Rented customer handbook
This means... We’ll guarantee your home meets all fire safety standards and contains a working smoke alarm We’ll make sure gas and electric safety checks are carried out in the required timeframe – it's your responsibility to allow us access to carry out these checks We'll make sure your home is secure and all external doors fully meet the relevant British Standards For leasehold and shared ownership customers it means... We will make sure that your buildings, grounds and communal facilities are safe We will give you advance notice before carrying out non-emergency safety checks We will tell you about what we find and any major works we need to carry out as a result
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A guide to living in your Home Group home
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Staying safe
We know our customers know their communities and neighbourhoods best. And they’re not just words. We’ve been achieving some great things alongside you and your communities. Have a read below to find out more.
Provide a safe place to live Making sure you feel safe at home is our top priority
Deliver a reliable repairs service Meeting standards for repairs
Care about you Caring people who make a difference
Help communities grow Helping local communities thrive
Tell you where your money goes Making it clear how your rent and service charges are spent
Work together with customers and partners Improving services and opportunities
At Home Group, customers and communities really are at the heart of everything we do. We’re a social enterprise and a charity, and one of the UK’s largest providers of high quality homes and integrated housing, health and social care This guide will give you important details about your home, tenancy and responsibilities while living with us, as well as handy tips on how to look after and stay safe in your home. Remember if you have any questions or concerns, we’re here to help. From maintenance and health and safety, to housing management and financial inclusion – we have trained teams across the UK, and all our colleagues work together to help us keep our customer promise to you. We hope you have many happy years with us and enjoy your home!
Living in your Home Group home
This means... We will attend emergency repairs within six hours and aim to make things safe within 24 hours. If more work is needed after the emergency visit, we will book a follow-on routine repair If a repair is deemed as an emergency hazard under Awaab's Law and we cannot make things safe within 24 hours, we will offer and arrange suitable alternative accommodation until your home can be made safe For non-emergency issues or follow-on work. We aim to complete all other repairs within 28 days Sometimes, we may need to order specialist parts or materials, which means things can take a bit longer. When this happens, we aim to complete the repair within 56 days We’ll keep you updated on the status of your repairs and maintenance work and share all relevant information For leasehold and shared ownership customers it means... We will make sure all maintenance is carried out to the standard we set and we will hold our contractor partners to account We tell you in advance if work is needed and provide clear information and timescales We will make sure any defects to new build properties are completed in an agreed timescale and we will carry out a defect call with you within two weeks of you moving into your new property
This means... We’ll make our complaints process easy to access and simple to understand We’ll make sure our colleagues have the relevant up to date skills and training We’ll recruit caring colleagues who understand their customers’ individual needs and can offer the support needed For leasehold and shared ownership customers it means... We will give you a clear point of contact and they will introduce themselves to you We will be open and honest in all our communication with you We will recruit caring and competent staff We will make sure that customers are central to the decisions that we make We will make our complaints process easy to access and simple to understand
This means... We'll make local investment to support communities to thrive We’ll carry out inspections to make sure your neighbourhood or service is clean and tidy We'll take strong action where anti-social behaviour happens and work closely with partners to tackle incidents For leasehold and shared ownership customers it means... We will help you to form your own communities and resident associations, and we can offer support and advice where you for ask it, or where there’s a safety concern We will work with you to improve and enhance the safety of your community We’ll take strong action where anti-social behaviour happens and work closely with partners to tackle incidents
This means... We’ll tell you how your rent and service charges are calculated each year We’ll tell you how and why we make decisions on large projects and spend from head office We’ll tell you how and why we spend money on your home and community For leasehold and shared ownership customers it means... We will provide you with clear, consistent, transparent and up-to-date information on your accounts, service charges and buildings funds We will explain how we spend your money and let you know if there are any changes to the charges you pay We will make it possible for you to nominate and use local contractors
This means... We’ll help you contact agencies who can offer specialist advice, such as the police, charities and your council We’ll work with partner organisations to offer you full support We’ll work with you to receive feedback and improve our services For leasehold and shared ownership customers it means... We will work in partnership with you and involve you in decision-making We will keep you informed and updated We can signpost you to local services if that’s something you wish
Using the Home Group website Our website makes it quick and easy to manage your home online and saves you from having to pick up the phone. You can use the Home Group website to: Report a repair Report anti-social behaviour Find answers and advice Sign up to My Home Account – where you can manage your details, payments and repairs all in one place
Ready to get started with My Home Account? Join more than 20,000 customers already using My Home Account to manage their details, make payments and report repairs, all in one place.
Getting started takes only a few minutes Have your email address and customer reference number or postcode ready Visit My Home Account using your laptop, tablet or mobile phone Follow the simple steps to create your account
Home Group Limited (charitable registered society No: 22981R). Information included is correct at the time of publishing (November 2026). Stories and views expressed are those of contributors and may not necessarily reflect the views of Home Group.
Living in your neighbourhood
Getting involved
Moving on
If you have a question or need to chat to us about anything, there’s lots of ways you can get in touch: Speak to your housing manager Speak to us on live chat Fill in a contact form Call our customer service centre on 0345 141 4663 Our customer service centre is open: Monday – Friday: 8am – 6pm Weekends: Closed Emergency repairs can be reported at any time and calls are charged at local rate.
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Starter tenancy: This is more of a trial or ‘probationary’ tenancy. It is very similar to an assured customer tenancy but we could choose to end the tenancy without having to go to court – don’t worry though, we’d only do that as a last resort if you break the terms of your tenancy agreement. If you stick to the terms, then your agreement gets changed to a full assured tenancy after 12 months.
Assured and secure tenancy: This type of tenancy is pretty much permanent as long as you live in your property as your main home, keep to the terms of your tenancy agreement and pay your rent on time – secure tenancies aren’t offered to new customers.
Joint tenancy: If more than one person signs the agreement, this is called a joint tenancy. Both customers have equal rights and responsibilities for the property. For example, if one person fails to pay the rent and moves out, the person remaining in the property is still responsible for the debt. Please note that court action may be taken against both customers, as everyone who signs a joint tenancy agreement is jointly responsible for all tenancy-related charges, including rent arrears.
Equitable tenancy: This means your tenancy is held ‘in trust’ until you turn 18. After your 18th birthday, your tenancy will change to a different agreement, such as the other ones listed.
Fixed term tenancy: In some areas, we can offer what is known as a fixed term tenancy – these are just for new customers and last for a minimum of five years, as long as you keep to the terms of your agreement. After five years, we generally just renew the agreement. We’d only have to ask you to leave if your home if it’s no longer suitable because there’s been a significant change in your circumstances since you first moved in (for example, a smaller home might now be a better fit for you).
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Assured shorthold tenancy: This is the most common type of tenancy if you rent from a private landlord or letting agent in England.
We are phasing out fixed term, starter and assured shorthold tenancies in line with implementation of the Renters’ Rights Act 2025. If you currently have one of these tenancies, we’ll let you know nearer the time when things are changing and what this will mean for you.
There are different tenancy types:
What happens if I breach my tenancy agreement? A breach is doing anything that goes against what you’ve agreed to do in the tenancy agreement. If you do break the agreement, we might be forced to take legal action, and you run the risk of being evicted from your home. This is an absolute last resort, and we’ll always make every effort to work with you to resolve the situation before this stage. Luckily, it’s very rare that anything like this happens. We think our policies are fair and would rather help our customers than see them in any trouble. If you’re worried in any way that you might be about to breach your agreement, please contact us and one of our team will be happy to have a chat with you. What if Home Group doesn’t meet my expectations? If you’re not happy with something we’ve done or don’t think we’re living up to our customer promise, you can get in touch to give us some feedback or make a complaint. You can find out more about our complaints process on our website.
The money we get from rent payments is used to fund the services we provide. Without it, we can’t do what we do. So, for us to be able to keep helping people, it’s really important that we get rent charges right. We reinvest the rent that you pay by delivering on our customer promise, supporting our communities and maintaining and improving our homes. Your rent will be charged either weekly or monthly and is reviewed on an annual basis. How will I find out about changes to my rent? Don’t worry, we’ll always send you a letter before any changes happen, so you have plenty of time to prepare. We’re legally required to tell you if your rent is going to increase, but we’ll also send you a letter if it reduces too, so that you’re always kept up to date. Your new rent amount and how it’s been worked out will be explained in the letter you receive.
On My Home Account you can:
Sign up for My Home Account You can also make a payment over the phone, by calling our customer service centre on 0345 141 4663.
The quickest and easiest way to make a payment is online by signing up to My Home Account, our safe and secure digital account system.
Ways to pay
Before you move into a Home Group home, you'll sign a tenancy agreement. This is a legal document that explains our responsibilities as your landlord, the services we'll provide, and your rights and responsibilities as a customer. Please keep it safe.
Service charges You might need to pay towards other services as part of your rent payment. This is called a service charge and will cover the cost of the services we provide to help keep your home and surrounding area in top condition. Your tenancy agreement will tell you what exactly your service charge will cover, but in general it might include: Gardening and grass cutting in communal (shared) gardens Cleaning communal (shared) areas, stairs and car parks Lighting communal (shared) areas Maintaining door entry systems and other safety features Window cleaning in communal (shared) areas Maintaining communal (shared) lifts so they’re clean and working properly Litter picking in the communal (shared) areas or outside A management fee (to cover the cost of administering the services provided) We review your service charge every year. If the amount you pay changes, we’ll always send you a letter to let you know first.
View your payment history and account balance Set up and manage regular payments with a direct debit Make secure card payments
How can the Financial Inclusion team help On average, our financial inclusion team help customers increase their income by over £5,000 a year. They support thousands of customers each year and can provide advice specific to your circumstances. They can provide expert advice on: Claiming benefits Budgeting and saving Filling in forms Universal Credit journal updates Help and support applying for grants and funding You can have a one-off chat with them or arrange regular catch ups to help keep on top of things.
There are lots of ways you can ask for a referral to the financial inclusion team: Speak to your housing manager Speak to us on live chat Call our customer service centre on 0345 141 4663
Excellent service, I retired last year was helped by the inclusion team my inclusion officer's name was Lucy. She helped me with my state pension also encouraged and helped me to claim pension credits and pip as have heart disease can’t praise the service enough and Lucy personally for her kindness and support. Home Group customer
Connect for Help They offer free energy and money saving advice in England. They can also give you guidance if your home has been fitted with an air source heat pump or solar panels. Phone: 0800 029 4548 connectforhelp.org.uk
As well as the financial inclusion team here at Home Group, there are lots of other places where you can find support and guidance if you’re worried about money.
Other organisations that could help
Citizens Advice They help people with a range of issues, including money worries, by providing free, independent and confidential advice. Phone: 0800 144 8848 citizensadvice.org.uk
MoneyHelper Set up by the government, they help you manage your money better by giving free, unbiased money advice. moneyhelper.org.uk
If you’re struggling with money, we’re here to help you get back on track. Our financial inclusion team can give customers free, one to one support on all money matters.
We’re here to help
Whether you’re looking for help with rising costs, improving your home’s energy efficiency, or support with everyday essentials, Lightning Reach can help you explore what’s available. The portal connects users with over 2,500 schemes from charities, local organisations and national providers across the UK. Lightning Reach may not list every support scheme available, but it can help you explore a wide range of options. The platform provides clear, simple information to help you understand which options may be suitable for you. Each organisation offering support has its own eligibility criteria and timescales, so some results may fit your situation better than others. We encourage you to get your own financial advice if there is anything you are unsure about. Decisions about support are made by the organisations offering each scheme, not by us. We can support you to access the platform and help you to submit applications, but we cannot provide financial, tax or legal advice about the support available. It is important that you consider your own circumstances when deciding whether to apply for or accept any support identified through the platform.
The tool is designed to help you explore your options at your own pace, so you can make informed choices about what works for you.
Contact Lightning Reach If you have any technical difficulties while using the portal, you can contact the Lightning Reach team directly at Email: hello@lightningreach.org Website: lightningreach.org
When accessing their services, Lightning Reach will collect data directly from you. We will receive anonymous reporting about people using our link. You can access Lightning Reach’s services directly, if you would prefer.
We’ve engaged with Lightning Reach to help you see what financial support you may be eligible for. Lightning Reach is a free, online portal that brings together information on a wide range of grants, schemes and other assistance in one easy to use place.
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Structural Home Group’s responsibilities: Ceilings Damp-proof course Floors Skirting boards Stairs Walls Brickwork Chimneys Flashing Handrails Render Roof Balustrade What are my responsibilities? Minor plastering to repair a small crack
If something goes wrong in your home and you need to report a repair, we’ll do everything we can to get it sorted as quickly as possible. But if the repair isn’t our responsibility, we’ll need to ask you to cover the cost. This is known as a rechargeable repair.
Below you can see examples of repair responsibilities, but always remember to check your tenancy agreement for full details.
You can find more answers and advice about repairs on our website
Aside from when you’ve reported a repair, there are a few other reasons why we might need to access your home. Safety checks include routine fire, gas, and electrical safety checks, which are a legal requirement. Maintenance surveys may be carried out to check if we need to make any improvements to your home. Settling in visits might also take place, where your housing manager checks in to see how you’re finding your home when you first move in. You should always receive notice from us if we do need to access your home, and we’ll always try our best to arrange an appointment time that suits you. If you’re not sure why a repairs contractor or Home Group colleague is at your home, you can call us on 0345 141 4663. Insurance Home Group organises buildings insurance which covers the cost of repairing damage to the structure of your home. Home Group doesn’t insure any items belonging to you or any damage caused to the property by you, accidental or otherwise. You should protect the contents of your home by taking out a home contents insurance policy.
How to look after a boiler How to deal with frozen pipes How to prevent condensation and mould How to bleed a radiator How to fix a dripping tap
Take a look at homegroup.org.uk/diy
We have repairs advice and handy how to guides on our website, this includes:
Did you know?
Garden Home Group’s responsibilities: Brick and concrete sheds provided by us CCTV Downpipes (rain and soil) Fences between gardens (in Home Group’s ownership) Footpaths Gates Graffiti Gutters Loose or missing flashing Manholes and drains Outside decoration Outside woodwork Posts and wires that are Home Group boundaries Steps to entrances Trees in communal areas not adopted by a local authority What are my responsibilities: Cutting grass, hedges or shrubs within your property Sheds Trees within your garden Washing lines or rotary dryers
General Home Group’s responsibilities: Ceiling hatch Communal lighting Emergency lighting Entry phones Fire extinguishers Gas appliances Lifts Refuse chutes What are my responsibilities: Cleaning and replacing carpets and flooring Door furniture including cupboard doors (if installed by you) Floor tiles and floor finishes Rubbish disposal Wardrobe
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Electrical Home Group’s responsibilities: Electrical wiring Fuse boxes Fuses in circuit breakers and fused spurs Wall sockets Washing machine fittings provided by us What are my responsibilities? For your safety, electrical repairs must always be carried out by someone qualified to do so Domestic appliances such as cookers, freezers, fridges and washing machines (unless provided by Home Group and specifically referenced in your tenancy agreements) Replacing light bulbs TV aerials (this might be different if it’s in a communal area) TV and telephone outlet points
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Plumbing and heating Home Group’s responsibilities: Banging pipes Chimney and flues Chimney sweeping Coal bunker if you have solid-fuel heating Domestic cold-water supply Electric storage system Electric warm-air system Fireplace tiles Gas-fired system with radiators Gas-fired warm-air system Smoke detectors Solid-fuel system Tiles loose or broken around the fire
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Bathroom Home Group’s responsibilities: Baths and showers Sinks Some fixtures and fittings Taps Tiles fitted by us Toilet What are my responsibilities: Bath and sink plugs or chains Clearing blockages caused by misuse to baths, sinks and basins Shower curtains or rails Toilet roll holders Toilet seats
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Kitchen Home Group’s responsibilities: Cooker sockets Drawers Electric cookers provided by us Extractor fans Kitchen units fitted by us Plinths Sink bowls and drainers Tiled splashbacks fitted by us Worktops Units
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Windows and doors Home Group’s responsibilities: All locks fitted by us Door chains fitted by us Door entry systems Doorbells fitted by us External doors Handles and latches to internal doors Internal doors Replacing glass in doors and screens caused by criminal damage Window frames and fittings What are my responsibilities: Curtain tracks or battens Doorbells and alarms (if installed by you) Hasps, padlocks or door locks (if installed by you) Internal doors, finishes and fittings damaged by misuse or neglect Replacing glass in doors and screens (unless due to criminal damage) Replacing or cutting new door keys Wilful property damage
Remember all our repairs contractors and Home Group colleagues carry ID, so please do ask to see this before letting someone into your home.
An emergency repair is something that poses an immediate risk to your health, safety or security. Here are some examples of emergency repairs: Total loss of electricity, water or gas Partial loss of power, such as no lights or no drinking water A serious plumbing or gas leak A serious roof leak or major structural failure Your heating breaks down in winter, and a member of your household is elderly, disabled, chronically sick, or you have children under the age of five Your hot water stops working and a member of your household’s health relies on regular bathing, or you have children under the age of five You only have one toilet, and you can’t use it You need to secure your home following an incident of racial harassment, fire, domestic violence, police activity or if the property becomes empty Any other repair that puts you or others around you in danger
What is an emergency repair?
You can report a repair to us: You can report a repair online On the phone by calling 0345 141 4663 Our repairs partners should attend your home within six hours to assess an emergency repair and will aim to complete the repair within 24 hours. Our repairs partners aim to complete routine, non-emergency repairs in 28 days. You can also check the status of any repair you report on My Home Account
How do I report a repair?
Always report emergency repairs by phone so we can help you quicker. If your repair is not an emergency, please don’t exaggerate your repair to get a quicker response. If you do, we might have to charge you for the cost of an emergency call out.
Over the course of your tenancy, repairs may need to be carried out in your home. To make sure your repair is dealt with as quickly and smoothly as possible, it’s important you know if the repair is our responsibility or yours.
Can I make changes to my home? In most cases we’ll be happy for you to paint, decorate and do some minor DIY in your home, but you’ll need to check with us first before you start any work. You don’t normally need permission for internal painting or decorating but check your tenancy agreement and contact us if you’re not sure. However, you will need permission to install CCTV or any type of recording device, such as a video doorbell. If you want to install a key safe outside your home (for carers or family members) please let us know. You will also need to contact your home insurance company as this may have implications for your policy. Once you contact us and have asked for our permission, we’ll come back to you within 28 days, sometimes sooner. If we think we’ll need a little longer to assess your application and make a decision, then we’ll send an interim reply during that time. Please don’t start any work on your home until we’ve said yes. If you do, you might put your tenancy at risk, or we may have to recharge you for any repairs to reverse the work. If we give permission, we will usually expect any works to be completed within 12 weeks – please talk to us if you think the work might take longer. If we say no, we’ll always give a reason why. If you’re unhappy with our decision, you’ll have the opportunity to appeal. Please note, we don’t normally allow changes to be made in communal (shared) areas.
We want you to be able to enjoy your home and live comfortably. If you find it difficult to access parts of your home, we may be able to help make things easier for you. Before you request aids or adaptations to your home, you should first contact the social care team at your local authority. They’ll be able to help you work out which aid or adaptation would be best suited to your needs. The social care team will also be able to advise whether you need to be assessed by an occupational therapist. Occupational therapy assessments are provided free of charge. Once an assessment has been carried out, the occupational therapist may contact Home Group directly to request the adaptation. If not, you or a family member should contact us to make the request. Remember if you receive a reference code from your local authority you should let us know – we may use it if there’s anything we need to clarify with them at a later date. While we’ll always do our very best to provide the right aids and adaptations for you, there might be times when we can’t help. This could be due to costs or the specialist nature of any equipment you need. But don’t worry, if we can’t help for any reason we can discuss your housing options with you or point you in the direction of other organisations that could help. If you live in England, we might be able to fit some minor adaptations in your home, such as grab rails or lever taps without the need for a full occupational therapy assessment. However, all major adaptations will need to be supported by an occupational therapist.
Can I have a home adaptation?
We all want our house to feel like a home and sometimes that means putting your own stamp on things.
Fire safety It’s really important that we all have a fire safety plan and make sure everyone in our homes knows what to do should a fire breakout. We’ve pulled together some helpful reminders and tips to help keep you safe.
Gas safety Anyone who has gas appliances in their home is at risk if those appliances don’t work properly. If you notice anything odd about the gas appliances in your home and aren’t sure what to do, please get in touch with us straight away on 0345 141 4663.
Water safety We want to keep your home safe and sound. One way you can help us to do this is by being aware of water safety in your home.
Asbestos Did you know that many properties across the UK contain Asbestos? This naturally occurring fibre has excellent insulating and fireproofing properties, so up until 1999, it was added to various building materials.
Condensation and mould While condensation is usually nothing to worry about, it can sometimes lead to damp and mould growth if left for too long.
Electrical safety As part of our service to you, we’ll carry out a full electrical safety check in your home every five to ten years. But there are also things you can do to protect your home from the dangers of electricity.
In the kitchen Always test your smoke and carbon monoxide detectors once a week to make sure they’re working Keep cooking areas clear from flammable items like tea towels, oven gloves and food packaging Never leave pans unattended while cooking and avoid using chip pans Clean your oven and grill regularly – a build-up of fat and grease could cause a fire Remember to close your kitchen door if you’re going out or to bed; if a kitchen fire breaks out this can help buy you valuable escape time Overloading sockets Overloading a plug socket can also cause fires Check your electrical appliances are in good working order – if the wires are damaged or frayed don’t use them It’s advisable to unplug all items before you go out or go to bed Never overload plug sockets or plug one extension lead into another – remember appliances like washing machines should have a single plug to themselves as they’re high powered Glass ornaments and mirrors Think about where you are putting glass ornaments and mirrors – if they’re on windowsills or where they can catch the sun, they could cause fires – especially if they’re next to windows and curtains Candles and incense burners We recommend not to use candles in your home – but if you do, never leave burning candles unattended, keep them away from flammable objects and always put them out before going to bed Use candle holders and make sure the candle fits firmly inside to reduce the risk of them falling Keep them away from draughts, curtains, furniture, and anything else that can catch fire Lit candles of any sort on top of televisions or other plastic surfaces could burn through Keep candles out of the reach of children and pets. Never move a candle once it is lit. Use low-wattage mains or battery lights for children rather than candles Remember to blow out candles when leaving a room or going to bed
Other areas Never leave washing machines, tumble dryers or dishwashers running overnight Remember heaters should be kept well away from clothes, curtains, furniture and other flammable materials – make sure they’re switched off and unplugged before you go to bed Never use heaters to dry clothes Never use a BBQ indoors or on a balcony Smoking in your home Our general advice is not to smoke in your home, but if you do, always check it’s fully extinguished before leaving it Never smoke in bed – take extra care if you smoke when tired, taking prescription drugs that make you feel drowsy, or have been drinking If you smoke, always use a proper ashtray that can’t tip over Be careful if you use emollient creams – they can soak into clothing, bedding and dressings, leaving a flammable residue Cigarettes, cigars or pipes should not be left unattended – they can easily overbalance as they burn down Checks to carry out before you go to bed Closing all doors helps to prevent fire spreading Switching off and unplugging electrical items such as TVs and avoiding charging devices like mobile phones when you sleep are all precautions that help reduce the fire risk Make sure candles are out before you go to bed and check your cooker and heaters are turned off
Lots of local fire services offer free home visits where they’ll advise on fire safety and fit smoke alarms free of charge. Get in touch with your local fire service to find out more. You can also find more fire safety guidance on the government’s website gov.uk/government/collections/fire-safety-guidance
By law, Home Group has to inspect the gas appliances in your home every single year – this is part of our service to you. There are also steps you can take to keep your home as safe as possible: Make sure you know when your appliances were last checked by us – you should be given a copy of the Landlord’s Gas Safety Record when you first moved in Allow us access to your home as soon as your annual gas safety check is due If you don’t think you’ve had a gas check in the past year, please call us on 0345 141 4663 Try not to damage any of your gas appliances and only use them to do the jobs they’re supposed to do Don’t install or try to repair any gas appliances yourself – it’s really important that only Gas Safe registered engineers work on your gas appliances, and remember Home Group needs to give permission before you can make changes to your home Keep an eye out for any warning signs that your appliances aren’t working as they should – a slow yellow flame, suddenly seeing lots more condensation on your windows and yellow or brown markings or staining on and around gas appliances can all be signs that there’s something wrong – if you spot any of these, please call us straight away on 0345 141 4663 What should I do if I have a gas leak? Do get everyone out of your home as quickly as you can Do call the gas emergency line immediately on 0800 111 999 Do turn the gas supply off straight away Do open all doors and windows Do make sure you get checked out by a doctor Don’t smoke Don’t turn electrical switches on or off – just leave everything as it is
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Planning what to do if a fire breaks out in your home Whether you live in a house, block of flats or shared accommodation, it’s always helpful to have a plan or know what procedures to follow in the event of a fire or an emergency. Make sure any children or elderly people also know what to do. If you live in a flat, block or shared accommodation: Be familiar with your fire procedure for your block/ flat as these may vary depending on where you live Your front door is a fire door, and it plays a big part in keeping you and your neighbours safe. To make sure it works properly: Don’t make any changes to your fire door without speaking to your housing manager first. Even small alterations can affect how it performs in a fire Keep fire doors closed at all times – wedging them open stops them from doing their job We may need access now and again to check your flat entrance door is still in good condition and working as it should If you spot anything that looks damaged or not quite right, please report it so we can get it sorted Keep exits clear from clutter and obstructions Keep your door and window keys in a known and accessible place Think of a second escape route in case the first one is blocked If you have an emergency pendant, make sure you wear it and have it close by when you go to bed In a lone property: Plan an escape route and make sure everyone in the home knows this in the event of an emergency If a fire breaks out in your home, call 999 immediately
Smoke and carbon monoxide detectors Home Group will supply you with a smoke alarm and check this periodically, however it’s always a good idea to check weekly they are working or if the batteries need replacing. If there’s a problem with your alarm, please call our customer service centre on 0345 141 4663.
We want to keep your home safe and sound. One way you can help us to do this is by being aware of water safety in your home. What is legionella? Legionella bacteria is commonly found in many water sources. Hot and cold water systems in homes can be a potential source. Legionella bacteria can cause a form of pneumonia called Legionnaires’ disease, caused by the inhalation of small droplets of contaminated water. The bacteria doesn’t spread in drinking water or from person to person, and not everyone who comes into contact with the bacteria will become ill. Symptoms of Legionnaires’ are similar to the flu and include high temperature, fever and chills, cough, muscle pains and headache. If you’re worried you might have Legionnaires’ disease, you should contact your GP as soon as possible. If your doctor diagnoses Legionnaires’ disease, please call us on 0345 141 4663 to let us know immediately so we can check and, if necessary, treat your water system. What can I do to reduce the risk of legionella in my home? To reduce the risk, it’s really important that: Hot water in the system remains hot Cold water is kept cold The water in the system is circulated regularly To help with this, there are a few simple steps you can take: Your boiler or hot water system is set to heat water to 60ºc. Please don’t change this setting, as lower temperatures can provide better conditions for the bacteria to live and multiply. Beware of scalding at this temperature though, particularly if there are children in your home. If you think your hot water isn’t heating up correctly, please report a repair Use all your taps at least once a week – if you have taps which are used infrequently, it’s important to let them run regularly to keep the water circulating in the system Keep shower heads, hoses and taps clean and free from limescale and mould by descaling them every three months If your property has been empty for a while, you should flush the whole water system on your return – keep out of the way while this is being done to avoid any droplets: Slow run all your taps for at least five minutes Flush the toilet with the lid down Run the shower for at least five minutes, using both hot and cold water
You don’t need to be an electrician to do basic checks – checking the wires, keeping them away from water and not overloading sockets are simple things you can do in your home to keep things safe. Turn off electrical appliances when you’ve finished using them Check cables – if anything looks worn or loose, don’t use the item Don’t let the leads from your kettle, toaster or other kitchen appliances trail across your cooker If you see burn marks, sparks or your sockets feel hot, call us on 0345 141 4663 straight away and don’t use them until we’ve checked them over Test your smoke alarm regularly, just in case there’s an electrical fire Never use a bulb with a higher wattage than the light fitting says is safe Don’t run the cables from your appliances under carpets or rugs Never overload your sockets or adapters by plugging too many appliances into one place Defrost your fridge and freezer at least once a year Don’t leave your washing machine or tumble dryer on when you’re out of the house or overnight Check that your microwaves, fridges and freezers have enough space around them Never use water to put out an electrical fire Electrical safety checks Depending on the age of your wiring, property type and how much use it’s getting, we’ll carry out a full electrical safety check in your home every five years. We’ll come round and make sure your wiring, fuse board and electrical system are all in safe, working condition and provide you with a copy of the certificate. We keep a record of the last checks done and will get in touch to let you know when you’re due for the next one. Please help us to help you by making it easy for us to visit your home and complete our electrical safety checks as quickly as possible. Register your appliances for added safety For extra peace of mind, it’s a good idea to register your electrical appliances with the manufacturer. This will allow you to check for product recalls or safety repairs. Concerned about electrical safety in your home? If you’re worried about electrical safety in your home, or see burn marks, sparks or your sockets feel hot, call us on 0345 141 4663 as soon as possible. If you ever feel like there’s an immediate risk to your safety call 999 straight away. You can find more health and safety tips on our website You can find even more electrical safety advice on the Electrical Safety Council’s website electricalsafetyfirst.org.uk
Here are a few simple tips you can use to reduce condensation and mould in your home: Opening a window in the morning can help get rid of moist air and help dry out damp Wipe windows and walls daily of condensation to help avoid mould If you do get mould, use a mould cleaning product to remove it Keep lids on pans when cooking – this will prevent steam escaping and save energy too Tumble dryers can cause a build-up of condensation, try to vent them outside if you can Dry clothes outside when possible Set your heating to come on for longer at a lower temperature – this can help reduce condensation Use extractor fans if you have them in your bathroom or kitchen Sometimes, dampness and mould can be caused by an issue with your property, and we may need to carry out some maintenance. If you do see damp and mould and have tried the tips we’ve shared, but it’s not making a difference, please report it to us as a repair.
Materials containing asbestos don’t pose a serious risk to health if undisturbed. If they become disturbed, harmful asbestos fibres could be released. Building, decorating, and DIY activities can disturb or damage asbestos-containing materials. Drilling, sanding, and sawing could disturb asbestos fibres that could be inhaled. Inhalation of asbestos fibres can cause serious health-related issues. If you are undertaking any work or improvements to your home, you should inform us before starting. This way, we can check our records to ensure your safety. What should I do if I suspect there is asbestos in my home? You can’t tell if a material contains asbestos with the naked eye. If you’re unsure if a material contains asbestos or if you find or suspect any damaged asbestos in your home: Do not remove it Do not attempt to repair any damage yourself Do not brush or vacuum the affected area, as this will spread asbestos fibres into the air Contact us for advice on 0345 141 4663. Home Group asbestos management We are dedicated to managing asbestos containing materials in our homes. Before we start any work, we will conduct an asbestos survey. A survey will ensure that all customers and contractors remain safe during the work. We maintain an asbestos register. We can tell you if your property has asbestos-containing materials if it has been surveyed.
Keeping you safe is our top priority. But there are lots of things you can do to protect yourself, your family and your home too.
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Anti-social behaviour
We describe anti-social behaviour as something that causes alarm, fear or distress to others. This could be a neighbour causing a lot of noise, to more serious situations such as criminal damage, threats or acts of violence. We know how we deal with anti-social behaviour is important – as part of our customer promise, we’ve put together these commitments: We acknowledge reports of anti-social behaviour within one working day We prioritise reports of anti-social behaviour based on an assessment of risk. Timescales are: Personal – one working day Nuisance – three working days Environmental – ten working days Once we've assessed your case, we'll agree an action plan with you and keep you updated in a way that works for you. We'll use the appropriate legal powers available to help tackle anti-social behaviour and make sure our colleagues have the training they need to provide the best possible service. We're always looking for ways to prevent anti-social behaviour before it happens. If you're experiencing anti-social behaviour, we'll support you and may work with organisations such as the police or your local authority to help improve your quality of life.
Waste It’s your responsibility to properly dispose of your household waste. Remember household waste and recycling services can vary depending on where you live, and you should get in touch with your local authority to find out more about your local collection services. Disposal of larger items, such as unwanted furniture, is also your responsibility and should be arranged separately – either by visiting the local refuse and recycling centre, or by arranging for your local authority to collect them. If you don’t dispose of larger items or household waste correctly, the local authority may not collect your bins. If you leave any larger items in communal bin stores, directly outside your home or fly tip in other areas, Home Group may also need to recharge you the cost of the waste disposal through your rent account. If you’re worried about the cost of disposing of larger items, our financial inclusion team may be able to provide support, and some local councils may offer a reduced charge if you’re in receipt of benefits.
Anti-social behaviour definitions Definition of personal: either deliberately targeted at an individual or group or having an impact on an individual or group rather than the community at large Definition of nuisance: where the behaviour affects the local community in general rather than individual victims Definition of environmental: where the effects of anti-social behaviour have an impact on the natural, built and social environment
What is not considered anti-social behaviour? Some issues may disturb, annoy, or upset you, and this would be considered a neighbourhood management issue. A few examples of this include: Inconsiderate parking Day-to-day living noise Children playing
If it’s out of hours and not an emergency, you can also report the incident to the police by calling 101. Or if you think there’s an immediate risk to your own or someone else’s safety, always call 999. Remember you’re responsible for the behaviour of your pets, friends, family and visitors to your home.
If you are bothered by issues like this, the first thing to consider is how unreasonable your neighbour is being. It may be best to discuss the issue with family or friends before contacting us. If it’s persistent rather than a one-off incident, then it can become an anti-social behaviour issue and should be reported. You can find out more information on anti-social behaviour and neighbourhood management issues by visiting our website.
How can I report anti-social behaviour to Home Group? Tell your housing manager Report it online Call us on 0345 141 4663
Parking Car parking in your area might be restricted unless your home has its own driveway – remember you can’t guarantee a parking space unless one is specifically detailed in your tenancy agreement. Please don’t park commercial or heavy trade vehicles, caravans or boats in the parking areas or on the roads. In extreme cases, where parked or abandoned cars cause a nuisance, we might need to work with your local authority and the police or take legal action against the person responsible. This could lead to this person losing their vehicle or even their home.
Pests If you think you might have a pest infestation in your home, it’s important you take the right steps to deal with the problem. If the pest infestation is in your home or garden, please contact our team so we can investigate. Sometimes, we will raise an inspection for your infestation, which will require us to come to your home. In all cases, we will take responsibility for arranging the necessary action. If we arrange an inspection, we will confirm whose responsibility it is to deal with the pests. It could be ours or yours, depending on the circumstances. If the pest infestation is in a communal area; that’s places like hallways and shared gardens, please report it to us using our online repair tool. If the pest infestation has happened because of a structural problem in your home, such as gaps and cracks in the wall or floor, please report it to us. You can use our online report a repair tool to do this. Unfortunately, we can’t complete any repair works until the infestation has been dealt with first.
How can I prevent a pest infestation? We have lots of useful advice on our website on how to prevent pest infestations. Here are some simple things you can do to keep unwanted visitors like mice, rats, ants and wasps at bay: Don’t leave food or rubbish out Keep your bin lids shut Store your food in sealed containers Regularly check your pets for fleas Keep your home clean and tidy, especially the kitchen Vacuum your mattresses regularly
Here’s some useful info to remember while living in your neighbourhood.
By sharing your views, ideas and experiences, you can help shape the services you receive, influence the decisions we make and improve outcomes in your community. Customers who get involved have already helped us make meaningful changes, from improving services to strengthening trust and ensuring we focus on what matters most. Not everyone has extra time on their hands, but we’d love to hear from as many customers as we can! It could be a few minutes, hours or a full day if you want it to be. We want to understand what’s working well, what needs to be improved and what matters most in our communities.
Customers can get involved in many different ways:
Connect your community Pop-up events connecting you with local housing management and maintenance teams Working groups to support things like Tenant and Resident Associations (TRAs), local leaseholder groups, building safety, regeneration and retrofit, working in partnership to tackle anti-social behaviour (ASB), and digital or financial inclusion services Helping us review how well we're delivering our customer promise in your neighbourhood and local services
Help us to shape our services Work with us to build, deliver and review key services. For example, repairs, community development, communications and improving our digital services Supporting us with review sessions, for example, helping us learn key lessons from complaints and developing recommendations for improvement Completing our annual Tenant Satisfaction Measures (TSM) survey or quick digital feedback surveys throughout the year
Hold us to account Review performance, complaints handling and service standards against our customer promise
Represent Home Group and your community Attend external events, where you can share your lived experience and influence change. For example, at all party parliamentary groups, housing sector government consultations and more
Have your say online Share your views through surveys and other digital involvement opportunities. You can contribute at a time that suits you
Support, accessibility and inclusion We want involvement to be open and accessible to everyone. We provide: Training and support Payment of reasonable out-of-pocket expenses Different ways to get involved, online and in person A safe and respectful environment where we value all voices If you have specific needs or barriers to taking part, we’ll work with you to find the right option.
There are lots of ways for customers to share their thoughts and feedback with us. People who have been involved have told us it’s helped build their confidence and to feel more valued, as well as helping with mental health and wellbeing.
I really enjoy getting involved, especially doing promise assessments and I get the right support to do it, which is really important to me. Home Group customer
I want to move out. What do I need to do? If you decide you want to move out, you’ll need to get in touch with us first and complete some paperwork – this is called giving notice. We can’t officially accept it until we’ve received your notice in writing – please call our contact centre or speak to your housing manager to request a notice of termination of tenancy form to complete. How much notice is needed at the end of my tenancy? If you’re on a weekly tenancy, we need at least four weeks’ written notice. If you’re on a monthly contract tenancy, we need at least one month’s written notice. You’ll find the amount of notice you need to give in the tenancy agreement you signed when you moved in. Can I end my tenancy early? If you want to move out earlier than your notice period, you’ll need to speak to us. You have a right to feel happy and safe in your home and if you want to move out quickly we’d like to help where we can. We’ll discuss the circumstances with you, though in most cases you’ll need to give the same notice as per your tenancy agreement.
Make sure all of your utility bills are paid up to date and that you’ve told your suppliers the date that you’re moving (take a meter reading at the point you move out) Don’t forget to give us all copies of your keys – if you don’t, we’ll probably have to charge you for the cost of changing the locks, or we might even have to keep charging you rent until we have them back Leave your home in a tidy, empty and clean condition – everything should be put back to the way it was when you moved in, we’ll have been out to visit you to check if there are any repairs that need to be finished before you move out too, so please make sure they’re all done If we have to do any repairs which should’ve been your responsibility, we’ll have to charge you for the work If you’ve made improvements to your home with our permission, you may be entitled to some money back if you haven’t already claimed for this – please check with us if you’re not sure We’ll need you to leave us a forwarding address in case we need to send you anything or contact you in the future We’ll probably need to show some new people around your home while you’re still there, so we can let someone else move in when you leave – don’t worry, we’ll always be there to show them around and we’ll always pick a time that works for you Your rent still needs to be paid in full until the very end of your tenancy because the property is still yours until the end of the notice period – this does mean that if you suddenly stop paying, even if you’re leaving soon, we still might have to take legal action (if you leave and owe us money, other housing providers might not give you a home in the future too, but we’ll always try to work with you to avoid any action being taken)
Are there any rules I need to follow when moving out?
We know there are lots of different reasons why you might want to move out of your home, and we’re here to support you through the process of ending your tenancy.
