Housing Ombudsman publishes revised Scheme and consultation outcome ahead of STAIRs
Summary
The Housing Ombudsman has published its consultation response and revised Scheme ahead of the introduction of STAIRs, a new information-access regime for tenants of Private Registered Providers. The changes set out new publication duties from 1 October 2026 and a separate complaints route for tenants from 1 April 2027, with the Ombudsman acting as the official complaints body.
Why it matters
Residential property surveyors working in social housing may encounter the operational and record-keeping implications of STAIRs, particularly where information management, asset data and service transparency are concerned. The update also signals a stronger compliance and complaints environment for providers, which can affect inspections, reporting and client advice.
Key points
- PRPs must proactively publish information about governance, spending, homes, performance and services from 1 October 2026.
- Tenants can make direct information requests from 1 April 2027 and may complain to the Housing Ombudsman if dissatisfied or if no response is received within 30 days.
- STAIRs complaints will follow a new process separate from the Ombudsman’s existing complaints service.
- Former tenants who made a request while still a tenant can also bring a complaint.
- The Ombudsman says the regime should improve transparency, trust and information management within PRPs.
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