We’re making it easier for tenants to access information about their home and services they receive

We have made it easier than ever for tenants to access information about their home and the services they receive, in line with the government’s new Social Tenant Access to Information Requirements (STAIRs).

Introduced by the government to improve openness, accountability, and transparency across the social housing sector, STAIRs gives tenants greater rights to access information about how their homes are managed, and how housing providers make decisions.

The new requirements will be introduced in phases, with housing providers required to have a publication scheme in place by October 2026 and a formal information request process by April 2027.

To support the new standard, we have launched a dedicated STAIRs webpage, bringing together key information in one place.

Tenants can access details about our governance and decision-making, financial performance, housing stock management, tenant satisfaction measures, service standards, health and safety performance, and policies affecting them.

From April 2027, tenants will also have the right to submit written requests for specific information relating to their home, repairs, housing services, or landlord performance, with housing providers required to respond within 30 calendar days.

Louise Usher, Head of Governance and Assurance said: “We welcome the introduction of STAIRs and the opportunities it brings to further strengthen transparency with our tenants. We want to be as open and accountable as possible, and we want our tenants to have easy access to the information they need.

“Our new webpage pulls everything together in one place, making it simpler to find answers, understand how decisions are made, and see how we’re performing. This is an important step in helping tenants feel informed, involved, and empowered.”

We are continuing to prepare for the full implementation of the new requirements, working across the organisation to make sure information remains accessible, accurate, and up to date for tenants.

To find out more and access the information, visit: www.ongo.co.uk/stairs.