Once you’ve moved in

We notify the gas, electricity and water suppliers and the council when you move in, and provide meter readings where available. Please check your accounts and opening readings, and arrange payment of bills you are responsible for under your tenancy.

We protect your deposit with the Tenancy Deposit Scheme (TDS). We share the details needed to register it and give you the scheme information and prescribed information.

Your tenancy documents are available in PropertyFile. You can sign in on your phone or computer whenever you need them.

Report a repair through PropertyFile 24 hours a day. For an urgent problem, call 01254 449034. Our phones are open 8am–10pm, seven days a week. Outside these hours, call the same number and press option 3 for urgent repairs.

We normally arrange an inspection every 3–6 months. We will contact you in advance and give at least 24 hours’ notice for routine visits, arranging a reasonable time. An emergency is different.

Tell us as early as possible. Rent is a priority debt. If payments are not kept up, your home could be at risk through the legal possession process.

Seek free, independent advice early from StepChange or your local council, especially if you may lose your home.

Where benefit rules allow and rent has fallen into arrears, we may ask the benefit provider to pay rent directly to the landlord or make arrears deductions. The provider decides whether a request is approved.

Most private tenancies now continue month to month. Your tenancy agreement and the current rules explain your specific arrangements.

Give written notice of at least two months, normally ending on a rent due date or the day before. A shorter period may be agreed with the landlord in writing. Please contact us before making plans so we can check your tenancy dates.

Call the office for a replacement. You may be charged the reasonable, evidenced replacement cost if your tenancy terms allow it.

Tell us before someone moves in or a named tenant needs to be added or removed. We must take the landlord’s instructions for an agreed tenancy change. For a change you request, the permitted fee is up to £50, or higher reasonable costs if we can evidence them.

If you have a pet or would like one to live with you, make a written request with details of the pet. We will pass it to the landlord and respond in writing within the required time. A request must be considered reasonably.

Please tell us whenever your phone number or other contact details change, so we can reach you about the property, repairs and documents.