We want to make sure information about North Star, how we manage homes and the services we provide is easy to find and understand.
The Regulator of Social Housing (RSH) has introduced the Social Tenants Access to Information Requirements (STAIRs) scheme.
Unlike local councils, housing associations do not have to respond to Freedom of Information requests. STAIRs will give you better access to information about North Star and help make sure we are open and transparent about what we do.
STAIRs will be introduced in two stages:
Phase One: From 1 October 2026
Social landlords must publish information about how they are run and the services they provide.
Much of the information we need to publish under STAIRs is already on our website. We have brought links to this information together on this page to make it easier to find.
Phase Two: From 1 April 2027
Customers will be able to ask for specific information about themselves and their home.
We will respond to these requests within 30 calendar days.
We are currently preparing for phase two with the help of The Tenants’ Voice (TTV). We will share more information before phase two starts in April 2027.
Below we have linked where you can find the information we must publish under STAIRs:
Governance
Our Board and Executive Team
The Tenants' Voice (TTV)
Equality, Diversity and Inclusion (EDI)
Customer Voice
Finance
How we spend income
Value For Money (VFM)
How we use service charges
Social value
Managing Homes and Neighbourhoods
Asset Management Strategy
Developing new homes
Performance
Tenant Satisfaction Measures (TSMs)
Regulator of Social Housing
Our performance reports
News and media releases
Housing Services
Our policies and documents
Health and safety
Tenants' Handbook
Manage my home
Further information
We want to hear from you if:
- You need help to access or understand the information on this page
- You need information that is not listed here
- You’re not happy with the information we have provided
If you’re unhappy with the information we provide, you can ask us to review our response.
You can email us via dpo@northstarhg.co.uk or contact us in any other way that suits you. Find out the ways you can do that here.
We will give you our response within 30 calendar days. In some cases, we may need more time and will let you know if this happens.
If you’re still unhappy after our review, you can speak to the Housing Ombudsman.
Information requests
From April 2027, you will have a legal right to ask us for information about how we manage your home and the services we provide. This new right will give you better access to information about North Star and the services you receive.
We are currently developing our process for responding to STAIRs requests. We will share more information about how to make a request before April 2027.
Questions & Answers
What is STAIRS?
STAIRS stands for Social Tenant Access to Information Requirements. It's a new right that lets you find out more about how North Star manages your home and your neighbourhood.
Who created STAIRs?
It's a government requirement, introduced by the Regulator of Social Housing. All Private Registered housing associations in England must follow it.
What rights does it give me?
From October 2026, North Star must publish certain information about how we run our services, without you needing to ask. This information is published on our website. From April 2027, you'll be able to ask us directly for information we hold about your home.
What kind of information will you publish?
Things like how we're governed, how we spend money, how we manage our properties, how we perform against our targets, our services, and various lists and registers. We won't publicly share any personal information or details that could identify you or your home address.
Who can make a request?
Any current North Star tenant, or someone you've chosen to act on your behalf.
Is it different to the Freedom of Information Act (FOIA)?
Yes. FOIA applies to public bodies like councils. STAIRS is a new, separate right created specifically for social housing tenants of private registered housing associations.
Is it the same as asking for my own personal data?
No. If you want a copy of your own personal information, that's called a Subject Access Request, and it works differently. STAIRS is about information on how we manage our homes and services generally, not your personal file. If you're not sure which one you need, just ask us and we'll point you the right way.
How long will it take to get a response to a request for STAIRs information?
Up to 30 days from when we receive your request. We will only extend this in exceptional circumstances. If this happens, we'll tell you why.
What if you don't hold the information I've asked for?
We'll let you know, so you're not left waiting.
What if I don't agree with your response?
If you're unhappy with what we've published, or with a response to a direct request, you can ask us for a review.
What happens in a review?
Someone who wasn't involved in your original request or response will look at it again with fresh eyes. They'll check whether the right decision was made, and either confirm it or put things right. We'll get back to you within 30 days.
Is a STAIRS review the same as a complaint?
No. A review only looks at information, what we've published, or how we handled a request. If you're unhappy about something else, like a repair or a service, that goes through our normal complaints process instead.
What if I'm still not happy after the review?
You can contact the Housing Ombudsman Service.