We are continuing to follow coronavirus advice and guidance issued by the government. The health and safety of our tenants, customers, contractors and staff is our main priority.
We urge you to follow government advice and guidelines to keep yourself and those around you safe and well.
All our staff are taking the highest level of precautions to minimise the risk of infection to tenants and others. Our Board of Directors meets regularly to ensure we are responding quickly and continuing to protect and maintain our services.
If we need to visit your home, our colleagues will always:
We aim to keep everyone safe, so our staff may politely remind you to join us in practising social distancing and any other measures required.
Anti-social behaviour is behaviour that causes harassment, alarm, distress or damage to property.
Examples of anti-social behaviour include:
You can report anti-social behaviour by:
Report a non-emergency repair by using our online form. Someone from our maintenance department will be in touch within 24 hours to schedule the required maintenance works.
If your repair is urgent, please call 020 8882 8372. Please note we will only be able to deal with emergency repairs on this number.
We prioritise repairs into three categories based on their urgency. We measure response times from the date you report the repair to us.
Emergency Priority – 24-hour response
Urgent Priority – 48-hour response
Routine Priority – 72-hour response
Repairs where a delay in fixing them is likely to cause a serious health risk or safety hazard to you or your home. We aim to resolve the problem and restore essential services within 24 hours.
Emergency repairs include, but are not limited, to:
Repairs that significantly cause you inconvenience or loss of comfort. We aim to respond to these within 48 hours.
Urgent repairs include:
Day-to-day repairs, which do not cause serious inconvenience and can wait a short while before being dealt with.
Routine repairs include:
You can find out who your gas supplier is here Find My Supplier
All previous gas safety checks are kept on record and we will arrange for your gas safety checks accordingly. This will be done automatically – you do not need to worry about arranging or coordinating anything for these checks.
If you smell gas in your home or suspect a carbon monoxide leak, leave the property and call the Gas National Grid 24-hour, FREE helpline on 0800 111 999. Please remain outside until a gas engineer arrives.
Please see the Report a fault page for more information
You will need to contact your supplier directly to top up your electricity meter.
You can find out who your electricity supplier is here (Who’s my network operator? – Energy Networks Association (ENA))
Fire safety is a main priority. Please speak with your housing officer or site caretaker and ask them to familiarise you with the fire safety plan.
In the event of a fire, dial 999 immediately and evacuate the premises in an efficient and calm manner.
Helpful fire safety tips:
It varies between properties. For more details specific to your home, please complete our online form and someone will be in touch with the requested information.
Fire Risk Assessments are carried out annually. We will automatically renew your Fire Risk Assessment before the existing one expires.
If you lose your keys, please contact us on 020 8882 8372 and we will be able to arrange a replacement.
Please note: there is a replacement fee of £15 for this service.
If you have a problem with pests, such as mice, rats, cockroaches or bed bugs, please report the issue online and we will come back to you.
Pouring oil and grease down the drain or into the toilet is likely to cause blockages. Even though these substances wash down easily when in their hot liquid form, they will harden and solidify when they make contact with cold water, leading to blockages.
Although it may seem harmless to wash a few food scrapings down the plughole, instead of putting them in the bin, it is important to be aware that even small food scraps can form clumps and consequently cause blockages. Please try and dispose of all food waste in your refuse bins – even those tiny bits. Using a kitchen sink strainer is a great way to restrict small food waste from falling down the plughole.
Never flush wipes or nappies down your toilet. They easily get caught in the sewage system, which can cause major blockages.
The simplest way to prevent fat, oil and grease blockages is to make sure plates, pans and utensils are scraped clean of solid food waste before washing. Wipe down any oily/greasy items with kitchen roll before running them under the tap.
Remove waste oil manually, i.e. by using a funnel and an empty container/ bottle. It is important to do this while it is still in liquid form and before it has a chance to congeal. Dispose of as appropriate.
Condensation is warm moist air produced by normal household activities such as cooking and bathing – it is always in the air even if you cannot see it. When warm, moist air hits a cold surface, such as a window, cold wall or bathroom tiles, water droplets form and condensation is generated.
If condensation occurs on the same surface for long periods of time, it becomes damp and mould will usually grow.
By following these simple tips, you can help to prevent condensation:
If you have followed the above advice and are still experiencing issues with condensation and mould, please fill out our online form to report the issue. You can also find more information about condensation and mould here.
You may be able to get adaptations to your home if you are disabled.
An adaptation is a physical alteration to your home to help you live as independently and comfortably as possible. If you have a long-term disability that affects your day-to-day living, we can authorise you to make reasonable adjustments, while considering factors such as the length of your tenancy and if planning permission is required.
Examples of adaptations include:
Any requests for adapting your property will need to be in writing and emailed to [email protected].
Before moving out, you are required to clean the premises, restoring the property to its original condition. You must leave your keys inside the property and notify the office once you have vacated.
It is your responsibility to restore any damages to the property. If you require a quote for a repair, please let us know and we will be able to provide one.
You must remove all items when you move out as we do not provide storage. We accept no liability for lost or damaged items left once you have vacated the premises.
We are not permitted to authorise any transfers. All requests must be made through your local council.
It is important to make sure that you get all the help you are entitled to.
You may be eligible for financial help from the government if you:
You can check what benefits you are entitled to and how to make a claim by using the .gov benefit entitlement calculator: benefit entitlement calculator.
You must keep to the terms of your tenancy agreement and make regular punctual payments. Failure to comply may invalidate your agreement and may prevent you from being able to access some of our services. if for any reason you are unable to make payment, please notify us immediately on +44 (0) 20 8882 8372 or via our online form.
By phone: please call us on 020 8882 8372 to make a payment over the phone
BACS payment: if you would like to make a payment via bank transfer, the account details for the payment are included in your agreement. Please ensure you ALWAYS include the unit/room number, and property address as a reference so we can allocate your payment.
We take pride in providing an excellent customer service experience, but we understand that sometimes things can go wrong.
Your feedback helps to ensure we are continually improving our services. You can make a complaint by:
Link as follows: “Using The Property Ombudsman complaints process”
Emailing us at [email protected]
It is also great to hear about your positive experiences. You can use our online form or email us to share your feedback.