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20 January 2026
Housing Ombudsman opens consultation on its role in the Social Tenant Access to Information Requirements
We have opened a consultation on how we will take on complaints as part of our role in the Social Tenant Access to Information Requirements (STAIRs).
The consultation is open to Private Registered Providers (typically, this means housing associations) 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.
STAIRs gives social housing tenants of Private Registered Providers (PRPs) the right to information about the management of social housing. It informs PRPs what they must share with tenants.
The government published a policy statement for STAIRs on 30 September 2025. It named us as the official complaints body for STAIRs.
We have updated our Scheme to include this new area of work. Now we want to make sure our plans are clear and fair.
Through the survey, we would like to hear what you think about:
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whether it’s clear who can complain to us
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whether the time limits for complaints seem fair
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whether our planned approach to STAIRs investigations will provide fair outcomes
The consultation is open until 17 March 2026.
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Online resources available
We have a wide range of learning resources available. Explore our report publications, Centre for Learning, and published decisions as part of our commitment to being open and transparent.
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About the Housing Ombudsman Service
We are a free and impartial dispute resolution service. We investigate complaints from residents and leaseholders of member landlords (housing associations and local authorities) and voluntary members (private landlords and letting agents).
Our vision is to improve residents’ lives and landlords’ services through housing complaints.
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