From 1 October 2026, all housing providers – including Trent & Dove – will begin sharing clearer, more accessible information about how homes, tenancies and services are managed.

These new requirements are known as Social Tenants’ Access to Information (STAIRs). They are designed to give you easier access to information about your home and services, helping you better understand what we do and how decisions are made.

At Trent & Dove, much of this information is already available on our website. We’re building on this to make it even easier for customers to find, understand and use.

What this means for you

STAIRs is about making it simpler for you to:

  • find information about how we manage homes and services
  • understand how decisions are made
  • see how we’re performing as your landlord
  • hold us to account.

What you’ll be able to access

The STAIRs requirements cover a wide range of information about how we operate, including:

We’ll continue to signpost to this information so it’s easy to find and clearly presented.

When changes will happen

STAIRs will be introduced in two stages:

  • From 1 October 2026 – we will publish more information so you can access it without needing to ask
  • From 1 April 2027 – you will be able to make formal requests for specific information.

At the moment, this page provides an overview of what’s coming. We’ll share full guidance on how to request information closer to April 2027.

Your right to request information (from April 2027)

From 1 April 2027, you’ll be able to request information from us about how your home and services are managed.

For now, key points to be aware of include:

  • requests will need to be made in writing (for example by email or online form)
  • you won’t need to use specific wording or mention “STAIRs”
  • we’ll support you if you need help making a request.

We’ll publish clear step-by-step guidance on how to do this before the new process goes live.

What will happen when you make a request

Once requests are introduced (from April 2027), you can expect:

  • confirmation that we’ve received your request
  • support if we need to clarify what information you’re looking for
  • a response within 30 calendar days.

In some cases, we may need a little more time, but we’ll always explain why and keep you informed.

What we may not be able to share

We aim to be as open and transparent as possible. However, there may be some situations where we can’t share information, for example:

  • if it includes personal information about other people
  • if sharing it could affect someone’s safety or wellbeing
  • if it is confidential or commercially sensitive.

If we can’t provide information, we will explain why.

If you’re not happy with our response

Once the process is live (from April 2027), you will be able to:

  • request a review if you’re unhappy with how we handled your request
  • receive a response to your review within a set timeframe
  • contact the Housing Ombudsman if you remain dissatisfied.

We’ll provide full details of this process nearer the time.

Support and accessibility

We are committed to making information clear and accessible for everyone.

You will be able to:

  • request information in different formats (for example large print or audio)
  • ask for translations where needed
  • get support if you need help understanding information or making a request.

Information will usually be provided free of charge.

What happens next

We’ll continue updating this page ahead of October 2026, including:

  • what information is available and where to find it
  • how to access it easily on our website
  • detailed guidance on how to request information ahead of April 2027.

Find out more

For more information about the national STAIRs scheme, click here to visit the Social Housing Regulator’s website.