Ask for a STAIRs review

How to ask Harbour Light to review information that may be missing from its Chapter 1 publication scheme.

Who can ask for a review

From 1 October 2026, a current Harbour Light social housing tenant can ask for a STAIRs review if they believe Harbour Light holds information about management of its social housing that should have been published under Chapter 1. A designated representative may ask on the tenant's behalf.

A STAIRs review is a separate, single-stage process. It is not Stage 1 or Stage 2 of Harbour Light's normal complaints process and is not governed by the Housing Ombudsman Complaint Handling Code.

How to ask for a review

Email: hello@harbourlight.org.uk
Please use the subject STAIRs Review if possible.

Post:
STAIRs Review
Harbour Light Assisted Living CIC
71 Linacre Road
Litherland
Merseyside
L21 8NP

Telephone: 0151 909 5919

Confirming who is making the review

If you tell us verbally that you want a STAIRs review, Harbour Light can help you record what information you believe should have been published.

We may need to confirm that you are a current Harbour Light tenant. If we already know you and can confirm this from our records or a contact route we already hold for you, we will not ask you for identification unnecessarily.

If we cannot reasonably confirm your identity or tenancy status from the information we already hold, we may ask for the minimum additional information or evidence needed to do so.

If someone is acting for you

Please tell us who you have authorised to ask for a review on your behalf. Where the representative and their authority are already known and recorded by Harbour Light, we will avoid unnecessary repeat checks.

Otherwise, we may confirm their authority directly with you using a contact route we already hold, ask for written or signed authority, or use another reasonable and reliable way. We may also take proportionate steps to confirm the representative's identity or professional role.

Where a tenant may not be able to authorise somebody personally, we will consider evidence of legal or other legitimate authority individually rather than automatically refusing the review.

Reasonable assistance and accessible formats are available. Please tell us if you need help reading or understanding information, another format, or a reasonable adjustment.

What happens next

  1. You, or your authorised representative, ask Harbour Light for a STAIRs review.
  2. We record your request and confirm eligibility and authority where needed.
  3. A STAIRs Review Officer carries out a single formal review.
  4. We aim to acknowledge your request within 5 working days and will normally complete the review within 30 calendar days of receiving it.
  5. If you remain dissatisfied, you may make a STAIRs complaint to the Housing Ombudsman.

If we genuinely need more time, we will explain why and give you an updated timescale.

Taking a STAIRs complaint to the Housing Ombudsman

If you remain dissatisfied after our review, you can make a STAIRs complaint to the Housing Ombudsman using its online complaint form or by telephone on 0300 111 3000.

Find published information

Return to Access to Information (STAIRs).

This review route applies from 1 October 2026.