We are passionate about providing homes that people love.

‘You and your home’ covers all aspects of your tenancy, how to log a repair, pay your rent and information about welfare reform and benefits.

Emergency repairs

 

*We define an emergency as an issue that is causing significant damage to your home or an immediate health and safety risk, such as water escaping into electrics.*

Gas/oil heating repairs

All other repairs

Your rent

Paying your rent and any charges should be your top priority.

You are responsible for ensuring that these are paid in full, and on time.

Find out how to pay your rent, view your rent statement and find out about service charges.

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Advice and Support

Find out where to go for advice and support during your tenancy.

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Your tenancy

All you need to know

Find out what you are responsible for as a customer, information about home insurance and altering your home

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Surveys of your home

At times we need to complete surveys of your home for the following:

  • Property Condition Survey -  the age and condition of the major elements of your home (e.g. kitchens and bathrooms) to assist us with estimating the year that items will need to be renewed.
  • Energy Audit - the energy efficiency and any areas where this may impact the running cost of your home.

 

You will receive a letter from a member of the Stock Surveyor Team notifying you when they are planning to visit your area and our records indicate that a survey of your home is required.

When we arrive at your home, we will introduce ourselves and show ID before explaining the process for the survey.

Although the team will endeavour to answer queries when in your home, they will not be able to advise on or raise repairs, which will need to be reported by yourself.

To assist us with completing the survey, we will need access to all internal and external areas of your property, including the loft space. Please also be mindful of keeping children and animals out of the way for their safety. Refusal to allow access means that you may not be included in programs to upgrade areas of your property such as new kitchens and bathrooms.

 

 

Frequently Asked Questions

How long will the survey take?

The survey will take between 30 minutes and one and a half hours depending on the survey being completed.

Are you checking up on me?

No, the Stock Condition Survey is to check on the condition of the major components of your property.

Can you provide me with guidance or information on my repair?

No, we are not responsible for minor repairs or repairs surveys.

Where do you need access to?

We need access to all of the rooms in your home, including the loft space and garden.

Can I have a new kitchen or bathroom?

We cannot give a definitive replacement date for any component during the survey. The information gathered during the survey will be entered into a database and used to identify when replacement is required. When your property is due for renewal work we will contact to you confirming your inclusion with details of what happens next. 

Why are you wearing equipment?

It is company policy for us to wear equipment for health & safety reasons. As we are going in and out of a number of occupied and empty properties, we may be wearing face masks, a dust suit and safety glasses.

Can you take your shoes off?

We will wear shoe covers throughout your property when asked, apart from when using our ladder to ensure our safety.

Will I have to be in for the survey?

A responsible adult must be present in the property. If we can't gain access, we cannot assess your home and you may not be included in programmes to upgrade the components of your property, including new kitchens and bathrooms.

What if I can't make the appointment or have special access requirements?

Please let us know as soon as possible to allow us to reschedule our workload. We will try and and be as flexible as possible to fit in with your requirements.

For more information call our Contact Centre on 0808 168 4555.