Asking us for information

We’re committed to being open and transparent about how we manage our homes and services.

You can ask for information in two ways:

  • Social Tenants Access to Information Request (STAIRs) – for general information about how Brighter Places operates
  • Subject Access Request (SAR) – for personal information we hold about you.

To find out how Brighter Places manages customers homes and services, visit our STAIRs Publication Scheme page where you will find a library of information.  If you can’t find what you need  you can make a STAIRs request from 1 April 2027 and we’ll consider it in line with the scheme and legal requirements.

To find out what information we hold about you personally, please contact us to request a SAR. You will need to include details of specific information you are looking for and include  applicable date ranges.  Please note that a SAR will not include information relating to any other individual, generalised information about property surveys or service delivery.

 

STAIRs and SARs

The information you can ask for using STAIRs or SARs

  • STAIRs

    STAIRs (Social Tenant Access to Information Requirements) gives customers the right to access information about how social housing services are managed.

    This could include things like:

    • how decisions are made
    • performance information
    • policies and procedures
    • information about repairs and maintenance services
    • financial and spending information
    • customer engagement arrangements

    STAIRs helps customers understand how we operate as your landlord and holds us accountable for the services we provide.  Lots of information is readily available for you to view and can be found on our STAIRs Publication Scheme page.

    Please note that some information cannot be published because of legal, privacy, confidentiality or security reasons.

  • Subject Access Requests (SAR)

    A Subject Access Request (SAR) allows you to ask for personal information that Brighter Places holds about you, for example:

    • your tenancy information
    • correspondence about you
    • records of contact you’ve had with us
    • information we use to manage your tenancy

    A SAR is about your personal information, not general information about how Brighter Places operates or data about other people.

    What a SAR does not cover

    • general information about Brighter Places, such as policies, procedures, performance or spending information.
    • information about another person, such as another tenant, neighbour, staff member, contractor or complainant.
    • copies of documents that do not contain your personal information (such as surveys or ASB cases from other tenants).
    • answers to general questions, explanations of decisions, or requests for us to create new information.
    • information about how we run services, unless that information is also specifically about you.

    You can use the form at the bottom of this page to make a Subject Access Request.

  • Examples of STAIRs and SAR requests

    A STAIRs request is about how Brighter Places manages homes and services. For example:

    • “Can I see your repairs policy?”
    • “How much did Brighter Places spend on repairs last year?”
    • “How do tenants influence decisions?”
    • “What are your latest performance results for complaints or repairs?”

    A SAR is about the personal information Brighter Places holds about you. For example:

    • “Can I see information about my tenancy?”
    • “Can I have copies of emails or correspondence about me?”
    • “What personal information do you hold about me?”
    • “Can I see records of my contacts with Brighter Places?”
  • Your rights and information

    Being transparent and providing accessible information to customers about how we process their personal information is important to us.  You can find out more about your rights and information on our data protection page, which sets out helpful information, our policy and privacy statements.  You can access the page here.

Make a Subject Access Request

Please also confirm any aliases you use
Please confirm all email address you use
Are you:(Required)
You will need to upload a signed authority or legal document to confirm consent
Max. file size: 256 MB.
Please tell us what information you are looking for(Required)
Please specific the date range you wish us to cover, as this will help us collate your information more quickly
In order for us to provide data to you we need to verify your identity, please upload formal identification. Any documents uploaded will be deleted after the SAR is complete
Max. file size: 256 MB.
Declaration(Required)

Next Steps

We aim to acknowledge your request within five working days. We will usually provide your SAR information within 30 calendar days, unless an extension is required. If an extension is needed, we will let you know as soon as possible. SAR information will normally be provided electronically. However, if you have any accessibility requirements or would prefer information in a different format, please let us know when we acknowledge your request.