Your Rights and Responsibilities
We believe in a fair and respectful relationship. Here's what you can expect and what you need to do to keep your home safe and your life stable.
Respect and Dignity
You have the right to be treated fairly and with respect. We will always treat you as an individual and respect your privacy.
Clear Information
We will provide you with clear information about your tenancy, including how to report repairs, make complaints, or request help.
Repair and Safety
If something in your home needs fixing, please let us know as soon as possible. We will respond to your concerns promptly.
Community and Care
We encourage you to respect your neighbours and the wider community. We will work with you to ensure your home is a safe and inclusive environment.
Reporting Repairs & Complaints
We are committed to maintaining safe, stable, and well-managed housing. If you have any concerns or need assistance, we provide clear and accessible routes for you to raise issues or report repairs.
Reporting a Repair
If something in your home needs fixing, please tell us as soon as possible. We will explain the next steps and arrange for the right person to assess or complete the repair.
Making a Complaint
If you are unhappy with the service you receive, you can make a complaint. We will listen, take your concern seriously, and explain how your complaint will be reviewed.
Safety & Safeguarding
We take your safety and wellbeing seriously. If you feel unsafe, worried or at risk of harm, please tell someone you trust as soon as possible.
Who to Contact
If you feel unsafe, please tell a support worker, housing officer, family member, advocate, social worker or emergency service. We will take your concerns seriously and work with the right agencies to protect you from harm.
Emergency Support
If you are in immediate danger, please contact emergency services directly. We will listen to your concerns and review your complaint to ensure your safety and wellbeing are protected.
Our Commitment
We maintain safe housing environments through appropriate checks, clear reporting routes, and cooperation with landlords and contractors. We work in partnership with statutory and voluntary agencies to support stable housing outcomes.
Supporting You
We aim to provide information in a way that you can understand. Where appropriate, we work with support providers, advocates or representatives to ensure communication is accessible and respectful.