The Social Tenant Access to Information Requirements
Introduction
The Social Tenant Access to Information Requirements (STAIRs) give social housing tenants of private registered providers greater access to information about the management of their homes and housing services.
STAIRs has two parts:
- from 1 October 2026, Innisfree must proactively publish certain information about the management of our social housing; and
- from 1 April 2027, our social housing tenants will also be able to make written requests for relevant information that we hold.
This page explains what information we publish and how STAIRs works.
From 1 October 2026, Innisfree is required to proactively publish information we hold which falls within seven classes set out in the STAIRs requirements.
These are:
Who We Are and What We Do: Information about Innisfree, our organisational structure, governance and the services we provide.
What We Spend and How We Spend It: Information about spending, grants and the use of service charge revenue.
Information about our plans and performance.
How We Make Decisions: Information about governance and decision-making, including how residents can influence our services.
Our Policies and Procedures: Information about the policies we use to manage our homes and housing services.
Lists and Registers: Information held within relevant lists and registers relating to the management of our social housing.
Lists & Registers – to follow
The Services We Offer: Information about the housing services we provide to residents.
You can also find key reports and documents on our Reports, Newsletters & Other Publications page.
We will regularly review the information available through our publication scheme and update it when necessary.
We are not required to create new records solely for the purpose of the publication scheme. Where information we already hold falls within the STAIRs publication requirements, we will consider how it should be made available.
In some circumstances, information may need to be redacted before it is published, for example where it contains information that it would not be appropriate to disclose publicly.
From 1 April 2027, Innisfree social housing tenants will be able to request relevant information relating to the management of our social housing.
Relevant information can include information about areas such as:
- moving home
- rent and service charges
- occupancy and tenancy rights
- estate and communal-area management
- property condition, repairs and improvements
- antisocial behaviour
- complaints
- compensation and redress
- customer service
- health and safety
- data handling and privacy
- housing stock
- environmental and energy-efficiency information.
STAIRs information requests can be made by an Innisfree social housing tenant.
A tenant can also nominate a representative to communicate with us on their behalf. You will need to identify your representative to us.
STAIRs does not require you to use any particular legal wording when making a request. You do not have to mention STAIRs for the requirements to apply.
Your request must:
- be made in writing
- allow us to identify who is making the request
- explain clearly what information you are looking for.
If we are not sure what information you are requesting, we will make reasonable efforts to help you clarify your request.
From 1 April 2027, you will be able to submit your request:
Email us: complaints@innisfree.org.uk
Write to us at: Innisfree Housing Association, 190 Iverson Road, West Hampstead, NW6 2HL.
We will acknowledge your request promptly.
We will then identify and consider the relevant information we hold.
We must respond promptly and no later than 30 calendar days after receiving your request.
In exceptional circumstances we may need additional time, including where we need additional time to consider whether information can reasonably be disclosed or to obtain relevant information held by another organisation responsible for managing our social housing on our behalf.
If our response will be delayed, we will tell you why and when you can expect a response.
STAIRs is intended to promote openness and transparency, and we will provide relevant information unless there is a reason why it is reasonable to withhold it.
There may be circumstances where we cannot provide all or part of the information requested.
For example, information may need to be withheld or redacted where disclosure would conflict with legal requirements or where disclosure could cause harm.
Where possible, we may provide part of a document while removing information that cannot appropriately be disclosed.
If we refuse your request, we will explain why.
[LINK/DOWNLOAD: STAIRs Policy]
STAIRs does not replace other legal rights you may have to access information.
For example, if you want a copy of personal information Innisfree holds about you, this may be dealt with as a Subject Access Request under data protection legislation rather than STAIRs.
If you believe that Innisfree holds information which should be proactively published under our STAIRs publication scheme but you cannot find it, please contact us first.
If you remain dissatisfied, you can ask us to carry out a STAIRs review. You can contact us at:
complaints@innisfree.org.uk
Phone: 0207 625 1818 (option 4)
In writing: Innisfree Housing Association, 190 Iverson Road, West Hampstead, NW6 2HL.
We will normally complete the review within 30 calendar days of receiving it. Additional time may be required in some circumstances. If you remain dissatisfied following our review, you can escalate the matter directly to the Housing Ombudsman under the Housing Ombudsman Scheme. Click here
From 1 April 2027, if you are dissatisfied with how we have handled your information request or with the outcome, you can ask Innisfree to review our decision.
You can contact us at:
complaints@innisfree.org.uk
Phone: 0207 625 1818 (option 4)
In writing: Innisfree Housing Association, 190 Iverson Road, West Hampstead, NW6 2HL.
We will normally complete the review within 30 calendar days of receiving it. Additional time may be required in some circumstances. If you remain dissatisfied following our review, you can escalate the matter directly to the Housing Ombudsman under the Housing Ombudsman Scheme. Click here
We want our information to be accessible.
If you need help finding information, making a request, or need information in a different format, please contact us.