The G15 Residents’ Group has responded to the Housing Ombudsman Service consultation on proposed changes to how complaints under Social Tenant Access to Information Requirements (STAIRs) will be handled.
The Group supports greater Ombudsman oversight to strengthen transparency and accountability, but raises concerns about capacity, delays and consistency across the sector. It calls for a well-resourced and phased approach, clear guidance, and safeguards to ensure fair access to information for all residents.
Residents also highlight the need for standardised publication requirements, limits on charging for information, and stronger consideration of mixed-tenure buildings and vulnerable groups to ensure the system works effectively in practice.