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Welcome to the September newsletter
Catch up on all the latest news from the Housing Ombudsman Service.
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Preparing for Social Tenant Access to Information Requirements (STAIRs)
From 1 October 2026, STAIRs gives social housing tenants the right to request information from their private registered provider (PRP) about its housing management and services.
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Updated Housing Ombudsman Scheme
As the official complaints body for STAIRs, we've updated our Scheme to include information about STAIRs. This will replace the current Scheme from 1 October 2026.
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NEW: Mergers and restructures key topics page
Access practical information to help you manage systems, communicate clearly with residents, and maintain effective complaint handling through mergers or restructures.
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Key topics pages
Explore a range of information available on the key topics from our casework. Find out about the issues we investigate including guidance, reports, and training for landlords.
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Resident support guides
Find out how to report issues to your landlord, when to make a complaint, and when we can help. You can also discover general information about complaint topics.
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 Podcasts
Complaint handling and communication in practice
This case highlights the importance of detailed record keeping, clear communication, timely complaint responses, and effective knowledge and information management.
Learning from mergers: What happens after the ink dries
In this episode, Dr Michael O'Flaherty joins us to explore the lessons that can be learned from housing association mergers.
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About the Housing Ombudsman Service
We are a free and impartial dispute resolution service. We investigate complaints from residents and leaseholders of member landlords (housing associations and local authorities) and voluntary members (private landlords and letting agents).
Our vision is to improve residents’ lives and landlords’ services through housing complaints.
Residents | Landlords | Contact us
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