The landscape of social housing comms is on the brink of significant change with the introduction of the Social Tenant Access to Information Requirements, known as STAIRS.
In a recent webinar hosted by Altair and Devonshires, housing professionals explored the legal and operational shifts ahead, highlighting a crucial point for all providers: this is a major communications challenge and an opportunity to build trust.
What is STAIRS and why does it matter?
STAIRS is a bespoke scheme designed for private registered providers (PRPs) to enable residents and their representatives to access information about the management of their homes. Unlike the Freedom of Information Act (FOIA), which applies to local authority providers, STAIRS is a tailored framework.
The implementation is a two-part process:
- From October 2026, providers must proactively publish information on governance, spending and performance.
- From April 2027, they will be expected to respond to written information requests from tenants.
The communications challenge
For communications teams, STAIRS is a call to action. The legal requirements present a significant communications challenge: how to avoid information overload for residents while still being compliant.
With STAIRS and other new regulations, such as the Transparency Influence and Accountability Standard, providers will have a vast number of publication requirements. Simply putting this information on a website or in an annual report is not enough to meet the new standards. The information must be accessible and meaningful to everyone.
Providers must consider how to present information in a way that truly engages tenants. This includes thinking about digital access, as not all residents will be able to access or scrutinise information online.
The opportunity for transparency
Beyond compliance, STAIRS offers a valuable opportunity to build trust and empower tenants. By providing greater transparency, PRPs can give residents a deeper understanding of how services are delivered and the ability to scrutinise and influence those services. This in turn can hold organisations to account and lead to long term improvements in landlord services.
Practical steps to prepare
The message from the webinar was clear: don’t wait for the final requirements. Communications teams can start preparing now:
- Audit your information: Begin organising existing information according to the STAIRS classifications.
- Review your strategy: Develop a communications plan to inform residents about the new scheme. This plan should focus on avoiding information overload and ensuring accessibility.
- Engage with residents: Work with residents to test whether published information is accessible and meaningful. This engagement is vital for shaping how information is presented.
- Address process gaps: Review procurement and contract arrangements to ensure third parties can comply with information requests. For smaller providers with limited resources, early preparation is key, as no exemptions are expected.
The STAIRS framework is more than just a set of new rules; it is a new approach to engagement. By taking proactive steps now to prepare your communications strategy, processes and information, you can demonstrate a clear commitment to transparency and tenant empowerment.
If your organisation needs support developing a customer communications strategy, drop us an email at hello@see-media.co.uk to see how we can help.
