Tenant Information Hub (STAIRs)

Access to information about your home and services

We are committed to being open and transparent about how we manage homes, services and tenant-related decisions.

The Social Tenant Access to Information Requirements, known as STAIRS, give social housing tenants greater access to information about how their landlord manages social housing.

This page brings together key documents and information that tenants may find useful. Before making a formal STAIRS request, please check the documents below, as the information you need may already be available.

What is STAIRS?

STAIRS stands for Social Tenant Access to Information Requirements.

STAIRS is being introduced in stages:

from 1 October 2026, housing associations must publish key information about how they manage homes and services;
from 1 April 2027, tenants will be able to make formal STAIRS requests for certain information that is not already published.

STAIRS is intended to support transparency, accountability and tenant understanding. It is not intended to replace our normal day-to-day services, such as reporting repairs, making complaints, asking tenancy questions or raising safeguarding concerns.

Please use the right route for your enquiry

What you need	Best route
To report a repair	Helpdesk reporting process
To make a complaint	Complaints process
To ask about your rent, service charge or tenancy	Housing management enquiry
To ask for personal information we hold about you	Data protection / subject access request
To ask for information about how we manage social housing that is not already published	STAIRS request

If we receive a request through the wrong route, we will try to redirect it appropriately.

Our STAIRS publication scheme

We publish key information here so that tenants can access it without needing to make a formal request. Please click the links below to view or download the documents.

Policies and tenant information

STAIRS Policy and Procedure – PDF
Complaints Policy – PDF
Repairs and Maintenance Policy – PDF
Equality, Diversity and Inclusion Policy – PDF
Safeguarding Policy – PDF
Health and Safety Policy – PDF
Data Protection and Privacy Notice – PDF
Reasonable Adjustments Policy – PDF
Tenant Engagement Policy – PDF

Performance and service information

Annual Report to Tenants – Link
Tenant Satisfaction Measures – Link
Complaints Performance Report – PDF
Repairs Performance Information – PDF
Health and Safety Performance Information – PDF
Service Standards – PDF
Tenant Engagement Information – PDF

Governance and accountability

About Us – Link
Our strategy and vision includes our Strategic Plan, which outlines our aims and objectives from 2025 to 2030 – PDF
Board and Governance Information – Link
Senior Staff Names and Roles – Link
Regulatory Compliance Statement – PDF
Value for Money Statement – PDF
Annual Accounts – PDF

Sheltered housing and scheme information

Housing Service Information – PDF
Scheme Services and Facilities Information – PDF
Service Charge Information – PDF
Fire Safety Information for Tenants – PDF
Emergency and Out-of-Hours Information – PDF

What information can tenants request under STAIRS?

From 1 April 2027, tenants can make a formal STAIRS request for information we hold about the management of social housing, where that information is not already published. This may include information about:

landlord performance;
repairs and maintenance services;
complaints handling and learning;
tenant engagement;
health and safety responsibilities;
sheltered housing services;
service standards;
how we make housing management decisions.

A STAIRS request should be specific enough for us to understand what information you are asking for.

Information we may not be able to provide

We aim to be open, but we may not be able to share all information. For example, we may need to withhold information if it:

includes another person’s personal data;
would breach data protection law;
is confidential;
is legally privileged;
relates to an ongoing investigation;
could create a safeguarding, security or safety risk;
is commercially sensitive;
belongs to another organisation and cannot lawfully be shared;
is not held by us.

Where possible, we may provide part of the information or remove sensitive details before sharing it.
If we cannot provide information, we will explain why.

How to make a STAIRS request

Before making a request, please check the documents on this page first. The information you need may already be available. If you still need information, you can make a STAIRS request by contacting us.

Please include:

your name;
your address;
your preferred contact details;
a clear description of the information you are asking for;
whether you need the information in a particular format.

You can make a STAIRS request in the following ways:

Telephone: Call our STAIRS Co-Ordinator on 07842 411 743.
Send your request to the STAIRS Co-Ordinator by email or post:
STAIRS@eldonhousing.co.uk or The Office, 21 Bardsley Court, 174-176 Selhurst Road, South Norwood, London SE25 6LX
In Person: Verbally inform any member of staff.

If you are unable to make your request in writing, please contact us and we can help you record your request.

What happens after you make a request?

We will:

record your request;
acknowledge it;
check whether the information is already published;
clarify the request with you if needed;
gather and review the information;
remove any information that cannot lawfully be shared;
respond to you.

We will aim to acknowledge STAIRS requests within 5 working days.

From 1 April 2027, formal STAIRS requests must be responded to within the required regulatory timescale (30 working days). If your request is complex or we need more time, we will let you know.

Accessible information and reasonable adjustments

We want information to be accessible. Please tell us if you need information in a different format, such as large print, audio, easy read, another language, or support from a family member, carer or representative.

We may need your permission before discussing personal information with someone acting on your behalf.

If you are unhappy with our response

If you are unhappy with how we handled your STAIRS request, you can ask us to review our response.

You can also use our complaints process.

Complaints Policy – PDF

You can make a complaint in the following ways:

Telephone: Call our Complaints Co-Ordinator on 07842 411 743.
Send your request to the Complaints Co-Ordinator by email or post:
complaints@eldonhousing.co.uk or The Office, 21 Bardsley Court, 174-176 Selhurst Road, South Norwood, London SE25 6LX
Complaint Form: Fill out and submit a complaints form.
In Person: Verbally inform any member of staff.

If you remain unhappy after our complaints process, you may be able to contact the Housing Ombudsman.

Keeping this page up to date

We will review this page and the documents in our STAIRS publication scheme at least once a year.

We may update the page sooner if regulations change, new guidance is issued, or tenants tell us the information is unclear or difficult to access.