We resolve most queries over the telephone.  If we need to meet with you face to face, our staff will make an appointment to visit you, usually in your home.

• Please contact us if you have a suggestion or complaint about our services or about a member of staff.  We will independently investigate it and aim to resolve it quickly.

• If you remain dissatisfied with our initial response to a complaint it will be escalated to ensure that ultimately the most senior people in the company make a decision on it.

Tip: Most people choose to contact us by telephone.  We have two different telephone numbers to ensure that you should never pay more than the local rate.

 Tip: Most people choose to contact us by telephone.  We have two different telephone numbers to ensure that you should never pay more than the local rate.

 Tip: When you contact us with a query or to request a service you will be advised of the next steps we will take.  In many cases we will also give you a copy of our working guidelines.

  Important information: 

If you smell gas you should immediately telephone National Grid on 0800 111 999.

  Important information:

If you ever need to write to us formally, please use the address of our registered office.

Your tenancy is a contract between you and your landlord.  It details your rights and responsibilities as a tenant.  Keep your copy safe.

Your responsibilities:

• Pay your rent

• Look after your home

• Don’t cause a nuisance to your neighbours

• Don’t allow criminal acts to take place in your home

• Don’t breach any other condition of your tenancy

Tip: Your rent is due on Monday each week in advance.  You can pay using your rent payment card at shops or garages that display the Payzone or E-pay logo, over the telephone, online or by text.  We strongly recommend setting up a direct debit to make sure that you never fall behind with your payments.

  Important information: 

Your rent is increased every year from the first Monday in April.

  Important information: 

We can provide you with free expert help and advice about claiming benefits and budgeting and we can help you with forms.  If you receive benefits though it is your responsibility to ensure that your claim is successful and correctly maintained.

  Important information: 

If you fail to keep to your tenancy agreement we will apply to court to end your tenancy.

• The rights you have under your tenancy agreement depend on the type of agreement you have been given.  You will normally need our permission to use these rights.  Contact us if you need further advice about this.

Tip: New tenants are usually given a Starter Tenancy.  This helps us repossess the property if the tenancy is breached during the first year.  After one year your Starter Tenancy will become Assured  Tenancies with wider rights.

 Important information: 

You are not permitted to sub-let a part or all of the property.  If you do, we will apply to court to end your tenancy.

As well as providing help and advice about your tenancy agreement, our services focus on your home and your neighbourhood.

• Both tenant and landlord have responsibilities to make sure that your home is maintained in a good state of repair.

• In general terms, we have the responsibility to maintain the structure, external decoration, heating systems, electrical systems and larger fixtures such as kitchen units.  You are responsible for internal decoration and for smaller fittings such as lightbulbs and plug chains.

 Tip: You will receive two sets of keys when you sign for your tenancy.  If you need further sets you must buy them yourself.

 Tip: We maintain a comprehensive list of repairing responsibilities on our website.  You can contact us for a copy or for further advice on this.

  Important information: 

You will be charged for repair work we do that you are responsible for or that you have caused through damage.

  Important information: 

We have a legal responsibility to service our gas installations in your property.  You must allow us into your home to do this every year.

  Important information: 

In some circumstances you may be entitled to compensation if we fail to undertake repairs or if you make improvements to your home and then leave.  Visit our website or contact us for further details.

• If you suffer from nuisance neighbours or other anti-social behaviour we will do everything we can, including taking legal action, to resolve it on your behalf.  Your neighbour doesn’t have to be our tenant and we don’t need to tell them your name.

• We provide a wide range of options for tenants to influence our work.  We encourage and support resident associations and other local meetings.  We regularly consult with residents to help improve our services.

• We provide money to enable tenants to allocate funding to local community projects.

• We work to regenerate neighbourhoods with our own money and by helping to bring in outside investment.

  Tip: Visit our website or contact us to learn more about the wide range of resident involvement opportunities we offer to help us improve our services and your neighbourhood.

Our aim is to provide you with the highest standard of service at all times.  We want to deal with any queries or problems you have quickly and efficiently, so if you feel we have done something wrong please don't hesitate to tell us.  We actively encourage our customers to share their views on how we can improve our services.

• Please contact us if you have a suggestion or complaint about our services or about a member of staff.  We will independently investigate it and aim to resolve it quickly

• If you remain dissatisfied with our initial response to a complaint it will be escalated to ensure that ultimately the most senior people in the company make a decision on it. 

From time to time we will send you information through the post such as leaflets and newsletters to keep you informed about our activities and to make you aware of new services.

 Important information: 

Our website includes our policies and procedures, news, events, customer advice, performance reports and board papers and minutes.  You can use the site search or the navigation to find this information.