STAIRs

Making sure social housing residents can easily find information about their landlord, their home, and the services they receive.

What is STAIRs?

STAIRs stands for Social Tenants Access to Information Requirements. It is a new government requirement designed to make sure social housing residents can easily find information about their landlord, their home, and the services they receive.

STAIRs is about openness and transparency. It helps residents understand how housing providers work and gives them clearer ways to ask questions or request information. From April 2027, you’ll have a legal right to ask L&G for certain information about how your home and housing services are managed. This is similar to the rights council tenants already have under Freedom of Information laws, but tailored specifically for registered providers.

What information do L&G publish?

Like other registered providers, we publish key information on our website so it is easy to find in one place. This is known as our STAIRs publication scheme.

This includes information about:

• How L&G Affordable Homes is run and how decisions are made
• How money is spent
• How homes are managed and maintained
• Our performance and service standards
• Complaints and how we learn from feedback

Much of this information is already available on our website, but STAIRs helps organise it more clearly so you can find what you need more easily.

How does STAIRs work alongside data protection?

STAIRs does not replace data protection laws.

L&G must still follow:

• The UK General Data Protection Regulation (UK GDPR)
• The Data Protection Act 2018

This means:

• We will protect your personal information
• We will not share information that could identify you or someone else
• We will not release confidential or sensitive information where the law does not allow it

STAIRs is about sharing housing and service information, not private personal data. We always have to balance transparency with privacy and safety.

When might information be withheld?

There may be times when we cannot provide information, for example if:

• It contains personal data about you or another person
• It includes confidential or commercially sensitive information
• Sharing it could put someone’s safety at risk

If this happens, we will explain why we cannot share the information and what options you have next. If you think information that should be available under STAIRs has not been shared, you can ask us to review this.

If you are still unhappy after we have responded, you may be able to escalate your concern to the Housing Ombudsman, who oversees complaints about STAIRs.