Watchdog tasked with investigating tenant complaints when scheme comes into force from October 2026
The Housing Ombudsman has today launched a consultation on how it will handle complaints as part of its role in the Social Tenant Access to Information Requirements (STAIRs).
In September 2025, the government named the watched as the official complaints body for STAIRs, which gives social housing tenants of private registered providers (PRPs) the right to access information about their landlord’s housing management.
PRPs and their tenants as well as those interested in social housing in England have been invited to advise on the ombudsman’s approach to its new role. This involves feeding back on whether it’s clear who can complain, whether the time limits for complaints seem fair and whether the planned approach to STAIRs investigations will provide just outcomes.
Local authorities and their residents are already covered by similar laws through the Freedom of Information Act, so STAIRs does not apply to them.
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.”
The government’s policy paper states what information PRPs must make available to their tenants and how, including publishing information about their social housing services, sharing information with tenants when they ask for it, only withholding information when it is reasonable to do so and being open and honest with tenants.
The ombudsman’s role will involve investigating complaints when tenants are unhappy with how their PRP managed their request for information as well as looking at complaints where a tenant is concerned a landlord has not published information it should have under its publication scheme.
If failings are found, the ombudsman may tell a provider to release information, review a decision and provide a full explanation for its position or apologise to a tenant.
Social landlords must proactively publish information about the management of their homes starting from October 2026, while tenants will be able to request information about the management of their homes from April 2027.
The consultation is open until 17 March 2026.
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