duration

Location
Virtual

Get ready for 2026 and 2027. Sense-check your publication scheme. Prepare for tenant information requests. Advice and guidance from HQN, Devonshires and practitioners.

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    Whether you are sense-checking final arrangements or strengthening an early approach, this timely, practical half-day session will help you identify gaps, understand the latest regulatory and Housing Ombudsman developments and prepare with confidence for the next phase of STAIRs.

    From 1 October 2026, private registered providers must proactively publish key information about how they manage their social housing under the new Social Tenant Access to Information Requirements (STAIRs).

    For many organisations, the immediate priority is to check that the right information is published, publication schemes are clear and accessible, and ownership, review and governance arrangements are robust.

    But publication is only the first stage.

    From 1 April 2027, tenants and their designated representatives will also be able to request information about the management of their social housing. Providers need workable processes for finding, reviewing and disclosing information, making defensible decisions on redaction and exemptions and responding to complaints.

    What the session will cover:

    • What the 1 October deadline requires and what providers should have in place
    • How STAIRs sits within the revised Transparency, Influence and Accountability Standard
    • How to create and maintain a clear and accessible publication scheme
    • Legal and information governance issues, including data protection, redaction, confidentiality and exemptions
    • How to design proportionate processes for tenant information requests from 1 April 2027
    • Complaint and escalation routes, including the Housing Ombudsman’s new STAIRs role and process
    • Practical lessons from a provider already turning the requirements into day-to-day practice.

    Who you’ll hear from:

    • Lewis Kinch, HQN, will chair the session, draw out the practical learning and put delegates’ questions to the speakers
    • Georgia Maskell, Associate, Devonshires, will provide a legal overview of the information law, data protection and disclosure issues providers need to get right
    • Sian Green, Yorkshire Housing, will share a provider’s perspective on preparing teams, adapting processes and embedding STAIRs without overcomplicating the response
    • Lydia Florence, the Housing Ombudsman Service will explain its role within STAIRs, focusing on the review and complaint process, how cases may reach the Ombudsman and what landlords can expect when responding to complaints. 

    Why attend?

    • Sense-check your publication scheme and spot gaps before they lead to compliance or complaint issues
    • Clarify ownership and governance across legal, information, communications and operational teams
    • Prepare a workable and legally sound approach to requests, redaction, exemptions and complaints
    • Learn from expert legal insight and practical provider experience, with time to ask questions.

    Who should attend?

    This session is essential for colleagues in private registered providers responsible for:

    • Governance
    • Legal and regulatory compliance
    • Data protection and information management
    • Communications and digital content
    • Complaints
    • Resident engagement
    • Customer service
    • Operational teams likely to provide information for publication or requests.
  • Our speakers

    Lewis Kinch, Head of Networks, HQN
    Lewis is a co-creation and engagement specialist driven by a belief that the people closest to challenges hold the answers to solving them. With 15 years’ experience across housing and community work, he champions power-sharing and genuine partnership between organisations and the communities they serve.
    Lewis has led the development of innovative frameworks and strategies that give residents meaningful influence in decision-making, always centring seldom-heard voices and challenging traditional top-down approaches.
    He combines systems thinking with participatory design methodologies to tackle complex challenges, committed to embedding person-centred cultures where residents, staff, and stakeholders work as equals.

    Sian Green, Data and Regulatory Compliance Advisor, Yorkshire Housing
    Sian Green is a Data and Regulatory Compliance Advisor at Yorkshire Housing, a role she has held since August 2022. In this position, Sian has further developed and strengthened her expertise in data protection, governance and regulatory compliance, supporting the organisation to meet its statutory and ethical obligations while promoting best practice in data handling.

    Lydia Florence, STAIRs Manager, Housing Ombudsman Service
    Lydia Florence is the STAIRs Project Manager at the Housing Ombudsman Service, leading the implementation of the Social Tenant Access to Information Requirements complaints service. She has more than 20 years’ experience in complaints resolution, investigations and social housing, and has played a key role in developing guidance, operational processes and sector engagement initiatives that support transparency, accountability and better outcomes for residents.

    Georgia Maskell, Associate, Devonshires
    Georgia is a Solicitor in Devonshires’ Property Litigation and Housing Management team and Information team, advising social housing clients on information law, data protection and housing management issues. Her work includes complex subject access requests, data breaches and compliance with UK GDPR and the Data Protection Act 2018, alongside matters such as access injunctions and possession claims.

    Georgia has a particular interest in the Social Tenant Access to Information Requirements (STAIRs) and has written and delivered updates on the developing requirements. She regularly supports registered providers with the practical information governance challenges around disclosure, data sharing and responding appropriately to requests for information.

    Courtney Jones, Social Housing Regulation Policy Advisor, Ministry of Housing, Communities and Local Government
  • Programme

    10:00am Welcome and introductions

    Lewis Kinch, Head of Networks, HQN

    10:10am STAIRs: The legal and information governance essentials

    Georgia Maskell, Associate, Devonshires
    • Information law and data protection
    • Disclosure, redaction, confidentiality and exemptions
    • Preparing for tenant information requests from April 2027
    • Key legal and governance considerations.

    10:55am Break

    11:10am Putting STAIRs into practice: A provider perspective

    Sian Green, Data Protection Lead, Yorkshire Housing
    • Preparing teams and clarifying ownership
    • Publication schemes and practical processes
    • Embedding STAIRs into day-to-day working
    • Lessons from implementation so far.

    11:40am STAIRs: The Housing Ombudsman’s role

    Lydia Florence, STAIRs Manager, Housing Ombudsman Service
    Courtney Jones, Social Housing Regulation Policy Advisor, Ministry of Housing, Communities and Local Government
    • How the STAIRs review and complaint process will work
    • When and how issues may reach the Housing Ombudsman
    • What landlords should expect when responding to STAIRs complaints.

    12:10pm Discussion and Q&A

    All speakers 

    12:25pm Wrap-up and closing remarks

    Lewis Kinch, Head of Networks, HQN

    12:30pm Close

  • Cancellations and substitutions

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected] Otherwise, a cancellation fee of £60 plus VAT will be chargeable. If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance. Cancellations must be made in writing, and will be acknowledged by HQN Limited.

  • Price and booking

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    If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we'll process the booking for you.

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