Online tenancy handbook

Links to information we know our tenants most commonly need.

In this section there are links to some of the things we know people most commonly need to find on our site. 

It was suggested by the Scrutiny Involvement for Tenants (SIFT) group to make things easier for customers just like them. 

You should also keep your original tenancy agreement handy, as this includes lots of useful information too.

Important information about your new home

Your housing officer will go through a number of things you need to know before you move in.

Moving into your new home - for general information around services available and tips to help you through the process.

Extra support to find and manage your home - this includes information for those who have left the armed forces as well as young people and others who might need a little extra help.

Extra help for vulnerable customers - we have specific accommodation for older and/ or disabled people as well as a telecare service, Ostara, that you might find useful to read about

Live in a shared block? Just use this link to request a replacement fob if you lose yours.  

Home contents insurance - for information about how to help protect your belongings (please note this isn't covered by your rent or included as standard).  

Making changes to your home - for information relating to decorating and other home improvements.

Subletting and lodgers - you'll find information about what's allowed in our fraud policy. You can learn about tenancy fraud by clicking that link too.

Ending your tenancy - for information on the process and links to details of potential cleaning and clearance charges 

My Account - here you can log in to see your rent account, to update us on any changes in circumstances, to report a repair and to access many other council services. 

Paying your rent and managing your money

Rent and bills - this page provides information on ways to pay, how to view your rent statement and what to do if you're struggling

Money advice - for information on budgeting, benefits advice and how we can help if you're struggling to manage

Benefit calculator - enter your details here to make sure you're not missing anything you're entitled to!

Get help with the cost of living crisis - we know things are extra tough for many of our customers just now and we're here to help

Energy saving tips - find out how you can reduce your energy use and bring your bills down

Repairs and maintenance

Repairs - here you'll find an overview of all of our repairs information, including the ways you can book one in, a list of your responsibilities and information around timescales and the few situations where charges apply. 

Damp and mould issues - we know many people have concerns about this just now, here you can find out how we can help if you do too.  

Pest control - there's tips for spotting infestations and information on who to contact about any here.

Home safety - for information on safety relating to fire, gas and electricity, asbestos, water, and specifically for tower blocks. 

Alterations and adaptations - you can find information relating to adaptations for elderly and/or disabled people here, as well as the process for applying to make your own alterations to your home

Neighbourhood safety

Anti-social behaviour - for details of what we can help with and how you can report it to us

Concerns about a neighbour - if you're worried someone might be being abused you can report that to us too. You can contact us if you're being abused yourself and we'll help you.

Community engagement and governance

My community - for information about how we're investing in communities and helping to keep them tidy

Customer engagement - find out how you can get involved and have your voice heard by us