Social Tenant Access to Information Requirements
From October 2026, social housing tenants will have new rights to access information about how their landlord manages homes and services. These new rights are called the Social Tenant Access to Information Requirements (STAIRs) and apply to housing associations and other private registered providers of social housing in England, such as Rooftop.
STAIRs is designed to make landlords more transparent, help tenants understand how decisions are made, and make it easier to hold landlords to account for the services they provide.
What information can I access?
From 1 October 2026, Rooftop must publish a range of information about how we operate, including information about:
- Governance and decision-making
- Finance and spending
- Housing stock management
- Performance
- Housing services and tenant liaison
- Lists and registers
- Social housing management
How do I find published information?
Rooftop will make information available through its publication scheme. This may include:
- Our website
- Printed information available on request
If you cannot find the information you need, contact us:
Telephone: 01386 420800 Email: enquiries@rooftopgroup.org
How do I make a request?
You can submit a request to us using our online contact form or email: enquiries@rooftopgroup.org
Your request should:
- Clearly describe the information you want
- Provide enough detail to help us identify the information
- Include your contact details so a response can be provided
You do not need to explain why you want the information. However, being clear and specific will help us respond more quickly.
How long will we take to respond?
We must normally respond within 30 calendar days of receiving a request.
The response may:
- Provide the information requested
- Explain where the information is already published
- Explain why some or all of the information cannot be provided
Are there any limits to what can be disclosed?
Yes.
Rooftop may refuse to provide information in some circumstances. For example, we may withhold information where disclosure would:
- Reveal another person's personal information
- Breach data protection laws
- Put someone's safety at risk
- Breach legal or regulatory obligations
- Disclose commercially sensitive or confidential information where it is reasonable to withhold it
Where possible, we may remove or redact sensitive information and provider the remainder of a document
Is this the same as a Subject Access Request (SAR)?
No.
A Subject Access Request (SAR) is used to obtain your personal information held by Rooftop under UK data protection law.
A STAIRs request is used obtain information about how your home, estate, landlord, or services are managed.
You can use either process depending on the information you need.
What if I am unhappy with the response?
If you are dissatisfied with our response, or if you do not receive a response with 30 calendar days, you may be able to complain to the Housing Ombudsman.
The Ombudsman will consider whether we have dealt with the request appropriately and followed the STAIRs requirements.
Need Help?
If you need help finding information or making a STAIRs request, please contact our Customer Contact Team.
Remember:
- Check our publication scheme first.
- Be clear about the information you want.
- Keep a copy of your request.
- Ask for assistance if you need support making a request.
STAIRs is intended to give tenants greater access to information, improve transparency, and strengthen accountability across our social housing services.
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