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A guide to your tenancy

Published on 20 July 2022

Pay your rent the easy way

The easiest way to pay your rent is by Direct Debit, as once it’s set up, payments are taken automatically. If you prefer to make a manual payment every week or month, you have the option to pay through your online account or over the phone. 

Please note, you must always pay your rent in advance and you can pay weekly or monthly. This means you may need to make a manual payment covering the period until your first direct debit payment.

This means that if you’re waiting for Housing Benefit or Universal Credit, you should pay the rent yourself. You must ask your Council to pay your Housing Benefit to us. If you get Universal Credit you must ask for this too. 

Don’t forget to check the legals.

Whilst you live in your home, you have the right to: 


We promise not to enter your home without your permission or without a court order. We don’t keep any spare keys! 

Transfer or exchange your home 

You are able to apply for a transfer or exchange your home provided you have managed your home in line with your tenancy agreement, have no outstanding rent arrears or an agreement surrounding a pre-existing payment plan, and your home is in good condition. Further details are available through transfer or exchange your rented home.


You may have a lodger in your home, but you must ask us first. You can request this through the enquiry form on your online account. 


Once you’ve lived in your home for over 12 months, you can make improvements like upgrading your kitchen units or installing a new shower. You must get written permission from us first via your online account. 


If you have a joint tenant, spouse or partner, or other people living with you, they may be able to, with our agreement, continue the tenancy if you die. We will help them to do this if needed. 

Your promise to us

You promise to:

  • Pay your weekly / monthly rent and other charges in advance 
  • Pay for your other bills separately — such as gas, electricity and water 
  • Keep your home and garden clean and tidy 
  • Regularly check your smoke detector. We recommend testing it once a week 
  • Be aware of the fire safety rules for your building 
  • Let us know if your home needs a repair through your online account 
  • Live in the property as your only home 
  • Allow us to come into your home with a pre-agreed appointment 
  • Allow us to service your gas boiler once a year 
  • Tell us if you will be away from your home for more than a month 
  • Keep your vehicles taxed, repaired and insured 
  • Give us at least four weeks’ written notice when you wish to end your tenancy and leave your home 
  • Clear and clean your home of all belongings and return your keys to us when moving out. 

You will need to get permission via your online account if you want to:

  • Keep pets 
  • Run a business in your home 
  • Swap your home by mutual exchange 
  • Make improvements  
  • Park caravans, trailers or other large vehicles at your home or on your street. 

We ask you to promise not to:

  • Cause a nuisance or use violent or threatening behaviour to your neighbours or others 
  • Overcrowd or damage your home 
  • Smoke in any communal area belonging to us 
  • Keep your personal things in our communal areas e.g. corridors (as these could also be fire escapes) 
  • Carry out vehicle repairs in the car park or on your drive 
  • Store items in your home which have hazardous warnings. 

Our promise to you

To ensure our homes are safe and a great place to live in, we will do the following: 


We will make repairs to internal walls, floors, ceilings, external gutters and drainpipes. You can report a repair in minutes through your online account. 


We will provide you with information on our Policies and Procedures if requested. You can request these on your online account. 


We will keep the shared areas of your building and estate clean and tidy. We will maintain any lifts and shared doors. 


We will insure the building your home is in. Please arrange your own contents insurance for your belongings. 


Your rent and the service charge should only be changed once a year (we will let you know if this changes). 

If you need more information, please refer to your tenancy agreement or call our Customer Service Centre.