Social Tenant Access to Information Requirements (STAIRs)

One Manchester will make information available on its website from 1 October 2026 in accordance with the requirements of the STAIRS Publication Scheme.

The publication scheme will include information such as governance arrangements, decision-making processes, spending, housing stock management, performance information, housing services, relevant lists and registers, and policies or strategies relating to social housing management.

No. One Manchester will not require applicants or their representatives to explain why they want the information or how they intend to use it.

Where information is withheld or a request is refused, tenants will be informed of their right to seek an internal review and their right to raise a complaint with One Manchester. If they remain dissatisfied, they may be able to escalate the matter to the Housing Ombudsman Service.

No. STAIRS is about access to information relating to social housing management. A request for personal information about an individual or their tenancy will usually be handled as a data protection request under One Manchester’s Data Protection Policy and Tenants can contact submit their SAR to access their personal information to dpo@onemanchester.co.uk.

Information may be outside the scope of the scheme where it does not relate to social housing management, such as internal business operations, colleague HR policies, non-social housing activities, commercial ventures, information already publicly available elsewhere, legally privileged information, confidential information, or personal data relating to other people.

Yes. One Manchester is committed to supporting tenants with varying needs and will take reasonable steps to provide information in accessible formats, including printed copies where requested.

From 1 April 2027, current One Manchester tenants, applicants, or their designated representatives can make written requests for information under STAIRS.

No. A request does not need to use the word “STAIRS”. If the request is in writing and can reasonably be identified as a request for information, One Manchester will consider whether it should be handled under the STAIRS process.

Information available under STAIRS will be provided free of charge. If a tenant needs information in a different format, One Manchester will try to support this wherever possible.

Yes. A tenant may appoint a representative to make a request on their behalf, provided this is clearly communicated to One Manchester. One Manchester may ask for evidence of identity or authority where this is necessary.

One Manchester will acknowledge information requests within 3-5 working days of receiving the written request.

One Manchester will aim to respond within 30 calendar days of receiving a valid written request. Where clarification or identity verification is required, the 30-day period will usually run from the point at which the required clarification or verification is received.

In some circumstances, additional time may be needed, for example where information is held by a third-party supplier or contractor, or where the request is complex. One Manchester will inform the applicant at the earliest opportunity and provide an estimated response date where an extension is required.

Yes. Where a request is unclear, One Manchester will make reasonable efforts to help the applicant clarify what information is being requested.

Yes. A request may be refused where there is a valid reason to do so, such as where the requester’s identity cannot be confirmed, the request remains unclear after reasonable efforts to clarify it, the information is already available, the request relates to personal information that should be handled under data protection law, the request is excessive, or disclosure would not be reasonable due to legal, confidentiality, commercial, safety, or data protection considerations.

Yes. Where a request is refused, One Manchester will explain the reason for refusal and provide a clear rationale for the decision.

Information may be withheld or redacted where disclosure would involve personal data, commercially sensitive information, confidential information, legal advice or legally privileged material, information that could create a risk to health or safety, information subject to investigations or proceedings, or information that could cause harm to an individual or group.

Where appropriate and reasonable, One Manchester will consider whether information can be disclosed with redactions rather than refusing the request in full.