Source: Housing Ombudsman, 30 July 2026.
Housing association tenants are getting a new legal right to see what their landlord is doing with their rent, and a new route to complain when the information doesn’t come.
The Housing Ombudsman has published its updated Scheme ahead of the Social Tenant Access to Information Requirements, known as STAIRs. From 1 October 2026, private registered providers (housing associations, in ordinary language) must proactively publish information about how they run their organisation and spend money, the homes they own, their performance, and the services they provide. From 1 April 2027, tenants can make direct information requests to their provider.
Think of it as freedom of information for housing associations. Council tenants have long been able to use the Freedom of Information Act to question their landlord; housing association tenants haven’t had an equivalent. STAIRs closes most of that gap.
How a request will work
You make an information request to your provider first. If you’re dissatisfied with the response, or don’t receive one within 30 calendar days, you can complain to the Housing Ombudsman, which is the official complaints body for STAIRs. You’ll have 3 months to bring that complaint and the Ombudsman will handle it through a new process separate from its existing complaints service, and decisions will be published on its website. Former tenants who made a request while still a tenant can also complain.
Who’s not covered
STAIRs doesn’t apply to leaseholders who own 100% of their property, resident associations making a group request, private renters, or council tenants. If you are in these groups you should use the Freedom of Information Act instead.
Why it matters
The Ombudsman’s own casework shows weaknesses in landlords’ records are a driver of service failure. Poor record-keeping is exactly what is demonstrated in the worst disrepair cases, where reports go missing and cases get closed unresolved. A legal right to the paperwork changes the balance: if your landlord’s answer to a damp report doesn’t add up, from next April you can ask to see the records behind it.
Nothing to do yet
The publishing duty starts 1 October and direct requests open on 1 April 2027. If you have a live complaint with your housing association now, our guide to making a formal complaint covers the route that already exists, and the deadline tracker will keep your dates straight.
Common questions
When can I make a housing association information request?
From 1 April 2027. Before then, from 1 October 2026, providers must proactively publish information about their governance, spending, homes, performance and services.
How long does my landlord have to respond?
30 calendar days. If you don’t get a response in that time, or you’re unhappy with it, you can complain to the Housing Ombudsman.
Does this apply to council tenants?
No. STAIRs covers private registered providers, mainly housing associations. Council tenants should use the Freedom of Information Act instead.