STAIRS: Your right to information

A government scheme giving social housing customers greater access to information launches today (1 October).

The Social Tenant Access to Information Requirements (STAIRs) is designed to give people greater access to information about how their homes and services are managed, improving transparency and making housing providers more accountable to their customers.

What does this mean for Orwell customers?

From 1 October 2026, Orwell will publish key information about our organisation, services and performance on our website through our Publication Scheme.

From 1 April 2027, customers will be able to request certain information directly from Orwell.

This may include information about:

• Policies and procedures
• Service performance
• Spending and procurement
• Decision-making processes
• Plans and strategies

Who can make a request?

STAIRs requests can be made by Orwell customers or authorised representatives acting on behalf of a customer. This could include a family member or friend, a support worker or advocate, or a solicitor or other professional representative.

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

How long will it take?

We will acknowledge requests within three working days and aim to provide a response within 30 calendar days.

Need help?

If you need information in a different format, such as large print, easy read, translated documents or printed copies, please let us know and we’ll be happy to help.

For more information about STAIRs, our Publication Scheme, or how to make a request, please contact us at STAIRs@orwell-housing.co.uk.

Need more information?

You can find more information on the STAIRs page or within our frequently asked questions (FAQs).