The Housing Ombudsman has launched a public consultation on how it will handle complaints under the new Social Tenant Access to Information Requirements (STAIRs), a reform giving millions of tenants of Private Registered Providers (PRPs) - mainly housing associations - stronger rights to request information about how their homes are managed.
The Housing Ombudsman Service has begun seeking views on its proposed approach to investigating complaints made under STAIRs, a new legal framework that grants tenants of ** the right to access information about the management of their homes.
Local authority tenants are not covered by the new requirements as councils already fall under the Freedom of Information Act.
The consultation (https://www.housing-ombudsman.org.uk/app/uploads/2026/01/Social-Tenant-Access-to-Information-Requirements-STAIRs-consultation.pdf), published on 20 January 2026, invites responses from PRPs, tenants, and anyone with an interest in social housing across England. It runs until 17 March 2026.
The government confirmed in September 2025 that the Housing Ombudsman would act as the official complaints body for STAIRs. The Ombudsman has since updated its Scheme to reflect this new responsibility.
Under STAIRs:
- Tenants can request information about decisions and activities affecting their homes, communities, or landlords.
- PRPs must meet new transparency obligations.
- The Ombudsman will investigate complaints where tenants believe information has been wrongly withheld.
The Ombudsman is asking for feedback on:
- Who is eligible to complain under STAIRs
- Whether the proposed time limits for complaints are fair
- Whether the planned investigation approach will deliver fair and consistent outcomes
“An opportunity to rebuild trust”
Housing Ombudsman Richard Blakeway said the reforms could help rebuild confidence between tenants and landlords at a time when trust is low.
“Trust and transparency are vital for a positive landlord‑tenant relationship… At a time when trust is low, this is an opportunity for PRPs to turn this tide.”
He encouraged tenants and landlords to take part, saying their feedback would help shape a fair and effective system.
