STAIRs

What is STAIRs?

The Social Tenants Access to Information Requirement scheme (STAIRs) is a national initiative from the Regulator of Social Housing, designed to give tenants greater access to information about their landlord and how it operates.

STAIRs supports transparency and accountability by making it easier for tenants to request information from social landlords and understand how decisions are made, services are delivered and homes are managed.

STAIRs will come into law is October 2026 for the first stage and April 2027 for the second stage. We will continue to update our website with latest information as it becomes available.

White Horse STAIRs policy:

Our policies outline what information we are required to make available, what information is not covered by the scheme, how we process requests and the timescale we are required abide by in answering requests.

STAIRs Publication scheme

STAIRs Individual requests

Where our information is located

All of our available information has been grouped under the following seven headings. If there is information you are unable to locate please use the request form below.

Governance and decision making

You can find information about us, how we are governed, how customers help shape our services, and how we keep customers updated on decisions that may affect their home, neighbourhood, services or tenancy. Where a decision affects specific customers or communities, we will normally contact them directly. Wider updates will be published on our news page.

More on: Governance and Decision Making

Spending

Information about our financial performance and how we use our resources. This includes information about our income, spending, grants, service charge income and how we procure goods and services.

More on: Social Housing Spending

Housing stock management

Information about how we look after, maintain and invest in the homes we own and manage,  including our strategic objectives, how we report on our performance, how we assess the condition of our homes, and how we respond to legal requirements such as Awaab’s Law. We also provide information about the homes we offer across the region and practical guidance for residents about their home.

More on: Housing Stock Management

Performance reviews

Information about how we are performing in a range of ways, including updates on our website, annual reports, customer information pages, performance summaries and service updates. This helps tenants see how we are doing, what we are improving, and how we are responding to feedback.

More on: Performance Reviews

Housing services and resident liaison

Information about our services and how we can help and support you in your home.

More on: Housing Services and Resident Liaison

Local information about your scheme

Information about publicly available lists and registers that include details of our organisation, properties and services.

More on: Local Information About Wiltshire Housing Schemes

Social housing management

Information on how we manage homes and services for tenants, including lettings, repairs, anti-social behaviour and rents and services charges.

More on: Social Housing Management

Requests

Requests will be acknowledged promptly within three days and responded to within 30 calendar days. See STAIRs Individual requests above for more details.