Social Tenant Access to Information Requirement (STAIRs)
The Social Tenant Access to Information Requirement (STAIR) is a new standard that has been introduced by UK Government. It gives people living in social housing more rights to see information about how their home and services are managed. The goal is to make housing providers more open, transparent, and accountable, so customers can better understand decisions and hold landlords to account. This is like the Freedom of Information rules that apply to councils and is now extending to housing associations and other registered providers
- From October 2026, housing providers must publish key information (part 1) about how they manage homes - things like repairs, safety checks, and performance.
- From
April 2027, tenants will be able to ask for specific information (part 2) about their housing, and landlords must respond within 30 days.
Part 1: Publishing key information
Much of the information that we are required to publish under STAIRs is already available on our website and our policies. For ease, we’ve organised the information using the STAIRs classifications below, including links to relevant pages on our website.
Governance
Find out all about Bristol CLT:
How we handle complaints [link]
Including our complaints policy and annual statement and self assessment for the Housing Ombudsman.
Spending
For in depth details of our spending in the Annual Financial Statements or a summary of key customer information within the Annual Report for Tenants.
The Tenants handbook outlines your service charge.
Housing stock
At our only site, Fishponds Rd, we have 12 social homes made up of 5 Affordable Rent / 7 Shared Ownership homes.
6 of the Shared Ownership homes are townhouses and 1 Shared ownership home and the 5 affordable rented homes are duplexes.
Bristol CLT is the owner of the site, manages the Shared Ownership home requirements and the communal areas. Bristol CLT has a service level agreement (SLA) with Brighter Places to manage the 5 rented homes, this includes responsive repairs and compliance.
More information is found in the Tenant Handbook [link]
Performance
TSMs (Tenant Satisfaction Measures)
TSMs are conducted annually, these are a standard set of questions asked of all residents so that over time we can track changes in resident satisfaction and performance. We started these in 2025 and have completed 2026 also. We will soon be publishing the report of the changes over the year.
Annual complaints report [link]
Housing services
You can find information about how we operate and guidance for numerous housing related topics in our Tenants handbook and additional housing policies
Lists and registers
Regulator of Social Housing [link]
Bristol CLT is a registered provider of social housing and is listed on the Government website for the
Mutuals Public Register [link]
Bristol CLT, as a Community Benefit Society(CBS), is registered with the Financial Conduct Authority (FCA) Mutuals register
Housing service management
The Policies page on our website contains our decision-making policies as well as those relating to the management of social housing.
Part 2: Information requests
Under STAIRs you will also be able to request relevant information, which may include details of policies, plans and activities on topics like:
- Anti-social behaviour
- Complaints handling
- Procedures, and performance
- Health and safety
- Rent rates
- Property conditions, repairs and improvements to property
- Service charges
- Stock profile
- Energy efficiency information
- Estate management
We have shared links to useful information above. Can’t find what you’re looking for? You can make a request by contacting us in your usual way.
