Housing Ombudsman consults on role it should play in Social Tenant Access to Information Requirements
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The Housing Ombudsman has launched a consultation on how it will take on complaints as part of its role in the Social Tenant Access to Information Requirements (STAIRs) after the government named it as the official complaints body for the issue.
The consultation is open to private registered providers and their tenants, as well as 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, the Ombudsman noted.
STAIRs gives social housing tenants of Private Registered Providers the right to information about the management of social housing, informing PRPs what they must share with tenants.
The consultation is aimed at ensuring that the Ombudsman’s plans are “clear and fair”.
Through the survey, the consultation seeks opinions on:
- whether it is clear who can complain to the Ombudsman
- whether the time limits for complaints seem fair
- whether the Ombudsman’s planned approach to STAIRs investigations will provide fair outcomes.
In addition to the changes made by the Ombudsman to include its new powers under STAIRs, it also made some minor changes to other parts of the ‘Scheme’, which sets out the terms under which the Ombudsman must operate.
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.”
Interested parties can contribute to the consultation by completing a survey on the Housing Ombudsman website here.
Harry Rodd
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