Moving house can be hectic, but following the advice, tips, and checklists below, we hope your experience will be as stress-free as possible and a happy memory.
As soon as you move into your new home, it is important that you take gas and electricity readings and contact your utility companies to connect to services.
It is also important that you have taken meter readings and cancelled any services connected in your old home.
As soon as you move into your new home, it is important that you take gas and electricity readings and contact your utility companies to connect to services. It is also important that you have taken meter readings and cancelled any services connected in your old home.
Important information if you are moving into a new build
If you are moving into a property that has never been lived in, additional information is provided at the bottom of this page to help you get the most out of your new home.
To get the most out of your tenancy, please sign up for your online tenant account.
By signing up for your account, you can:
• Report and track repairs
• Book repair appointments
• View your rent account and balance
• Make a rent payment
• Send us a secure message
• Request permission for pets or home improvements
• Report any issues with your tenancy or community
Sign up for your online tenant account
Keep on top of your rent and repairs when and where you want to - any time, any device, anywhere.
It takes minutes to register for your tenancy account - all you need is your 9 or 10-digit tenancy reference number.
You will find this on your rent statement and letters, or you can speak to a live chat advisor on our website, and they will give it to you.
The standard you can expect when you move into your new home
Before you move into your new home, we will ensure the property is safe, clean and in a reasonable state of repair.
We want all of our properties to be of a consistently high standard and that you are assured as a new tenant that your home is:
We call this our Lettable Standard. You can find more about it here.
If you wish to read through one of our DRAFT Tenancy Agreements before signing yours, you can ask us any questions before proceeding.
Affordable Rent Tenancy Agreement
Combined Starter and Non-Shorthold Assured Tenancy Agreement
Read a useful summary of your rights here.
This includes information about:
Approximately four weeks after you have signed up for your new home, your area housing officer will conduct a new tenant visit. This is to make sure that if you have any questions regarding your tenancy, you have the opportunity to discuss them.
The following will also be covered:
This visit will be followed by an additional six-month inspection visit, also conducted by the area housing officer, to support you and to make sure that you do not have any issues with your home.
Please note, if you are moving into a new build property the Housing Team will provide meter readings and the current supplier’s details for the property for gas, electricity and water.
Find out about gas safety and keeping your loved ones and home safe here.
Step 1
Contact the National Grid to find out who supplies gas to your property.
You will need:
The system will tell you:
Step 2
Read the gas meter and have the meter reading ready to give to your supplier.
Step 3
Step 4
Find out how electrical safety and keeping your loved ones and home safe here.
Step one
Read the electricity meter and have the reading ready.
Step two
Contact UK Power and advise them that you are the new occupier. They will tell you who your electricity supplier is.
Step three
Contact the supplier, give them the electricity meter reading, and arrange for the supply to be put in your name. Once again, they may need to adjust the meter before they can switch your electricity supply on.
It may be a good idea to review the current suppliers to the property to ensure that you are getting the best deal.
You can learn more about changing your utility company to save money here.
Step four
Once you have changed the gas and electricity supplies into your name, please contact us on 0333 320 4555.
We will arrange for your gas system to be commissioned so you can use it. If you have a pre-payment meter, you must have credit on both your gas and electricity meter for us to carry out this service.
Where possible, an appointment will be made within 24 hours, but please allow up to seven days. If you do not arrange this gas commission, you will not be able to use your central heating boiler or gas appliances.
Find out how water safety and keeping your loved ones and home safe here.
The water supply should be connected when you move into your new home. Contact United Utilities to set up an account. You will need to give them your name, address and the date you moved in. If you have a meter, you will need the reading.
If you wish to have a telephone line and/or broadband connected, contact the phone provider that you would like to use. If you had a telephone line at your last property and you are still living in the same area, you may be able to keep the same phone number.
If you are claiming Universal Credit, Pension Credit and some other benefits, you may be entitled to cheaper broadband and phone packages. Find out more here.
Other service providers and suppliers
There are certain organisations that need to know that you have moved house and you should make arrangements to tell them as soon as possible. These include:
As a tenant, you are responsible for insuring your own belongings against fire, theft or damage. As your landlord, we are responsible for insuring the building. We work with the National Housing Federation to offer discounted content insurance to our tenants to help save you money.
Your property provides spaces for installing a fridge, cooker (where not inbuilt), washing machine, and/or dishwasher in the kitchen. These spaces have cold water feeds, waste pipes (currently capped off), and mechanical ventilation. Isolator switches for the power supply to these spaces are located in the kitchen and are clearly marked.
Appliances should be connected to these points following the manufacturer's instructions. Before turning any water supply on check that hoses are properly connected and tightened. It is a good idea to re-check the connections once the appliances have been used for a day or two – dripping connections can cause serious damage. It is your responsibility to have these items installed.
A space in the kitchen is also available for a standard 600mm wide fridge/freezer.
You are responsible for connecting any of your appliances.
Any electrical appliances without a plug and gas appliances should always be installed by a qualified tradesperson.
We are here to help. From reporting a repair to adapting your home, find the help you need: Repairs and maintenance | Progress Housing Group
Decorating and carpeting your new home
· Please get in touch with us if you would like to find out more about how we may be able to help.
Moving into a new build
If you have moved into a new build property, please do not wallpaper during the first 12 months. This allows us to carry out the check and monitor any drying-out cracks in the build.
If you wish to paint, we recommend a water-based paint as this will allow your new home to continue to dry out. However, we recommend you wait at least 12 months to decorate your home.
During the first 12 months of a new build property, please do not carry out any major alterations/removal of fixtures, changes to electrics or plumbing, as this could void the warranty on the property.
As you would expect, many areas within your property will benefit from regular maintenance.
For example, we recommend that locks and hinges to windows and doors are regularly lubricated to help keep the mechanisms in good working order. Using WD40 or similar lubricant. If at any point you are unsure about the maintenance of your home, we recommend seeking professional help.
Check, inspect and maintain these monthly essentials to keep your home performing at its best all year round:
• check the boiler pressure and bleed all radiators
• clean and clear drains of debris
• check and clear air vents of blockages and debris
• check that the pipes under the kitchen sink have not loosened
• follow the manufacturer's cleaning guidelines for all your kitchen appliances
• check bath and shower sealant and repair where required
• test your smoke alarms and carbon monoxide detectors
• submit your gas and electric meter readings to avoid unexpected bills – you may want to consider a smart meter so you can keep track of usage
Watch our helpful DIY videos here: www.progressgroup.org.uk/manage-your-tenancy/resources/
You are responsible for the upkeep of the pipes in your home. Sewers are only designed to take water from your toilets, sinks, baths and showers, along with human waste and toilet tissue.
Blockages are normally caused by the following – do not flush these items:
• Fat, oil and food leftovers solidify in pipes. Therefore, leftover fat, oil and grease should be allowed to cool, placed in a suitable container and disposed of in the bin
• Any wet wipes – even the ones labelled 'flushable' can block your pipes
• Sanitary items, including towels and tampons
• Everything else should be put in the bin.
PLEASE NOTE: if you are found to cause the blockage, i.e., flushing wipes or other bulky items that will cause a blockage, such as nappies, etc., you may be subject to recharges to unblock the drains.
Unblocking drains and toilets
If your sink or toilet is blocked and overflowing, it is recommended that you call a plumber.
If the water in your toilet or sink is slow-moving, you can do a few things before contacting a plumber to try to release the blockage yourself.
A plunger is one of the most effective methods of moving small blockages.
You can also try pouring boiling water and household detergent down the plughole or toilet and leaving it for 10 minutes before flushing or rinsing with hot tap water. This will help melt and break up grease and soap residues.
Boiling water can cause serious injuries, sometimes life-changing injuries, if it comes into contact with the skin. It is, therefore, essential that you take extra care at all times:
• Ensure children are made fully aware of the work you are carrying out and that they are safely out of harm's way before you begin work
• Move pets to another room and keep them there for the duration of the work
• Check that pathways are free from potential trip hazards
• Always wear practical, long-sleeved garments (a waterproof jacket, for example) and heavy-duty rubber gloves, leaving no skin exposed.
New build properties
During the first 12 months defect period please report any drainage issues/toilet issues to us - bearing in mind the guidance below.
Preventing condensation, damp and mould
If your home is warm and well-ventilated and you are still experiencing damp and mould or have any concerns about damp and mould, please contact us.
Looking after tile grout and bathroom sealant
Follow our top tips for maintaining the condition of tile grout and mastic:
• after you take a bath or shower, wipe moisture from the tiles to prevent a build-up of dirt and check for any gaps that might appear
• should mildew or mould appear, use a recommended household product to clean it
• check your bath and shower sealant regularly and carry out any repairs promptly as required
Winter precautions and extreme weather
Keep your heating on constantly during extreme weather conditions to keep your house safe from frozen or burst pipes.
For radiators fitted with a manual radiator valve and to protect your pipework, please ensure the valves are kept open to keep the system running smoothly when your heating system is on.
If you have had an external tap fitted to your home, make sure it is lagged and drained to prevent any problems during extremely cold weather. As winter approaches, turn off the shut-off valve on the pipe and the tap/pipe is drained.
The valve is located where the external tap is connected to the water supply, usually beneath the kitchen sink.
Click here for more information on preparing your home for colder weather.
What to do in an emergency
If there is a danger to life or property, call our emergency phone line 0333 320 4555. It is available 24/7.
If you have no gas or electricity, a water leak, or need an emergency repair, visit our emergency guide.
If you wish to make any significant or permanent improvements in your property, you will need to get permission. Please read our guide to carrying out your own improvements before going ahead.
New build properties
No alterations, removal of fixtures can take place within the first 12 months as this may invalidate any warranty on the property.
Getting the most out of your heating system
Thermostatic radiator valve
Every radiator throughout the property has a thermostatically controlled valve (TRV). The numbers on the radiator valve are to set the temperature. Number 1 is the coolest setting, and number 5 is the hottest. Should the radiator not heat up to the required temperature, you will need to adjust the main thermostatic control located on the boiler.
Thermostatic control
The thermostatic control controls the overall temperature of your home. The numbers on the dial relate to degrees Celsius (°C). For a comfortable room temperature, it is advised that the control be set to 18-21°C.
Bleeding radiators
If you notice that a radiator is cool at the top, this may indicate air in the system.
Your home has its own main water supply. The stopcock, located under the kitchen sink, will shut off all water in your home if required. If there is an emergency (e.g. a leak), please use the stopcock to turn off the water.
Please familiarise yourself with the stopcock and test whether you can turn off the water. If you cannot, please contact us.
The electrical supply enters your home through the electricity meter located in the meter box. The meter and the cable leading to it belong to the electricity company. They should not be tampered with in any way.
All cables and equipment on the 'home side' of the meter are your responsibility as the householder. The wires leading from the meter go to the consumer unit, which is located in the hallway or downstairs toilet. This unit contains the main on/off switches and several MCB (milliamp circuit breaker) trip switches which protect individual circuits.
They are like small fuses that do not need rewiring; MCBs automatically switch off the electricity supply should there be a fault, for example, due to loose wiring or faulty appliances being connected to it. Written alongside each MCB is a description of the circuit it protects – power, lighting, water heater, etc. MCBs have different current ratings suitable for their type of circuit; a cooker circuit will require 30 amps, but lighting only 5 amps, etc.
Consumer unit and MCBs
To reset the consumer unit, please switch the ON button/switch; this should take approximately one minute.
What to do if a circuit fails
If a circuit fails, you should disconnect (rather than just switch off) any appliance that you think may have caused the problem. It will be obvious which circuit has been affected by checking the consumer unit, where the switch on the relevant MCB will be in the 'off' position. Switching the MCB back on should restore the circuit. To be sure that you have identified the faulty appliance, reconnected all other appliances and see if the MCB fuses again. If it does, it means there is still a faulty appliance somewhere, which you should try to locate by disconnecting all appliances and reconnecting them in turn, switching them on as you do so.
Click here for advice and tips on how to reduce your home's energy use and utility bills!
The roof space in your home is not designed for storage; the trusses are designed to take the weight of the roof only; condensation does occur and could cause damage if any items are stored in this space
Moving into a new-build
If you have moved into a new-build property, storing items in the loft may invalidate the warranty insurance if it leads to a structural fault within this space. You are not to store items in the loft.
Do not fix a TV on the wall in the first 12 months or pictures or mirrors for the first 12 months, (unless a pattress has been installed for you to do this).
The walls in your home are usually timber frame, metal frame or block construction, lined with plasterboard.
Knowing what type of walls you have is important before attempting to attach anything to them. You must ensure the correct fixings are used depending on the wall type.
Ceilings and plasterboard wall linings may perform essential fire, noise and vapour insulation functions, so please bear this in mind when considering any alterations or work to these.
Internal walls generally have a hollow cavity, so such items may need to be attached with a steel cavity fixing, mounted through holes in the wall, gripping the plasterboard from behind.
No alterations, structural additions,or removal of fixtures can take place within the first 12 months, as this may invalidate any warranty on the property.
Moving into a new-build
If you have moved into a new-build property, you must not fix a TV, pictures or mirrors to the wall for the first 12 months. Some properties have a specific pattress built into the wall for a wall-mounted TV to be fitted to, your housing officer will let you know if this is the case with your new home.
Do not make holes in a party wall that separates you from your neighbour, as this will cause sound to travel easily and will reduce fire resistance.
The type of light bulbs should be energy efficient and have a standard bayonet fitting. When changing a bulb in a spotlight, please change for a low-voltage LED energy-efficient bulb and not a high-voltage GU10 bulb, as the heat can cause the fitting to melt. With outside lights, if they are not working, please try changing the bulb before you report the light as not working.
If you have an electric vehicle charger installed, you can turn it off at the fuse board or there will be a switch in your hallway.
Sign up for your online tenant account
Keep on top of your rent and repairs when and where you want to - any time, any device, anywhere.
It takes minutes to activate your tenancy account - all you need is your 9 or 10-digit tenancy reference number.
You'll find this on your rent statement and letters, or you can speak to a live chat advisor and they will give it to you.
The standard you can expect when you move into your new home
Before you move into your new home we will ensure the property is safe, clean and in a reasonable state of repair.
We want all of our properties to be of a consistently high standard and that you are assured as a new tenant that your home is:
We call this our Lettable Standard. You can find more about it here.
If you wish to read through one of our draft Tenancy Agreements before signing yours, you can ask us any questions before proceeding.
Affordable Rent Tenancy Agreement
Combined Starter and non-Shorthold Assured Tenancy Agreement
Read a useful summary of your rights here.
This includes information about:
Keeping safe in your home (fire, gas and electical safety)
You'll find everything you need to know about keeping your home and loved ones safe and healthy here.
From fire, electrical and gas safety tips, to what to do if you are experiencing damp and mould, find out more here.
We're here to help. From reporting a repair through to adapting your home, find the help you need here.
Most social housing homes are let fully unfurnished and the replacement of carpets, soft furnishings and interior decoration is not included in your rent or service charges.
When a tenant ends their tenancy, we will visit the property and do a pre-inspection. We will discuss the property condition and flooring with the tenant. If furnishings like carpets, curtains, and blinds are in good condition, we can agree with the outgoing tenant that they can be left for the next tenant, and no recharge will be incurred.
We also clean carpets if we believe that they are reusable. We understand carpeting a whole house is probably the biggest expenditure for new tenants, and if we can reduce this by leaving the carpet in some rooms if not all, we do.
But if the carpets are unsuitable for the new tenants, they will be removed for hygiene reasons.
We want our tenants to feel comfortable and happy in their new home, and depending on individual circumstances, we can offer support when moving in, such as offering decoration vouchers and making referrals to charitable organisations.
Please get in touch with us if you would like to find out more about how we may be able to help.
If you wish to make any significant or permanent improvements in your property, you will need to get permission. Please read our guide to carrying out your own improvements before going ahead.
Creating homes is about much more than bricks and mortar – making your area a happy and vibrant place to live is important to us.
Find out more about how we keep your neighbourhood green, clean, safe and connected.
Make a difference in how we provide our services in our homes and communities.
Join a meeting or group, apply for community funding or volunteer - there are a lot of ways to make a difference and get involved to help us do our very best for you and make our homes and communities great places to live.
We are here when times are tough, or you want to move forward to new opportunities.
Click here for help with money worries, budgeting for household bills, finding jobs, apprenticeships and training opportunities, digital skills, and mental health and well-being.
Find out everything you need to know about rent and service charges here.
Download the Housing Perks app and save money
As part of our commitment to support our tenants through the cost of living, we have teamed up with Housing Perks to provide an exclusive discount app.
The Housing Perks app offers discounts at over 100 supermarkets, high street shops and online, helping save money on essentials such as:
Discounts of up to 20% are available at retailers like ASDA, B&M, Sainsbury's, Morrisons, Primark, Argos and TK Maxx.
Housing Perks is easy to use with a list of retailers, and you can filter by supermarket, fashion, food and drink, home and so on. Discounts are offered on e-gift cards – you use the e-gift cards to buy your goods or services. For example, TK Maxx offers 9% off e-gift cards, meaning you can buy a £100 gift card for £91.
Each retailer has conditions for the e-gift card, including whether it can be used online, in-store only, or both. Some may have limits on the value of the e-gift card. Just click on the retailer to find out more, and the Information tab will provide details on conditions of use.
Please note that tenants must input their tenancy reference number to sign up. This number can be found in our letters or by logging into your online tenant account.
If you cannot find it, please use the live chat on our website to speak to a member of our Customer Contact Centre. If you have any further questions, please get in touch.
Download the app
And finally, a word about us...
We set out to make sure everyone has a place to call home and the opportunity to live their best life.
And we do this by providing high-quality homes, supporting independence and creating opportunities for our tenants and in our communities.
We have five core values that guide us in what we do and how we deliver our services:
People-focused
People are at the heart of our business. By treating everyone fairly and understanding diverse needs and strengths, we can serve people better and provide services and opportunities that positively impact on lives of customers and colleagues.
Forward-thinking
We work together to search for and implement innovative solutions and ideas that overcome challenges faced by our tenants, customers, communities, partners and colleagues.
Genuine
We are open and honest, with a friendly, enthusiastic and energetic way of working, which is true to what we stand for.
Expert
We use our knowledge, expertise and learning to invest in a positive future for all, and aim to excel in all we do to provide the best possible standards of service.
Collaborative
We work in partnership with our tenants, customers, colleagues, local communities and other experts, bringing everyone together to achieve more.
We aim to uphold these values in everything we do - from consulting on a policy, to answering a query and to completing a repair.
Sometimes we don't get it spot on, but we will always try out best.
Find everything you need to know about keeping your home and loved ones safe and healthy here.
Your local fire and rescue service can provide a free fire safety check on your home. For more information about this in the Lancashire area, visit Home Fire Safety Check | Lancashire Fire and Rescue Service (lancsfirerescue.org.uk)
If you live outside Lancashire, please check your local fire service website for local fire safety advice and information on home checks.
If there are any gas appliances in the property, we must arrange an annual gas safety check, which a Gas Safe registered engineer carries out. This will ensure that any appliances we provide are in a safe condition. You will be provided a copy of the gas safety certificate confirming that the checks have been carried out. However, if you bring any gas appliances into the property, you will be responsible for these.
Find out about gas safety and keeping your loved ones and home safe here.
Step 1
Contact the National Grid to find out who supplies gas to your property.
You will need:
The system will tell you:
Step 2
Read the gas meter and have the meter reading ready to give to your supplier.
Step 3
Contact your current gas supplier using the number you were given in Step 1.
Tell them that you are the new occupier and give them the meter reading.
Before the supply can be installed, they may need to come and adjust the meter to clear any outstanding debt the previous occupier may have left.
Step 4
Once you have changed the gas supply into your name, then please contact us on 0333 320 4555.
We will arrange for your gas system to be commissioned so you can use it. If you have a pre-payment meter, you must have credit on both your gas and electricity meter for us to carry out this service.
Where possible an appointment will be made within 24 hours but please allow up to seven days. If you do not arrange this gas commission, you will not be able to use your central heating boiler or gas appliances.
Find out about electrical safety and keeping your loved ones and home safe here.
Step 1
Read the electricity meter and have the reading ready.
Step 2
Contact UK Power and advise them that you are the new occupier. They will tell you who your electricity supplier is.
Step 3
Contact the supplier, give them the electricity meter reading, and arrange for the supply to be put in your name. Once again, they may need to adjust the meter before they can switch your electricity supply on.
It may be a good idea to review the current suppliers to the property to ensure that you are getting the best deal.
You can learn more about changing your utility company to save money here.
Find out about water safety and keeping your loved ones and home safe here.
The water supply should be connected when you move into your new home. Contact United Utilities to set up an account. You will need to give them your name, address and the date you moved in. If you have a meter, you will need the reading.
If you wish to have a telephone line and/or broadband connected, contact the phone provider that you would like to use. If you had a telephone line at your last property and you are still living in the same area, you may be able to keep the same phone number.
Other service providers and suppliers
Certain organisations need to know that you have moved house, and you should make arrangements to tell them as soon as possible. These include:
As a tenant, you are responsible for insuring your own belongings against fire, theft or damage. As your landlord, we are responsible for insuring the building. We work with the National Housing Federation to offer discounted content insurance to our tenants to help save you money.
What to do in an emergency or where there is a loss of power
If you have got no gas or electricity, a water leak, or need an emergency repair, head to our emergency guide.
What is an emergency?
Central heating and hot water
Complete failure of the combined central heating/hot water system is an emergency. However, before calling us, please check that this has not been caused by local electricity or gas supply problems, incorrectly setting your timers or thermostats, or any shut-off device you can reset. Please refer to boiler/cylinder instructions for further details.
Water supply
Complete loss of water supply is an emergency. However, before calling us, please check that your water supplier has not turned off the water to carry out repair work in the area.
Water leak
It is an emergency when a leak cannot be contained and is causing damage, particularly if it is leaking into an electrical fitting.
Gas leak
Please contact Cadent on the emergency number, 0800 111 999, before calling us. They will be able to isolate the meter and make your home safe.
Total loss of gas
Before calling us, please check that your gas supplier has not turned off the mains to carry out repair work in the area.
Loss of power supply to socket outlets
It is an emergency when there is a total loss of power supply to socket outlets throughout your property; it cannot be solved by resetting the master trip switch or if the loss is partial, but there is a potential safety hazard (such as in a communal hallway). Before calling us, please check that your electricity supplier has not turned off the mains to carry out repair work and that there is no local power failure.
Electricity: British Gas
0333 200 8899 breakdown and enquiries
Gas: British Gas
0800 111 999 emergencies
Water: United Utilities
0345 672 3723 emergencies
Emergency information
Fire safety
You must check weekly that the smoke detector works by pressing the 'test' button on the unit's base.
In addition to sounding in the event of a fire, your smoke detector may give various audible indications of a malfunction. Please refer to the instruction leaflet for details of how the detector functions and clear instructions for maintaining this important equipment. It may save your life.
This building has been built in such a way as to protect the people in it if a fire breaks out. The important thing to remember is that if a fire starts in your home, it is up to you to make sure that you can get out of it.
Here are a few tips:
At all times:
• make sure the smoke and heat detectors in your home are working
• do not store anything in your hall or corridor, especially anything that will burn easily
• use the fixed heating system in your home. If this is not possible, only use a convector heater in your hall or corridor. Do not use any form of radiant heater, especially one with either a flame (gas or paraffin) or a radiant element (electric fire bar)
• do not store things in the cupboard(s) where your gas
and electricity meters are fitted
• do not wedge open self-closing fire doors in communal areas
• use your rooms only for their intended purpose; do not use them as a workshop or storeroom
• do not block access roads to the building
If a fire breaks out in your home
• if you are in the room where the fire is, leave straight away, together with anybody else, then close the door
• do not stay behind to try to put the fire out
• tell everyone else in your home about the fire and get everybody to leave. Close the front door and leave the building
• in the event of a fire, call 999 and ask for the fire brigade
• review and familiarise the fire strategy and escape routes that your apartment/building may have
• please contact us to let us know.
Calling the fire brigade
The fire brigade should always be called to a fire, even if it only seems small. This should be done straight away.
The way to call the fire brigade is by telephone as follows:
1. dial 999 from a landline or mobile phone
2. when the operator answers, give the telephone number you are ringing from and ask for 'fire'
3. when the fire brigade replies, tell them clearly the address where the fire is
4. wait to end the call until the fire brigade has repeated the address to you, and you are sure they have got it right. The fire brigade can only help if they have the full address.
What to do if you smell gas
If you smell gas, ring CADENT immediately on 0800 111 999.
Neighbourhoods and communities
Creating homes is about much more than bricks and mortar – making your area a happy and vibrant place to live is important to us. Find out more about how we keep your neighbourhood green, clean, safe and connected.
Being a good neighbour
Everyone deserves to enjoy their home and the area they live in peacefully. Being a good neighbour means being reasonable and tolerant of different people’s views and lifestyles and considering how your behaviour affects others around you.
Noise is a common cause of complaints. Make sure that you:
• let your neighbours know if you are having a party or doing noisy work. Your neighbours will understand noise better if you have told them about it first and agreed on an end time.
• keep the noise from radios, stereos and televisions at a reasonable level
• keep the TV and music speakers away from a neighbour’s wall
• keep sound system speakers off the floor if you live in an upper flat
• avoid using noisy equipment late at night or early morning
• are a responsible pet owner, for instance making sure dogs do not bark excessively
To keep your neighbourhood clean and safe you should:
• keep your garden neat and tidy, if you have one
• make sure your children and guests are considerate of your neighbours and their property
• park your car responsibly and considerately, and do not block access for emergency services
• put your rubbish in the bins provided
• clean up any mess left by your pets
• make sure that you do not block hallways or stairways with rubbish, bikes or mobility scooters
• only smoke in permitted areas and dispose of cigarette ends safely
If you have a problem with a neighbour, try to sort it out between you as soon as possible.
Remember, your neighbour may not realise they are causing a problem; often, a friendly word can resolve things. The best thing to do is often to calmy discuss the situation or problem, and if necessary, to be willing to compromise.
Help make a difference in how we provide our services in our homes and communities.
Join a meeting or group, apply for community funding or volunteer - there are a lot of ways to make a difference and get involved to help us do our very best for you and make our homes and communities great places to live.
Find out more about ways to get involved
We are here when times are tough, or you want to move forward to new opportunities.
Click here for help with money worries, budgeting for household bills, finding jobs, apprenticeships and training opportunities, digital skills, and mental health and well-being.
Download the Housing Perks app and save money
As part of our commitment to support our tenants through the cost of living, we have teamed up with Housing Perks to provide an exclusive discount app.
The Housing Perks app offers discounts at over 100 supermarkets, high street shops and online, helping save money on essentials such as:
Discounts of up to 20% are available at retailers like ASDA, B&M, Sainsbury's, Morrisons, Primark, Argos and TK Maxx.
The Housing Perks app is easy to use with a list of retailers, and you can filter by supermarket, fashion, food and drink, home and so on. Discounts are offered on e-gift cards – you use the e-gift cards to buy your goods or services. For example, TK Maxx offers 9% off e-gift cards, meaning you can buy a £100 gift card for £91.
Each retailer has conditions for the e-gift card, including whether it can be used online, in-store only, or both. Some may have limits on the value of the e-gift card. Just click on the retailer to find out more, and the Information tab will provide details on conditions of use.
Please note that tenants must input their tenancy reference number to sign up. This number can be found in our letters or by logging into your online tenant account.
If you cannot find it, please use the live chat on our website to speak to a member of our Customer Contact Centre. If you have any further questions, please get in touch.
Download the app
Leaflets
Our website has lots of information to help you enjoy your tenancy.
Our information leaflets are in clear print and large print as standard to make them more accessible to read online and print off on a standard printer.
Accessible formats
We can provide Easy Read, pictorial, braille, large print, high contrast and other languages upon request. Our website is fully accessible and works with screen readers. We have subtitled and audio videos for our most popular tenancy-related topics. Where possible, we offer accessible and screen reader-compatible PDFs.
Moving into a new build
If you are moving into a property that has never been lived in, find out how best to maintain your new home and view instruction manuals for your fitted appliances and heating and hot water systems.
Our homes are quality-checked before you move in; however, if you find a cosmetic defect, you must report it within the first seven days after your agreed move-in date. When reporting defects in an email, please provide photos of the defect and an explanation of the issue, and insert your address in the subject field.
Your defect liability period does not cover the following:
• problems with any workmanship completed by the customer, materials or appliances you brought, or added to the property. You are responsible for getting cookers, washing machines and dishwashers installed
• damage caused by storms or accidentally, by negligence, abuse or poor maintenance of the property or appliances. This includes blockages caused by inappropriate disposal of waste
• any problems caused by shrinkage or condensation
• any inconvenience, distress, consequential loss of enjoyment or income loss caused by remedial works, assuming all reasonable steps have been taken to minimise disruption.
Your home comes with a defect liability period, which lasts one year from the developer's handover to us. During that period, we guarantee items supplied as part of your new home, covering defects caused by faulty workmanship or materials. When the defect liability period is due to expire, we will arrange for an end-of-defects (EOD) visit with a representative from us and the builder at around 11 months. You must allow access to your property for this to occur before the end of the defect liability period.
Telephones
There are connections for telephones and appliances in the living room and bedroom.
You must make arrangements directly with a supplier for tele-communicatons service.
Television
There are sockets for TV aerials in the living room and bedroom, which are connected to the mains aerial located on the property's roof. You are responsible for obtaining a Television Licence before using a TV on the property. Please note the majority of new builds are supplied with an aerial, some are not, if this is the case, your housing officer will let you know.
Light fittings
The type of light bulbs should be energy efficient and have a standard bayonet fitting. When changing a bulb in a spotlight, please change for a low-voltage LED energy-efficient bulb and not a high-voltage GU10 bulb, as the heat can cause the fitting to melt. With outside lights, if they are not working, please try changing the bulb before you report the light as not working.
Please refrain from wallpapering during the first 12 months. This allows us to carry out the check and monitor any drying-out cracks in the build.
All of the walls in your house have been painted. However, this is a temporary coating whilst your house dries out until you decide to decorate.
Should you wish to paint, we recommend a water-based paint as this will allow the home to continue to dry out. However, we recommend you wait at least 12 months to decorate your home.
Do not fix a TV on the wall in the first 12 months or pictures or mirrors for the first 12 months, (unless a pattress has been installed for you to do this).
The walls in your home are either timber frame, metal frame or block construction, lined with plasterboard.
Knowing what type of walls you have is important before attempting to attach anything to them. You must ensure the correct fixings are used depending on the wall type.
Ceilings and plasterboard wall linings may perform essential fire, noise and vapour insulation functions, so please bear this in mind when considering any alterations or work to these.
Internal walls generally have a hollow cavity, so such items may need to be attached with a steel cavity fixing and mounted through holes in the wall behind.
No alterations, structural additions, removal of fixtures can take place within the first 12 months as this may invalidate any warranty on the property.
Please do not attach blinds directly to the window frames, as this will affect the warranty on the windows – if you do and the window needs repairing – it may attract a recharge.
It is quick and easy to report a non-emergency repair online, or you can report it via ‘live chat’ on our website, by phone or in person during working hours. For emergency repairs, call us on 0333 320 4555. When reporting defects in an email, please provide photos of the defect and an explanation of the issue, and insert your address in the subject field.
If you find a problem with your property within the defect liability period, please do not go directly to the contractor or builder, as we will not be able to monitor or ensure that the repairs are completed.
When you have reported a defect, the developer may try to contact you via email or phone to book an appointment with yourself, if the developer cannot make contact they will close the job down.
Your newly constructed home needs to be acclimatised gently for at least 6 months to dry out gradually. When you move into your new home, moisture will be present that the building materials will have absorbed during construction. You may not feel it, and it will certainly not harm you, but it does need to evaporate slowly and be ventilated away.
Slow evaporation helps to minimise shrinkage cracking. This can be achieved by keeping your home at a reasonably even temperature during the drying-out period. The heating should be used sparingly so that the underlying building structure warms up and dries out gradually. We recommend that the central heating thermostat be set at no higher than 21°C or 4 on the radiator valve unless extreme weather conditions are experienced.
At the same time, the evaporating moisture needs to be ventilated to avoid problems with dampness and condensation, which will otherwise cause a black mould to grow on the walls, appearing as a dark stain. You can help this drying process by leaving windows open each day for as long as possible and ensuring that trickle vents in the window frames are left open. Internal doors should be left open, where possible, to allow appropriate air circulation and wardrobe and cupboard doors should be left open.
(Please note if your windows do not have air vents, as a result of a planning condition, as they are near a main road, please ensure you have your kitchen / bathroom fans switched on and if the property has a positive air ventilation system that this is working. Ensure that the doors within the property have a gap at the bottom, between the door and floor covering to allow ventilation to flow if they are shut).
Click here for tips on preventing damp, mould and condensation.
Site safety during construction
Construction work may continue on your development when you move into your new home, and, unfortunately, a certain amount of dust and noise may be inevitable. The builders will try to minimise any disturbance whilst completing the development.
Here are some key pointers to remember for your safety as well as your family or visitors to your home, especially young children:
If you experience any settling-in issues during the first few days in your home, please avoid approaching construction team members directly for assistance. To ensure that any problem is dealt with most efficiently and recorded correctly, please follow our instructions about reporting problems.
Every house is different – that is what makes a house a home. Yours has been individually built and handcrafted by human beings, which means there will inevitably be some variation in the finished appearance of different elements of the construction. This is due to the nature of the materials and how they are applied. Slight variations are normal and to be expected.
Like most new things, a new home needs to be taken care of. In the first few months, your home must be allowed to settle because concrete, bricks, timber, plaster, and other materials will have absorbed water during construction.
During this period, you may notice minor cracks in walls, gaps in joinery and white deposits on the walls – all are completely normal in new homes and may occur regardless of the measures you take to ensure they do not. However, you can certainly reduce the chance of this happening by following the steps outlined in this section.
As drying out progresses and the home is lived in and heated, the building materials shrink, which may cause small cracks to appear. These are not structural defects and can be filled and covered in the normal process of periodic redecoration. Some may recur to a reduced extent. Such minor cracks are inevitable.
If you plan to redecorate, we recommend waiting until the drying-out process is complete, approximately 12 months, as paint applied too soon may crack as the moisture from construction evaporates. We cannot be held responsible for damage to decorations that have been applied too soon. Please refrain from wallpapering during the first 12 months. This allows us to carry out the check and monitor any drying-out cracks from the build.
A consequence of drying out may be the appearance of a white deposit on walls, called ‘efflorescence’. This is caused by natural salts of the wall materials, which is quite normal. It is not harmful and usually disappears over time. If efflorescence occurs on internal walls, it can be wiped or brushed away. If efflorescence persists internally, it could indicate a water leak; in this case, you should contact our Customer Contact Team within the first year of the defect liability period.
Damp-proof courses, air bricks and other ventilators
The soil level around your home should be kept around 150mm or two brick courses below the damp-proof course. Paths should also generally be kept at this level, except where they have been designed to provide level access into the home. Please ask us to show you if you are unsure where the damp-proof course is. It is usually indicated by black rubber matting, which can be seen between the bricks, about 150mm above the ground outside the building.
Please note that your newly laid lawn will require a period of maturity, dependent on the season of the year in which you have taken occupation. Generally, we recommend careful use of the garden for at least 3-6 months after it has been turfed.
When you first move in, please make sure you regularly water the lawn until it is established; you are also responsible for the rear but also for weeding and looking after the section in front of your home (this may vary). Do not walk on any freshly laid turf for the first 6 weeks. If there is any water logging within 3m of the structure, then this defect should be reported to the Customer Contact Team within the defect liability period. Sometimes you may have to fork the garden to assist the water to seep away as the ground does become compacted during construction.
A sloped garden will require a longer period to mature, and care must be taken when maintaining such areas.
The following points are particularly important for careful maintenance of the lawn when you first move in:
• during summer and autumn, please ensure your lawn is watered during dry periods, preferably in the evening
• during winter and spring, the lawn may feel spongier underfoot. If you are moving in during the winter, you may need to allow longer than 6 months for the lawn to mature.
Please note that landscaping on your home's development has been carried out following the approved landscaping scheme, which forms part of the agreed planning permission. Further permission may thus be required before significant alterations to the landscaping scheme can be carried out. Please do not remove any planted trees, as these are often part of the planting scheme agreed upon with planning.
Trees - please do not plant any trees without express permission from us.
Please request permission from your housing officer before making any permanent changes to your gardens or the property.
If you have moved into a new build property and have an issue within the defect liability period, please report it to us NOT the contractor or builder. This means that we can monitor progress and make sure the repair is completed. In new build properties, flooring is provided in both the kitchen and any bathrooms (please do not remove this for 12 months).
Decorating and carpeting your new home
If you have moved into a new build property, please do not wallpaper during the first 12 months. This allows us to carry out the check and monitor any drying-out cracks in the build.
If you wish to paint, we recommend a water-based paint as this will allow your new home to continue to dry out. However, we recommend you wait at least 12 months to decorate your home.
During the first 12 months of a new build property, please do not carry out any major alterations/removal of fixtures, changes to electrics or plumbing, as this could void the warranty on the property.
During the first 12 months defect period please report any drainage issues/toilet issues to us - bearing in mind the guidance below.
No alterations, removal of fixtures can take place within the first 12 months as this may invalidate any warranty on the property.
If you have moved into a new-build property, storing items in the loft may invalidate the warranty insurance if it leads to a structural fault within this space. You are not to store items in the loft.
If you have moved into a new-build property, you must not fix a TV, pictures or mirrors to the wall for the first 12 months. Some properties have a specific pattress built into the wall for a wall-mounted TV to be fitted to, your housing officer will let you know if this is the case with your new home.
Shared ownership - the new shared owner is responsible for the annual gas service of the boiler when it comes around for its first service.
Laying laminate flooring in a ‘new build’ requires careful subfloor preparation and following the manufacturer’s installation guidance. It is crucial to ensure the concrete subfloor is level, clean, and dry; your floor fitter will check this for you. Laminate floors normally require screed or underlayment, and if missing, your laminate can become warped, harming its overall integrity.
Get help from our friendly Customer Contact Team.
