Social Tenant Access to Information Requirements (STAIRs)

We are committed to being open and transparent about how we manage homes, deliver services, and make decisions. The Social Tenant Access to Information Requirements (STAIRs) provides eligible social housing tenants with new rights to access information about how their homes and housing services are managed.

What is STAIRs?

STAIRs is a set of rules for social landlords. It is about openness and transparency. It helps residents get information about their homes, services, performance and how decisions are made.

• From 1 October 2026, we must publish key information about our organisation and housing services.
• From 1 April 2027, eligible tenants can ask us for information about the management of their social housing.
• We will usually respond within 30 calendar days.

Who can use STAIRs?

You can use STAIRs if you are a current tenant of The Stoll Foundation.

Information we will publish

We will publish key documents and information on our website so residents can find them easily. We will review this information regularly and update it when needed, including adding new information. If you are unable to access the website or download documents you can ask your housing officer for a copy.

Documents and information we publish

How We Are Run

Board information, senior staff roles, governance structure and decision-making arrangements.

• Find out more about our executive team, trustees, president and patron
• Learn about corporate governance

Homes and Safety

Building safety, planned works, repairs responsibilities and investment in homes.

• Read our tenant handbook

Money and Value

Annual reports, accounts, value for money information and rent or service charge information.

• View our annual accounts

Performance

Tenant Satisfaction Measures, complaints performance, repairs performance and service updates.

• Read the results of our 2024 Tenant Survey
• Read our 2025 Annual Review

Policies

Key resident policies including complaints, repairs, anti-social behaviour, safeguarding and equality

Explore some of our key policies:

• Allocations
• Customer complaints
• Equality and diversity
• Fair processing
• Safeguarding – adults
• Safeguarding – children
• Damp and mould
• Parking
• Pets
• Repairs and maintenance

Resident Involvement 

Consultation results, resident feedback and how resident views have influenced services.

How to ask for information

If the information is not already published, you can make a STAIRs request from 1 April 2027. Tell us what you are looking for and give enough detail to help us find it.

Email: stairs@stoll.org.uk

Post: The Stoll Foundation, Valour House, Sands End Lane, SW6 2WY

Phone support: 020 7385 2110

What happens after you make a request?

• We will confirm we have received your request.
• We may ask you for more detail if your request is unclear.
• We will check whether we hold the information.
• We will usually respond within 30 calendar days.
• If we cannot share something, we will explain why where we can.
• If you are unhappy with our response

If you are unhappy with the information we have published, our handling of your request, or the response we provide, you can ask us to review our decision. We will explain how to request a review when we reply to you.

If you remain unhappy after our review, or if we do not respond, you may be able to complain to the Housing Ombudsman, which is the complaint body for STAIRs.

Accessibility and support

We can provide information in alternative formats or help you make a request if you need support. Please contact us if you need large print, translation, interpretation, audio format, or help because of a disability or communication need.

Resident FAQ

Can I ask for any information?

You can ask for information about the management of your social housing. This may include information about services, decisions, performance, spending or your home.

Will you always share the information?

We will share information where we can. Sometimes we may need to hold back or cover some information, for example if it includes someone else’s personal information, legal information, safety concerns or commercially sensitive details.

How long will it take?

We will usually respond within 30 calendar days.

What if I am unhappy with the response?

You can ask us to review our decision. If you are still unhappy after the review, or if we do not respond, you may be able to complain to the Housing Ombudsman.

Can I get help to make a request?

Yes. Please contact us if you need help, large print, translation, interpretation, audio format or another accessible format.