STAIRs FAQs

STAIRs (Social Tenant Access to Information Requirements) is a new Government scheme that gives social housing customers greater access to information about their landlord and the services they provide.

The aim is to help housing providers be more open and transparent with their customers.

Under STAIRs, Orwell will:

• Publish important information about our organisation and services on our website.
• Give customers the right to request certain information directly from us.

The scheme is designed to make it easier for customers to understand how their landlord operates, how decisions are made, and how services are delivered.

It is part of the Government’s wider commitment to strengthening customer voice and improving standards across social housing.

There are two key dates to be aware of:

From 1 October 2026

Orwell will publish key information online as part of our Publication Scheme.

From 1 April 2027

Customers will be able to submit formal requests for information under STAIRs.

We will normally respond within 30 calendar days of receiving a valid request.

From April 2027, you will be able to request information about how Orwell manages homes and services.

This may include information about:

• Our policies and procedures
• How we spend money and award contracts
• Service performance
• Decisions we have made and how they were reached
• Business plans and strategies

Requests must relate to Orwell’s social housing services.

You can make a request if you are an Orwell customer.

You can also ask someone to make a request on your behalf, provided you have given them permission to do so.

This could include:

• A family member or friend
• A support worker or advocate
• A solicitor or other professional representative

The scheme does not apply to members of the public who are not Orwell customers.

Many of the documents covered by STAIRs will be available on our website through our publication scheme: Social Tenants Access to Information Requirements (STAIRs).

The publication scheme is designed to help you find information quickly and easily without needing to submit a request.

If you cannot access information online, please contact us and we’ll be happy to help.

Requests must be made in writing. You can do this by:

• Sending us an email: STAIRs@orwell-housing.co.uk
• Filling in the contact form on the STAIRs page
• Writing to us by post: Orwell Housing Association Limited,
Crane Hill Lodge,
325 London Road,
Ipswich, Suffolk,
IP2 0BE

To help us process your request as quick as possible, please include:

• Your name
• Your address
• Your contact details
• A clear description of the information you are requesting

In some cases, we may need to verify your identity before we can respond.

Most requests will be free of charge.

In exceptional circumstances we may charge a reasonable fee, for example where large amounts of information need to be copied or posted.

If a charge applies, we will explain this to you before proceeding.

When we receive your request, we will:

1. Confirm we have received it
2. Review the information being requested
3. Contact you if we need any clarification
4. Gather and assess the information
5. Remove any information that cannot legally be shared
6. Send our response within the required timescales

Where possible, responses will be sent electronically.

Yes.

We want our information to be accessible to everyone and will make reasonable adjustments where needed.

Depending on your needs, we may be able to provide:

• Large print documents
• Easy Read versions
• Translated information
• Printed copies

If you require information in a different format, please let us know when making your request.

Yes. There are some circumstances where we may be unable to provide information.

This could include information that:

• Contains someone else’s personal data
• Is commercially sensitive
• Is protected by law
• Could create a safety or security risk if disclosed
• Is not held by Orwell
• Does not relate to our social housing services

If we are unable to provide some or all of the information requested, we will explain the reasons why.

If you believe we have not handled your request correctly, you can ask us to review our decision.

For example, you may feel that:

• Information has been withheld unfairly
• Information should have been included in our response
• Too much information has been redacted
• We have taken too long to respond

A manager who was not involved in the original decision will review the case and provide a written outcome.

If you remain dissatisfied after the review, you may be able to refer the matter to the Housing Ombudsman.