STAIRS

Your Right to Information

STAIRS (Social Tenant Access to Information Requirements) helps tenants access information about how their homes and housing services are managed. Explore our published information or find out how to make a request.

Social Tenant Access to Information Requirements (STAIRS)
Helping You Access Information About Your Home and Services

At Waltham Forest Housing Association (WFHA), we believe that tenants should have access to clear and accurate information about their home, their landlord, and the services we provide.

The Social Tenant Access to Information Requirements (STAIRS) is a new government initiative designed to increase transparency and help tenants access information about how their social housing is managed. STAIRS gives tenants greater visibility of the decisions, services and performance that affect their homes and communities.

What Does STAIRS Mean for You?

STAIRS gives social housing tenants the right to access information about how their landlord manages homes and services.

From 1 October 2026, housing associations will be required to publish key information to help tenants better understand how their landlord operates. From 1 April 2027, tenants will also be able to make written requests for certain recorded information relating to the management of their social housing.

Information We Will Publish

Through our STAIRS Publication Scheme, tenants will be able to access a range of information about WFHA, including:

Governance and Decision-Making (Including WFHA Policies and Strategies)

Information about our Board, governance arrangements and how key decisions are made.

  • You can find out how we prioritise Complaints by visiting our Complaints and Compliments page including our handling process –https://wfha.org.uk/tenants/complaints/
  • Want to get involved and have your say? Information about how we work and listen to our tenants, and how this has been used to shape our services and influence decisions we make can be found on our Get Involved Page – coming soon
  • https://wfha.org.uk/about-us/the-scrutiny-group/

Performance

Details of how we are performing as your landlord, including tenant satisfaction measures and service performance information relating to our targets and to keep homes safe and well-maintained.

Housing Services

You can find about the services we provide, our service standards and how to access support, this information is available in our Tenant Handbook here: https://wfha.org.uk/wp-content/uploads/2026/08/Tenants-Handbook-2026.pdf

Housing Stock Management

Information about how we manage, maintain and invest in our homes.

  • Our Business Plan outlines our aims and objectives for 2024-27: https://wfha.org.uk/wp-content/uploads/2024/05/Business-Plan-2024-to-2027.pdf
  • Find out more about the energy efficiency of our homes and our progress towards Net Zero here: coming soon
  • Learn more about the improvements we have made to homes in the past 12 months, our stock condition survey programme and how we’re meeting the Decent Homes Standard  –   coming soon

Lists and Registers

Financial Information

Information about how we use our resources and invest in services for our tenants.

  • Every year, we publish our Financial accounts which can be found here:  https://wfha.org.uk/wp-content/uploads/2026/10/WFHA-Financial-Statements-31-March-2026.pdf
  • Our Financial accounts detail our annual spending and include information on how we spend revenue gained from your rent and service charge, as well how we spend grants
  • As a WFHA tenant you can also view a copy of your rent and service charge statement via the HomeMaster online portal – coming soon
  • Information for partners and suppliers – coming soon

Policies and Procedures

Key policies and procedures relating to the management of our homes and services can be found on our About Us Page: https://wfha.org.uk/publications/

Making a Request for Information

From 1 April 2027, tenants and authorised representatives will be able to submit a written request for recorded information relating to the management of WFHA’s social housing.

To help us process your request as quickly as possible, please provide as much detail as you can about the information you are looking for.

We will normally respond within 30 calendar days. If we need more time, we will let you know, explain why, and provide a revised response date.

What Information Can Be Requested?

STAIRS applies to recorded information that WFHA already holds about the management of social housing services.

Examples may include information about:

  • Housing services
  • Repairs and maintenance programmes
  • Performance information
  • Policies and procedures
  • Tenant engagement activities
  • Decision making processes

STAIRS does not require WFHA to create new information or documents that do not already exist

Information We May Not Be Able to Share

While we are committed to being open and transparent, there may be occasions where information cannot be released.

This may be necessary to protect:

  • Personal data and privacy
  • Safeguarding concerns
  • Information security
  • Legal privilege
  • Commercially sensitive information
  • Confidential information provided by third parties
  • Ongoing investigations

 

Where possible, we will provide the information requested with any sensitive details removed.

Need Help?

We recognise that some tenants may need support when accessing information or making a request.

If you need assistance because of a disability, language needs, literacy difficulties or any other accessibility requirement, please contact us and we will do our best to help.

Contact Us

If you would like further information about STAIRS, please contact:
Waltham Forest Housing Association
Libro Court Office
2A Larkswood Road
Chingford
London
E4 9DY

Telephone: 020 8524 6987
Email: [email protected]

We are committed to being open, transparent and accountable to our tenants.