The Housing Ombudsman has opened a consultation on how it will take on complaints as part of its role in the Social Tenant Access to Information Requirements (STAIRs).

The consultation is open to private registered providers (PRPs) and their tenants, and groups and individuals interested in social housing in England. Local authorities and their residents are already covered by similar laws through the Freedom of Information Act, and so STAIRs will not apply to them.

Under STAIRs, social housing tenants have the right to access information about the management of social housing. The government published a policy statement for STAIRs on 30 September 2025. It named the Ombudsman as the official complaints body.

As part of the consultation, the Ombudsman is looking for views on:

• whether it’s clear who can complain to us
• whether the time limits for complaints seem fair
• whether its planned approach to STAIRs investigations will provide fair outcomes.

The consultation is open until 17 March 2026.

Richard Blakeway, Housing Ombudsman, said: “Trust and transparency are vital for a positive landlord-tenant relationship. STAIRs supports those objectives.

“It will help tenants of PRPs access information to understand activities that relate to their home, community or landlord. It can help inspire confidence in the actions of the landlord. It can help PRPs understand and debate reasonable challenge on plans.

“A huge thank you to everyone taking the time to participate in our consultation. We will publish feedback as part of wider engagement to make the scheme a success.

“We look forward to reading your consultation responses. At a time when trust is low, this is an opportunity for PRPs to turn this tide.”