Useful information for new tenants

Check out these handy resources if you're a new tenant:

We’ve included links to further information on our website where possible. Tap on the tabs below for more information on each topic.

Alongside the general resources below, we’ve included a couple of extra guides that will be useful if you’ve recently moved into a new build property:

The ‘Moisture in New Homes’ document, which you’ll find under the ‘How to prevent and deal with damp, condensation, and mould’ tab below. This guide explains how to manage the extra moisture that can be present in new builds as construction materials dry out.
The ‘Basic Lawn Care (new build)’ document, which you’ll find under the ‘Looking after your outdoor area, garden, and/or lawn’ tab below. It offers practical advice for caring for a newly laid lawn to help it grow strong and healthy.

These are just part of our wider set of resources designed to support you as you settle into your home.

While you're here:

For more information on how we’re performing, you can tap here to see our latest performance figures (including our tenant satisfaction figures, known as Tenant Satisfaction Measures).

You can also tap here to read our latest annual report for customers, which highlights our priorities and targets as an organisation, and how we performed against them.

Want to help shape our services? Tap here to find out how you can get involved and help us make things better for everyone.

See our moving in checklist

We know there's a lot to do and think about when you move into your new home.

Here are our top tips to help you through it:

Redirect post to your new address, as stray letters can increase the risk of identity fraud. More information on redirecting your mail can be found on the Royal Mail website.
Legally, you can’t open or throw away previous tenants’ post. Simply write ‘return to sender’ on the envelope and pop it back in the post box.
Register with local doctors, dentists, and vets if you have pets.
Make sure you're claiming all your benefits, or phone our Money Advice Team on 01204 328000 for help.
Register and set up a water bill - you can tap here to learn more about saving on your water bills.
Shop around for cheaper energy bills - you can tap here to learn more about saving on your household bills.
Shop around for the cheapest phone and broadband providers.
Contact your local authority (council) to check your Council Tax and any support you may be entitled to.
Report any repairs within the first two weeks to your Liaison Officer.
Find the water stop valve so you can quickly turn off if necessary - you can tap here to watch a how-to guide.
Find out when bin day is and ensure you recycle your rubbish.
Keep up to date with what’s going on by following us on social media.
Register to vote on the electoral register - just tap here to learn how on the gov.uk website.

Your rights and responsibilities: see the government checklist for renting in England

This guide on the gov.uk website helps tenants and landlords understand their rights and responsibilities.

It provides a checklist and more detailed information on each stage of the process.

Our website also includes a dedicated page that explains your rights as a social housing tenant.

We’ve created this webpage to help you to understand your rights as a social housing tenant, and to spell-out the ways we and other organisations can help you to exercise these rights.

This includes the various ways you can hold us to account if you think we’ve fallen short of expectations – such as making a complaint or approaching the Housing Ombudsman.

See our Repairs Policy, which explains how our repairs service works, your responsibilities, and more

Our Repairs Policy contains answers many common questions relating to our repairs service, like:

Which repairs are our responsibility and which are the tenant's responsibility.
How we prioritise repairs.
What happens if there are special reasons we should prioritise a repair.
Which repairs might be dealt with by our planned programme.
Our response times for different types of repairs.
Our out of hours service.
Rechargeable repairs.
And more.

Different ways to pay your rent

There are several ways to pay your rent to us.

Get help with money and debt if you need it

We're here to help with a range of money matters.

We’re here to help if you ever need support with money and debt matters. Our website is full of helpful tips and guidance to get you started.

You can also speak with our Money Advice Team for free, confidential advice on a full range of money matters.

How to prevent and deal with damp, condensation, and mould

Dealing with damp, condensation and mould – our commitment to you.

We’re committed to providing safe and healthy living conditions for our tenants.

Damp, condensation, and mould can affect quality of life and could cause serious health problems – which is why it’s important to know some of the common causes/signs of issues and how to resolve them.

There are many things you (as our tenant) and we (as your landlord) can do to tackle issues related to damp, condensation, and mould.

This guide also explains how to manage moisture at home, specifically in new properties.

This guide has been written primarily for tenants living in new build homes, but some of the information is relevant to all properties.

How to avoid harmful blockages and damage when you use your toilet or sink

The United Utilities website has lots of handy advice on preventing blockages in your toilet or sink.

Staying safe at home

Keeping you and your family safe.

Visit our ‘Staying safe at home’ section for useful information and handy videos covering:

You can also download a copy of our Home Safety Guide if you’d like to keep all of this key safety information handy.

What to do in the event of a fire

See important instructions on what to do in the event of a fire.

The steps you should follow in the event of a fire vary depending on whether you live in a house or a flat. Tap below to learn more:

About our electrical safety checks in your home

As your landlord, we must carry out an important electrical safety check in your home every five years.

About our annual gas safety checks in your home

As your landlord, we must carry out an important gas safety check in your home each year.

Important information regarding gas installations in communal access flats

Please familiarise yourself with this important information on gas installations in flats.

CORGI (the national watchdog for gas safety in the UK) have informed contractors, landlords, and the general public that The Institute of Gas Engineers and Managers (IGEM) have issued advice regarding gas installations in communal access flats.

All new flueless appliances should incorporate flame supervision protection on all burners. The short letter below contains more information.

Own a mobility scooter, e-bike/scooter, or similar device? Please familiarise yourself with our policy

Our Home and Building Safety Hub includes guidance for owners of mobility scooters, e-bikes, e-scooters, and similar devices.

How to save on your household bills

Energy and water bills can be expensive, but there are many things you can do to keep your costs as low as possible.

Get help with benefits (including Universal Credit)

We can help you with benefits - including checking how much you're entitled to.

Being aware of the benefits you’re entitled to and how much you can claim isn’t always easy. In fact, billions of pounds are unclaimed each year.

See our Lettable Standard, which explains the condition you should expect your home to be in when you move in

Our Lettable Standard describes the condition you can expect your home to be in when you move in.

It's important to take out Home Contents Insurance to protect your belongings

As your landlord, we insure the structure and fittings of your home and you are responsible for insuring all your contents and personal belongings.

Get an allowance to spend at B&Q for decorating supplies

We work in partnership with B&Q to provide our customers with access to high quality decorating supplies through their chain of stores.

Your decorating card will be provided to you when you sign your Tenancy Agreement. You’ll also need to take your Tenancy Agreement to B&Q when collecting your decorating items.

Standard list of materials:

There will be no refunds for under-spending, but you can add to the value of the card by using your own cash.

Items covered by the decorating card:

Wallpaper and paste.
Paints and varnishes.
Wood care products.
Sandpaper.
Fillers.
Sealants.
Masking tape.
Pasting tables.
Turpentine.
Paint thinners.
Paint brushes/rollers/paint trays.
Basic tools e.g. scraper/filler, knife (up to the value of £5).

Items not covered by the decorating card:

Ladders.
Ceramic tiles.
Electrical fittings.
Bathroom cabinets.
Floor tiles.
Dust sheets.
Mirrors.
Electrical equipment.

The Decorating Card cannot be exchanged for cash. No physical change will be given by B&Q staff, but the balance will remain on the card and can be used at a later date (six months expiration).

Familiarise yourself with the standard terms of your Tenancy Agreement

Once you’ve received an offer for one of our properties, we strongly encourage you to read through our Standard Tenancy Agreement.

It sets out the key terms and conditions of holding a tenancy with us and is essential for understanding your rights and responsibilities as a tenant.

We’ll provide you with your Tenancy Agreement at the time that you sign-up for your new tenancy to read and sign after you accept an offer. This will include the specific details of your tenancy.

These terms remain consistent across all agreements, but it’s important to remember that your final Tenancy Agreement will include details specific to your property and tenancy.

What to do if you have a safeguarding concern

Safeguarding means protecting someone’s right to live in a safe environment, free from abuse, harm, and neglect.

We’re committed to working with others to ensure that people who live in our homes (and/or receive services provided by us) are able to live free from harm.

We also recognise that safeguarding is everyone’s responsibility and that we can all play a part in preventing, being alert to, and responding appropriately to safeguarding concerns by reporting them.

Please tell us if you’re concerned for yourself or someone else.

See our Pet Guide

What to do if you’re thinking of getting a pet, already have pets, or are experiencing issues with a neighbour’s pet(s).

See our guide on being a good neighbour

We've created a handy Good Neighbour Guide in collaboration with our customers.

We want to make sure you’re comfortable in your home and enjoy being a part of your community. Living side by side with neighbours can sometimes result in challenges or disagreements – so, understanding each other’s differences is key to living peacefully in your home.

Designed in collaboration with customers, our Good Neighbour Guide contains our top tips and pieces of advice for building good relationships with your neighbours.

Looking after your outdoor area, garden, and/or lawn

The RHS* website has lots of helpful tips, ideas, and resources for your garden or outdoor space.

*RHS stands for Royal Horticultural Society, a UK-based gardening charity.

You can tap here for a full range of advice and ideas on gardening and outdoor spaces on the RHS website.
You can also tap here to see the RHS' top lawn care tips if your garden has grass.
Please note: If you're moving into a property with its own garden and this area hasn't already been strimmed (whilst the property was empty), we will strim this area shortly after you've moved in.

Looking after your freshly laid lawn if you've moved into a new build property:

Avoid walking on it if it’s waterlogged or frozen. This is a good time to check that the lawn mower is in good order – arrange for a service if not.

Mid month, rake up all the rubbish on the surface of the lawn. Make the first cut of the season when the weather conditions are dry.

The first of the new season should just ‘top’ the grass – cutting off too much of the grass could damage it this early in the season.

Aerate the lawn using a garden fork or hollow aerator. Spread sharp sand onto the surface of the lawn and work into your holes by using a stiff brush. This will aid the lawns drainage throughout the year.

Spring is the beginning of the lawn care calendar. During the spring, increase the frequency of mowing and gradually lower the height of the cut to the normal summer cutting height.

Feed the lawn with an application of spring lawn feed. The best feeds contain some long-lasting nitrogen fertiliser. No fertilisation will be necessary in the first year after a new lawn is laid.

Mid spring is the best time for applying a weed killer or weed and feed. If moss is a problem, use a good brand of lawn sand and rake up the dead moss a fortnight later. Again no weed killer should be applied in the first year after a new lawn is laid.

Mow to the normal summer cutting height once or twice a week if possible.

If dry weather is prolonged, water the lawn well. A good soaking once or twice is far better than frequent light watering.

Decrease the frequency of mowing and gradually increase the height of the cut.

This is a great month to scarify the lawn and follow it up with spiking to aerate the soil below the lawn. Use sharp sand as you did in the spring.

For the last cut of the year, simply ‘top’ the grass.

Feed the lawn with an application of autumn lawn feed.

Brush up any autumn leaves and put the mower away until the spring.

What to do if you have a shared garden or communal space

'Cottage gardens' are where two flats share the same gardens at the front and rear.

The properties can sometimes be mistaken for semi-detached houses. Throughout the tenancy, both you and your neighbour have joint responsibility for, and access to, all areas of the shared garden.

As both tenants have a right to use the space, they also have a responsibility to maintain the land they share.

You and your household must look after your garden (including hedges) and keep it tidy and free from rubbish. If you don’t keep it in good condition, we may take legal action and charge you for any maintenance or clearance work carried out.

How we use your information (including Continuous Recording of Social Housing Lettings and Sales, or CORE)

COntinous REcording of Social Housing lettings and Sales (CORE): Privacy Notice for tenants/buyers of new social housing tenancies/sales.

Information for tenants of new social housing lettings or sales:

How are we using your information?

If your household has entered a new social housing tenancy, social housing providers will share your personal information with the Ministry of Housing, Communities & Local Government (MHCLG) for research and statistical purposes.

How is this information provided?

The information is provided via CORE (COntinuous REcording), a website funded and managed by MHCLG. It collects information on the tenants/buyers, tenancy/sale and dwelling itself.

Some of this information is personal and sensitive so MHCLG is responsible for ensuring that all data is processed in line with Data Protection legislation.

Why are we sharing this information?

Information collected via CORE is shared with other Government Departments and Agencies. Data is shared with the Greater London Authority and the Homes and Communities Agency.

CORE data providers can also access data for their organisations via the CORE system. Data is only shared for research and statistical purposes.

How does this affect you?

It will not affect your benefits, services or treatments that you get. The information shared is anonymous and handled with care in accordance with the law.

We are collecting and sharing your information to help us understand better the social housing market and inform social housing policy.

I'd like to know more about CORE data

Here's some more information on CORE data:

Data providers do not require the consent of tenants to provide the information but tenants have the right to know how and for what purpose your data is being collected, held and used. The processing must have a lawful basis which, in this case, is that the processing is necessary for the performance of a task carried out in the public interest to meet a function of the Crown, a Minister of the Crown or a government department.

You have the right to object and you have the right to obtain confirmation that your data is being processed, and to access your personal data. You also have the right to have any incorrect personal data corrected.

The information collected via CORE relates to your tenancy, the dwelling you are living in or buying, and your household. Some of the information may have been provided by you as a tenant when signing the new tenancy or buying your property; other information has been gathered from the housing management systems of social housing providers. Data collected will be held for as long as necessary for research and statistical purposes. When no longer needed, data will be destroyed in a safe manner.

We are aware that some of the data collected is particularly sensitive: ethnic group; previous tenure in hospital or prison/approved probation hostel support; if household left last settled home because discharged from prison/ long stay hospital/ other institution; or if source of referral is probation/ prison, youth offending team, community mental health team or health service. Please rest assured that all the information collected via CORE is treated in accordance with Data Protection requirements and guidelines.

Data is published by MHCLG in aggregate form on an annual basis as part of a report and complementary tables. To access the annual publications on lettings, please visit www.gov.uk/government/collections/rents-lettings-and-tenancies. To see the publications on sales, please visit www.gov.uk/government/collections/social-housing-sales-including-right-to-buy-and-transfers.

CORE data is shared with other public sector bodies for research and statistical purposes only. For example, data is shared with Homes and Communities Agency and the Greater London Authority to allow them to exercise their role in providing adequate social housing. The detail level data is anonymised and protected to minimise the risk of identification and deposited with the UK Data Archive for research purposes.

If you are unhappy with any aspect of this privacy notice, or how your personal information is being processed, please contact Department Data Protection Officer at: dataprotection@communities.gsi.gov.uk and if you are still not happy, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO): ico.org.uk/concerns.