From 1 October 2026, Registered Providers will be required to operate a publication.

From 1 April 2027, tenants will gain a statutory right to request information relating to how their homes are managed.

Whenever a housing organisation introduces something new, it's perfectly reasonable for residents to ask one simple question:

"What's in it for me?"

That question is exactly why the introduction of Social Tenant Access to Information Requirements (STAIRs) matters.

The decision to implement STAIRs in two phases may seem slower than simply switching everything on overnight, but from a resident perspective that is one of its strengths. Too often organisations rush change programmes, discover problems after launch, and residents end up dealing with the consequences. A phased approach allows lessons to be learned, problems to be fixed, and improvements to be made before everyone is affected.

For residents, the real benefit is that STAIRs is designed to create greater consistency, clearer processes, and better visibility of what is happening behind the scenes. Whether contacting us for a repair, raising a concern, seeking support, or simply wanting information, residents rightly expect services to be reliable and easy to navigate.

The current challenge facing many housing providers is that services can sometimes feel fragmented. Residents may have to repeat information, chase updates, or work their way through different systems. While staff work hard to help, the experience may not always feel seamless.

STAIRs aims to improve that.

Done properly, it should mean better information, better coordination between teams, and a stronger ability to track progress from start to finish. That may not sound exciting on paper, but for residents it can mean fewer frustrations and greater confidence that issues are being managed properly.

The two-phase implementation is important because it puts getting it right ahead of getting it done quickly. By introducing STAIRs in stages, feedback can be gathered from both residents and colleagues, helping ensure the final system genuinely works for the people using it.

Residents should also welcome the fact that the changes are being made with the future in mind. Expectations are changing. People want services that are responsive, transparent, and accountable. Modern systems support those ambitions and help organisations spend less time wrestling with administration and more time focusing on residents.

Of course, no new system is a magic wand. Success will not be measured by whether STAIRs is installed. Success will be measured by whether residents notice improvements in their day-to-day experience.

• Can they get information more easily?
• Are services better coordinated?
• Do they receive clearer communication?
• Are issues resolved more effectively?

Those are the questions that matter.

The introduction of STAIRs is therefore not simply a technology project. It is an opportunity to improve how services are delivered and how residents experience those services. The phased approach demonstrates a commitment to doing the job properly, listening to feedback, and adjusting along the way.

Ultimately, residents should be positive about STAIRs because its purpose is straightforward: to help create better resident experiences, better services, and better outcomes.

And that is something every resident can support.