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Tenant Handbook -
Everything you need to know about us and your home
We give every tenant a copy of our Tenant Handbook, containing useful information to help you understand your tenancy and what we can do for you.
Our handbook is divided into five sections so that information can be found quickly and easily.
(To accompany our service standards featured in the handbook, full copies of all our housing policies and procedures are also available on request. Please contact your nearest regional office for more information).
Additional information for the Tenant Handbook
So we can keep you up to date, the links below contain important information that should be read in conjunction with your handbook:
Book 1: You and your tenancy
This section of the handbook has information about:
- introducing Estate officers
- moving in
- our Income team, rent and responsibilities
- service charges
- tenancy agreements
- transfers and mutual exchanges
- anti-social behaviour - reporting and support
- property adaptations
Book 2: Looking after your home
This section of the handbook has information about:
- reporting a repair
- our maintenance services
- energy saving advice
- health and safety advice
- rubbish disposal
Book 3: Getting involved
This section of the handbook has information about:
- Tenants and Residents Consortium (TRC)
- Customer Advisory Panel (CAP) groups
- resident involvement groups
- Services Inspection team
Book 4: Our standards
This section of the handbook has information about:
- communication service standards
- translation information
- confidentiality
- "Praise or Grumble" scheme
- making a complaint
- Tenant Services Authority
- claiming compensation
Book 5: Contacting us
This section of the handbook has information about:
- contact details for each regional office
- contact details for local authorities
- useful utility company contact numbers
- translation services information
