Social Tenants Access to Information Requirement scheme (STAIRs)

STAIRs means Social Tenant Access to Information Requirements.

This gives you the right to ask for information about how your housing is managed and how decisions are made.

You can ask about:

• How YMCA manages accommodation
• Repairs and maintenance
• Policies and procedures
• How services are funded and delivered
• Performance and standards
• Support services available to residents

You cannot receive information that is confidential, personal to someone else, or protected by law.

Step 1

Speak to a YMCA staff member or submit a request in writing.

Step 2

Tell us:

• What information you would like.
• Why you need it (optional).

Step 3

YMCA will review your request and provide a response. We will normally respond within 30 calendar days. If we cannot provide the information, we will explain why.

You have the right:

• To ask for information
• To receive information in a way you can understand
• To ask questions about services
• To challenge decisions through the complaints process
• To be treated fairly and with respect

If you need support to make a request:

• Speak to your Housing Coach.
• Ask a member of staff for help.
• Request information in an alternative format, such as large print or Easy Read.