to get information held by a third party. Even then, you must respond within a reasonable time.
When you can refuse
You can refuse a request if, for example:
- it's reasonable to withhold the information
- you can't establish who is asking
- the request isn't clear
- answering would take more than 18 hours of staff time
- the request repeats an earlier one, including from several people acting together
- the request is offensive or made in an abusive way.
You can't refuse because of who is asking (beyond checking they're a tenant), why they want the information, or how they'll use it. And you can't refuse because sharing the information might harm your reputation.
Publish how you decide
You must prepare and publish a policy explaining how you decide whether it's reasonable to withhold information, having regard to the protections in the Freedom of Information Act 2000, data protection law and other relevant laws.
Reviews and the Ombudsman
A tenant who is unhappy with your response can ask you for a review, which should normally be done within 30 calendar days. If they're still unhappy, they can complain to the Housing Ombudsman.
Requests for personal information
If a tenant asks for information about themselves, that's a subject access request under data protection law, not a STAIRs request.
Questions
Does a tenant have to mention STAIRs when they ask for information?
No. A request must be in writing and you must be able to identify who is asking, but it doesn't have to mention STAIRs.
How long do we have to reply?
Promptly, and no later than 30 calendar days after you receive the request.
What if a tenant asks for their own records?
That's a subject access request under data protection law, not a STAIRs request.
Sources
This guide is general information, not legal advice.