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Information sharing and requests

A new standard called the Social Tenant Access to Information Requirements (STAIRS) will start to come into effect later this year. As a registered provider of social housing we must follow these requirements. It sets out what information we have to share with the public and with our tenants about our services and performance.

We are already making changes to make sure the right information is available on our website. We will share more details when we can.

Can I make a Freedom of Information (FOI) request to Two Rivers Housing?

The Freedom of Information Act 2000 applies to public authorities. Two Rivers Housing is a Private Registered Provider not a public authority. This means the FOI act does not apply to us. However, the introduction of STAIRS will put new requirements on private social housing providers to make some types of information available to the public and our tenants.

What is STAIRS?

STAIRS is being introduced to make it easier for social housing tenants to find and request information about their landlord. This includes information on how services are delivered, how decisions are made, and how performance is monitored. We will need to publish key documents on our website, respond reasonably to information requests, and provide information in clear, accessible formats wherever possible.

STAIRS will be introduced in two stages. Stage 1 covers the information we publish and stage 2 covers how we deal with information requests.

Stage 1 – Publication scheme

From 1 October 2026, Two Rivers Housing must publish information about:

  • Governance and decision-making
  • Spending
  • Housing stock management
  • Performance
  • Housing Services
  • Lists and registers
  • Social housing management

We are committed to openness, transparency, and accountability in everything we do for our customers. A wide range of information is already available in our online Publications and News Library, including policies, performance information, and customer-facing reports.

Stage 2 – Information requests

From 1 April 2027, current tenants (or someone acting for them) will also be able to request information on:

  • Rent collection
  • Rent rates
  • Service charges for shared owners
  • Occupancy rights
  • Estate management, management of communal areas and boundary issues
  • Property conditions, repairs, and improvements to property
  • Anti-Social Behaviour
  • Staffing and training
  • Complaints handling, procedures and performance
  • Compensation and redress
  • Communication and customer service

We will provide details on how how you can make an information request from us as soon as we can.

How can I see what information you hold about me?

STAIRS does not cover personal data. If you want to request information about yourself, you can do this though a Subject Access Request (SAR).

For more information the Social Tenant Access to Information Requirements (STAIRS) visit Gov.uk