What is STAIRS?

STAIRs stands for Social Tenant Access to Information Requirements.

It is a new set of requirements that gives tenants of private registered providers of social housing clearer access to information about how their landlord manages social housing.

For Nehemiah tenants, this means we will proactively publish key information about our organisation, homes, services, spending and performance.

What will Nehemiah publish?

We will publish information across seven categories:

• Governance and decision-making
• Spending
• Housing stock management
• Performance
• Housing services
• Lists and registers
• Social housing management

Where the information is already available on our website, we will provide a link to the existing information rather than unnecessarily duplicating it.

When does STAIRS start?

The first phase of STAIRs, covering proactive publication of information, starts on 1 October 2026.

The second phase starts on 1 April 2027. From this date, tenants and nominated representatives will be able to make written information requests to their landlord.

Find out more about STAIRs from the Housing Ombudsman

Can I request information?

From 1 April 2027, yes.

Tenants and their nominated representatives will be able to make written requests for relevant information about the management of Nehemiah’s social housing.

We will provide clear information about how to make a request, what information can be requested and what you can expect from us.

How will Nehemiah respond to an information request?

We will explain how your request will be handled and provide the relevant information where it is appropriate to do so.

We will aim to make our responses clear and easy to understand.

The STAIRs requirements provide for responses within 30 calendar days, unless additional time is justified in exceptional circumstances.

Will all information be shared?

No.

There are circumstances where information may be withheld or redacted.

For example, information may need to be withheld where it:

• contains personal data or information about another individual;
• contains information supplied by a third party where disclosure is restricted;
• could create a security or safety risk;
• is available through another statutory access route;
• is subject to another legitimate restriction on disclosure;
• is unclear or does not identify the information being requested;
• repeats a previous request without a sufficient reason; or
• would place an unreasonable or disproportionate burden on Nehemiah.

Where information is withheld or redacted, we will explain the reason where appropriate.

Can I ask for information about my own tenancy?

STAIRs is primarily concerned with access to non-personal information about the management of social housing.

If you need information about your own tenancy or personal information held about you, a different process may apply. Please contact us and we will explain which route is appropriate.

[Contact Nehemiah]

What if I cannot access information online?

We recognise that not everyone will be able to access information online.

If you need information in an alternative format or need help accessing information, please contact us.

[Contact Nehemiah]

We will consider accessibility needs and reasonable adjustments where appropriate.

What if I cannot find the information I am looking for?

First, please search this Information for Tenants (STAIRs) section.

If you still cannot find what you need, contact us and tell us what information you are looking for.

[Contact Nehemiah]

We will help you identify where the information is available or explain the appropriate way to request it.

What if I am unhappy with how my information request has been handled?

If you are unhappy with how Nehemiah has handled your STAIRs information request, you should first ask us to review the matter through our STAIRs review process.

If you remain dissatisfied after Nehemiah’s review, you may be able to make a complaint to the Housing Ombudsman, subject to its rules and jurisdiction.

The Housing Ombudsman is the official complaints body for STAIRs.

Housing Ombudsman

Housing Ombudsman – STAIRs and the Housing Ombudsman Scheme

Does STAIRS replace Nehemiah’s complaints process?

No.

STAIRs is specifically about access to information.

If you are unhappy with a service we have provided—for example, a repair, tenancy service or complaint—you should continue to use Nehemiah’s normal complaints process.

If your concern is specifically about the publication of information or the handling of a STAIRs information request or review, the STAIRs process will apply.

Where can I find more information about STAIRS?

We will keep this page updated as the STAIRs requirements develop.

You can also find information about STAIRs on the Housing Ombudsman’s website.

Housing Ombudsman – STAIRs information