Introducing STAIRs
New requirements are being introduced by the Government to help you access clear and helpful information about how your home and services are managed. This is part of a change called Social Tenant Access to Information Requirements, or STAIRs.
What this means for you
With these changes, you will be able to easily find information about the work that we do in your homes and neighbourhoods. This includes things like how we make decisions, spend money and look after your homes, and how we’re performing in areas such as complaints and customer satisfaction.
What you’ll start to see
We already share some of this information through our reports and website, and welcome these changes as an opportunity to be even more transparent. We’re currently working with our involved customers to understand what information is most useful and how we can make it simple and easy to access.
From 1st October 2026, you’ll be able to visit a new section on our website that brings together key information in one place so it’s easy to find. And from 1st April 2027, you will also be able to get in touch to ask us for information if you cannot find what you need online.
How to get involved
If you’d like to get involved in shaping these changes, please get in touch with our Customer Involvement Team by:
- visiting the My Onward Portal
- emailing customerengagement@onward.co.uk
- calling 0300 555 0600 or messaging 07418 344 603 on WhatsApp between 8am-6pm Monday to Friday and 10am-6pm on Wednesdays