Social Tenant Access to Information Requirements (STAIRs)
The Social Tenant Access to Information Requirements (STAIRs) gives clients the right to access clear information about their home, tenancy and landlord services.
It is a Government requirement for social housing providers, such as Transform, to be more open and transparent about how we manage social housing.
This helps clients understand their rights, know what to expect from us, make informed decisions, and feel more confident that their voice is heard.
1 October 2026 - The publication scheme (below).
1 April 2027 - you will have the right to ask Transform for specific information about how our social housing is managed.
We will continue to update the Transform website regularly so you can find the most up to date information.
- How transform is run and how we make decisions
- How we spend money
- The homes we own and manage
- How well we are performing
- The services we provide to you as clients
It also gives you the right to ask us for certain information about how we manage our social housing.
STAIRs will give you greater transparency about Transform. It will help you understand how we work, see how we are performing and hold us to account for the homes and services we provide.
Our Publication Scheme
Transform must publish important information about our homes and services.
We will put this information together in one place (below), so it is easier for you to find.
We will check it regularly to make sure it is correct and up to date. We will also add new information when needed and the information is split into clear sections.
In this section you can find key information about who we are, how we are run and how we make key decisions about the organisation.
About Us
Our History
Our Partnerships
As a registered housing provider, we are subject to oversight and regulation by a number of statutory and regulatory bodies. Information about these organisations and their responsibilities can be found here.
Our People, Committees and Register of Interests
Our Board of Trustees & Executive Team
Our Committees
Register of Interests - Coming Soon
Our Decision Making Process & Board Papers
Decision Making Process - Coming Soon
Board Papers - Coming Soon
Client Engagement
Client Engagement Strategy
Client Involvement
Client Forum Minutes & Agendas - Coming Soon
About Us
Our History
Our Partnerships
As a registered housing provider, we are subject to oversight and regulation by a number of statutory and regulatory bodies. Information about these organisations and their responsibilities can be found here.
Our People, Committees and Register of Interests
Our Board of Trustees & Executive Team
Our Committees
Register of Interests - Coming Soon
Our Decision Making Process & Board Papers
Decision Making Process - Coming Soon
Board Papers - Coming Soon
Client Engagement
Client Engagement Strategy
Client Involvement
Client Forum Minutes & Agendas - Coming Soon
In this section you will find key information about how the income we receive is used to manage, maintain and improve our homes and services, as well as how we procure contractors to support us in maintaining safe and secure accomodation.
Financial Accounts
Rent collection & Rent Rates - Coming Soon
Procurement Procedure - Coming Soon
Housing Management Services - Contracts & Tenders that exceed £500 - Coming Soon
Financial Accounts
Rent collection & Rent Rates - Coming Soon
Procurement Procedure - Coming Soon
Housing Management Services - Contracts & Tenders that exceed £500 - Coming Soon
This section gives key information about how we maintain, repair and invest in our homes.
Corporate Plans & Objectives
Decent Homes Standard | Transform Housing & Support
Planned investment programme - coming soon
Health and safety: keeping you safe
Warm Homes Project
Sustainability Strategy – coming soon
Social investment strategy – coming soon
Stock Profile & Transfers - Coming Soon
Property Conditions & Property Improvements
Repairs and maintenance
Stock/Asset Condition Data
Rent Levels - Coming Soon
Lettings - Coming Soon
Stock Condition Surveys - Coming Soon
Compliance - Coming Soon
Sales - Coming Soon
Corporate Plans & Objectives
Decent Homes Standard | Transform Housing & Support
Planned investment programme - coming soon
Health and safety: keeping you safe
Warm Homes Project
Sustainability Strategy – coming soon
Social investment strategy – coming soon
Stock Profile & Transfers - Coming Soon
Property Conditions & Property Improvements
Repairs and maintenance
Stock/Asset Condition Data
Rent Levels - Coming Soon
Lettings - Coming Soon
Stock Condition Surveys - Coming Soon
Compliance - Coming Soon
Sales - Coming Soon
This section gives key information about how we are performing.
Inspection Outcomes & Ratings - Coming Soon
Performance Reviews & Evaluation Reports
Client Satisfaction Survey results 2025 | Transform Housing & Support
Our impact
Tenant Satisfaction Measures
Complaints Handling Procedures & Performance
Complaints Policy
Compensation Policy
Self-Assessment Against Complaints Handling Code
Client charter
Housing Ombudsman Complaints
About the Housing Ombudsman
Transform Housing & Support (202217201) - Housing Ombudsman
Transform Housing & Support (202223978) - Housing Ombudsman
Information Requests & Data Breach Reporting - Coming Soon
Health & Safety Performance - Coming Soon
Eviction Data - Coming Soon
Compensation Data - Coming Soon
Awaab's Law (Damp & Mould Compliance) - Coming Soon
Decant Data - Coming Soon
Inspection Outcomes & Ratings - Coming Soon
Performance Reviews & Evaluation Reports
Client Satisfaction Survey results 2025 | Transform Housing & Support
Our impact
Tenant Satisfaction Measures
Complaints Handling Procedures & Performance
Complaints Policy
Compensation Policy
Self-Assessment Against Complaints Handling Code
Client charter
Housing Ombudsman Complaints
About the Housing Ombudsman
Transform Housing & Support (202217201) - Housing Ombudsman
Transform Housing & Support (202223978) - Housing Ombudsman
Information Requests & Data Breach Reporting - Coming Soon
Health & Safety Performance - Coming Soon
Eviction Data - Coming Soon
Compensation Data - Coming Soon
Awaab's Law (Damp & Mould Compliance) - Coming Soon
Decant Data - Coming Soon
This section provides key information about our services available and other useful, informative information for clients.
Major Policy Proposals & Decisions
News items
Client Newsletters
Client Forum updates
How to access or services
How to make a referral
Service descriptions, advice and guidance for clients
The services we provide
Who do we support?
Young people
Mental Health
Single homeless people
Housing Related Support
Substance Misuse
History of Offending
Learning Disabilities
Young Mothers and Babies
Unaccompanied Young Asylum Seekers
Older people
Our Services
Elmbridge
Farnham
Guildford
Housing First Services
Reigate
Reigate Sheltered Housing Services (including Crawley)
Runnymede
Spelthorne
Sutton & Epsom
Woking - Pound House
Woking - The Crescent
Wokingham
Support for Clients
Client Handbook
Guidance for Clients
Training modules
Client Blog
Client Involvement
Useful links to other agencies
Domestic Abuse
What to do if you are homeless
Client Stories
Major Policy Proposals & Decisions
News items
Client Newsletters
Client Forum updates
How to access or services
How to make a referral
Service descriptions, advice and guidance for clients
The services we provide
Who do we support?
Young people
Mental Health
Single homeless people
Housing Related Support
Substance Misuse
History of Offending
Learning Disabilities
Young Mothers and Babies
Unaccompanied Young Asylum Seekers
Older people
Our Services
Elmbridge
Farnham
Guildford
Housing First Services
Reigate
Reigate Sheltered Housing Services (including Crawley)
Runnymede
Spelthorne
Sutton & Epsom
Woking - Pound House
Woking - The Crescent
Wokingham
Support for Clients
Client Handbook
Guidance for Clients
Training modules
Client Blog
Client Involvement
Useful links to other agencies
Domestic Abuse
What to do if you are homeless
Client Stories
This section provides key information on the registers we are legally required to keep for the management of our housing services.
Gas safety registers - Coming soon
Fire safety risk assessments (for communal and multi-occupied buildings) - Coming soon
Electrical safety (EICR) records - Coming soon
Asbestos register (for communal areas of residential buildings) - Coming soon
Water hygiene logs / legionella risk assessments (inspection logs and risk assessments for hot/cold water systems - Coming soon
Building safety performance documents and inspection outcomes - Coming soon
Damp and mould case tracking reports (other than at a per property level) - Coming soon
Home accessibility / adaptations register - Coming soon
Gas safety registers - Coming soon
Fire safety risk assessments (for communal and multi-occupied buildings) - Coming soon
Electrical safety (EICR) records - Coming soon
Asbestos register (for communal areas of residential buildings) - Coming soon
Water hygiene logs / legionella risk assessments (inspection logs and risk assessments for hot/cold water systems - Coming soon
Building safety performance documents and inspection outcomes - Coming soon
Damp and mould case tracking reports (other than at a per property level) - Coming soon
Home accessibility / adaptations register - Coming soon
This section contains key policies and information that explain how we deliver our services and provide support to our clients.
Policy Hub
Resources
Policy Hub
Resources
From 1 April 2027, you will have the right to ask Transform for specific information about how our social housing is managed.
For example, you could ask us for information about:
- repairs and maintenance policies;
- safety checks and inspections;
- how we deal with complaints;
- our service standards;
- our performance; or
- tenant satisfaction.
Your request should:
- include your name;
- include an address where we can contact you, or your email address; and
- clearly explain what information you would like.
Please give us as much detail as possible. This will help us understand exactly what information you are looking for and deal with your request as quickly as possible.
We will normally respond to an information request within 30 calendar days.
In some circumstances, we may need more time. If this happens, we will explain why and tell you when you can expect a response.
We will also provide information in a format you can access, where this is reasonably possible.
STAIRs is about being open and transparent. However, it does not mean that every piece of information we hold can be shared.
There are some circumstances where we may not be able to provide information. For example, we may need to withhold information if sharing it would:
- break data protection or privacy laws;
- put someone's safety at risk;
- involve confidential information;
- involve information that is legally protected; or
- cause other harm where the law allows us to withhold the information.
There are also some types of requests that may not be covered by STAIRs. For example, information that is not about the management of social housing.
If we cannot provide information you have asked for, we will explain why.
There are some circumstances where we may not be able to provide information. For example, we may need to withhold information if sharing it would:
- break data protection or privacy laws;
- put someone's safety at risk;
- involve confidential information;
- involve information that is legally protected; or
- cause other harm where the law allows us to withhold the information.
There are also some types of requests that may not be covered by STAIRs. For example, information that is not about the management of social housing.
If we cannot provide information you have asked for, we will explain why.
Please check our STAIRs Publication Scheme first. If you still cannot find the information, or need it in another format, please contact us.
Email: STAIRS@transformhousing.org.uk
We will consider your request and normally respond within 30 calendar days.
We may not be able to provide the information if, for example:
- we have already answered the same request;
- it is reasonable for us to withhold the information;
- we cannot confirm your identity;
- your request is not clear enough for us to understand what information you want;
- the information is not about the management of social housing; or
dealing with the request would take more than 18 hours of our colleagues' time.
We may also refuse a request that is offensive or abusive.
If we cannot provide the information, we will explain the reason for our decision.
We may not be able to provide the information if, for example:
- we have already answered the same request;
- it is reasonable for us to withhold the information;
- we cannot confirm your identity;
- your request is not clear enough for us to understand what information you want;
- the information is not about the management of social housing; or
dealing with the request would take more than 18 hours of our colleagues' time.
We may also refuse a request that is offensive or abusive.
If we cannot provide the information, we will explain the reason for our decision.
If you think we have not published information that should be included in our STAIRs Publication Scheme, or you are unhappy with how we have dealt with your information request, you can ask us to review our decision.
This is called a STAIRs review.
You should tell us:
- what information you think is missing or has not been provided; and
- why you are unhappy with our response.
We will normally complete our review within 30 calendar days.
The STAIRs review process is separate from Transform's normal complaints process.
For more information, please see our STAIRs Review Process in Section 7 of our STAIRs Policy.
This is called a STAIRs review.
You should tell us:
- what information you think is missing or has not been provided; and
- why you are unhappy with our response.
We will normally complete our review within 30 calendar days.
The STAIRs review process is separate from Transform's normal complaints process.
For more information, please see our STAIRs Review Process in Section 7 of our STAIRs Policy.
If you are still unhappy after we have completed our review, you can contact the Housing Ombudsman Service.
The Housing Ombudsman is the independent organisation responsible for dealing with complaints about STAIRs.
You can also contact the Housing Ombudsman if Transform does not respond to your STAIRs review within the expected 30-calendar-day timescale.
The Housing Ombudsman can check whether we followed the Government's STAIRs requirements and our own policy when dealing with your request or review.
You normally need to contact the Housing Ombudsman within three months of the date of Transform's review response.
Housing Ombudsman Service
Telephone: 0300 111 3000
Address:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
The Housing Ombudsman recommends using its online complaint form or contacting it by telephone. It no longer accepts new complaints by email.
Visit the Housing Ombudsman Service
The Housing Ombudsman is the independent organisation responsible for dealing with complaints about STAIRs.
You can also contact the Housing Ombudsman if Transform does not respond to your STAIRs review within the expected 30-calendar-day timescale.
The Housing Ombudsman can check whether we followed the Government's STAIRs requirements and our own policy when dealing with your request or review.
You normally need to contact the Housing Ombudsman within three months of the date of Transform's review response.
Housing Ombudsman Service
Telephone: 0300 111 3000
Address:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
The Housing Ombudsman recommends using its online complaint form or contacting it by telephone. It no longer accepts new complaints by email.
Visit the Housing Ombudsman Service
STAIRs is mainly about information concerning how Transform manages its social housing.
If you are asking for information about your own personal information, this will usually be dealt with under data protection laws instead of STAIRs.
For example, you may want to ask what personal information Transform holds about you. This type of request is usually called a Subject Access Request (SAR).
STAIRs does not override data protection or privacy laws. We will continue to protect your personal information and other people's personal information.
If you are asking for information about your own personal information, this will usually be dealt with under data protection laws instead of STAIRs.
For example, you may want to ask what personal information Transform holds about you. This type of request is usually called a Subject Access Request (SAR).
STAIRs does not override data protection or privacy laws. We will continue to protect your personal information and other people's personal information.
STAIRs Summary:
STAIRs gives you greater access to information about how Transform manages your home and services.
It means:
- 🔎 Easier access to information about Transform, your home and our services.
- 👀 More openness about how we work and how decisions are made.
- 💷 More information about how money is spent.
- 📊 More information about our performance, including repairs, complaints and tenant satisfaction.
- 🗣️ A right to ask for information about how we manage our social housing.
- ⏱️ Clear timescales for responding to information requests and reviews.
- 🤝 Support if you need help making a request or accessing information.
- ⚖️ A right to ask for a review if you think information is missing or you are unhappy with our response.
- 🏠 Access to the Housing Ombudsman if you remain unhappy after our review.
STAIRs is intended to help clients understand how their landlord works and to support openness, transparency and accountability.
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)
Social Tenant Access to Information Requirements (STAIRs)