STAIRs Update: Regulator Consults on Consumer Standards changes

As previously reported, on 30 September 2025 the Government published its consultation outcome and response on (1) the proposed Social Tenant Access to Information Requirements (STAIRs), and (2) the accompanying draft direction to the Regulator of Social Housing (the Regulator) on 30 September 2025. 

Alongside this consultation outcome and response, the Government published a STAIRs policy document and a finalised direction requiring the Regulator to set an ‘access to information standard’. This standard was intended to oblige Registered Providers to give social housing tenants information about their accommodation, facilities and related services. The Regulator was required to set this standard in line with the expectations of the STAIRs policy document. 

In its consultation response, the Government confirmed that it expected the Regulator to consult on any new standard reflecting the STAIRs direction. That expectation was correct, as on 9 December 2025, the Regulator launched a 12-week consultation (closing 3 March 2026) on proposed changes to the Transparency, Influence and Accountability Standard (the TI&A Standard) and the Consumer Standards Code of Practice to incorporate the STAIRs requirements. 

Proposed Changes to the TI&A Standard and Code of Practice 

The TI&A Standard requires RPs to be open with tenants and treat them fairly and respectfully to enable them to access services, raise complaints, influence decisions and hold their landlord to account.  

The Regulator is proposing to add a new required outcome to the TI&A Standard to reflect the STAIRs direction:

Required Outcomes 

1.7  Social Tenant Access to Information Requirements (STAIRs) 

1.7.1 Private registered providers* must provide information to their tenants concerning the accommodation, facilities and services provided by them in connection with social housing. In doing so they must meet the expectations set out in the Government’s policy statement entitled Social Tenant Access to Information Requirements dated 30 September 2025.** 

*The Social Tenant Access to Information Requirements (STAIRs) apply to private registered providers only. 

** Social Tenant Access to Information Requirements: consultation - GOV.UK

The Regulator is proposing to add the following wording to the Consumer Standards Code of Practice to reflect the STAIRs direction: 

58. The expectations set out in the Government’s policy statement*, ‘Social Tenant Access to Information Requirements’ (STAIRs) apply to private registered providers only. In delivering the required outcome, private registered providers must publish certain information about their activities and provide relevant information in response to requests from tenants unless it is reasonable to withhold the information from disclosure. They are also expected to demonstrate a commitment to transparency, accountability and tenant involvement. Registered providers must ensure communication with and information for tenants is clear, accessible, relevant, timely and appropriate to the diverse needs of tenants.  

59. It is for private registered providers to decide whether it is reasonable to withhold information from disclosure in line with the expectations set out in the policy statement. In deciding this, the Government’s policy statement makes it clear that private registered providers must have regard to the protections afforded to certain classes of information (and to how those classes of information are defined) in the Freedom of Information Act 2000 and Data Protection Act, and any other relevant statutes. Further information about relevant protections can be found on the Information Commissioner’s Office website.

The Regulator’s consultation is seeking views on whether these proposed changes accurately reflect the Government's STAIRs direction. If adopted, the changes will be added to the TI&A Standard and Code of Practice from 1 October 2026.  

Comment 

In our view, the proposed required outcome for the TI&A Standard does accurately reflect the STAIRs direction as it widely repeats the direction itself. Similarly, the proposed wording for the Code of Practice generally summarises the STAIRs policy statement. 

The fact that the Regulator is proposing to not only implement these changes, but implement them on 1 October 2026 in line with the STAIRs implementation timeline (under which publication schemes will need to be in place by 1 October 2026), is significant. While the Regulator was required to do so pursuant to the STAIRs direction, incorporating STAIRs into the consumer standards sends a clear signal of the Government and the Regulator’s ongoing commitment to enforce transparency and accountability as core principles of social housing regulation. 

The Regulator’s consultation is now open, and tenants, landlords, housing providers and anyone with an interest in social housing are invited to share their views on the proposed changes. Interested parties can respond to the Regulator’s consultation here.  

If you have any questions about STAIRs, please contact Hetal Ruparelia or Georgia Maskell. If you have any questions about consumer standards and specifically the TI&A Standard, please contact Samantha Grix or Narin Masera.