Social Tenant Access to Information Requirements
The Social Tenant Access to Information Requirements, or STAIRs, give you new rights to see information about how your landlord manages your home and services. These rights apply to tenants of private registered providers, such as bpha.
They are designed to make landlords more transparent, accountable and open, by making sure you have fair access to details about decisions and actions that affect your home and the services we provide.
From 1 October 2026, landlords must proactively publish a wide range of information. This is known as the Publication Scheme.
The type of information that must be available has been split into seven categories, which you can see below.
We already publish most of this information on our website but to make it as easy as possible for you to find, we’ve brought it all together in one place.
Governance and decision making
Information about how bpha is governed and how key decisions are made.
- About us
- Our team
- Customer Policies
- Customer engagement
- bpha Standards
- Customer Voice Report
- Annual Report and Financial Statements
- Corporate Strategy and Business Plans
- Customer Service Improvement Panel
Finance and spending
Information about bpha’s finances, including how we spend each pound of income.
- How we spend a pound
- Rent and service charges
- The Affordable Homes Progamme
- Value for money performance
- Procurement
- Annual Report and Financial Statements
Housing stock management
How we manage, maintain and invest in our homes.
- Annual Report and Financial Statements
- Sustainability Report
- Corporate Strategy and Business Plan
Performance
How we meet regulations, and gather and respond to customer feedback.
- Our performance
- Tenant Satisfactions Measures - annual results
- Tenant Satisfaction Measures - quarterly results
- Our news
- Complaints and compliments
- Regulatory judgements
Housing services and tenant liaison
Information about the housing services we provide to customers.
- Contact us
- Guides for customers
- Damp and mould
- Safety at home
- Rent and service charges
- Money Advice
- Find a home
- Domestic abuse support
- Safeguarding
- Tenancy sustainment
- Community Hubs and Drop-ins
- Home adaptations
- bpha Respond
Lists and registers
Information held in registers that are required by law.
- Annual Report and Financial Statements
- Gas safety, fire risk assessments and electrical safety, and the Decent Homes Standard
- Number of units owned and in management
I can’t find the information I’m looking for
Please contact us – to help us identify the information that you need, please give as much detail as you can. We will respond to you within 30 days from you sending your request.
Information requests
The next stage of STAIRS begins on 1 April 2027. From this date you will have the legal right to request information that relates to the management of bpha homes. That could include policies, plans and actions that are carried out, and the information that we retain about these.
Examples of areas you might request information about include:
- Anti-social behaviour
- Management of communal areas and boundary issues
- Complaints handling
- Property conditions
- Occupancy rights
- Service charges for shared owners.
There are clear rules about when we must respond to your request, how it is processed and what happens if we’re unable to provide the information.
We will update this page with more details, including how to make an information request, in the coming months.
