The Fair Deal

New tenant rights and responsibilities

These are the terms of our relationship with you as a new tenant. They make up what we call our ‘Fair Deal’, and we developed it with customers and staff to make sure it is respectful on both sides. When we both stick to our parts of the deal, we both enjoy its benefits.

Before you become a tenant

While you are waiting to sign your tenancy agreement, we expect you to …

  • Arrange to pay your first months’ rent in advance
  • Set up a bank account if you don’t already have one (we can help with this)
  • Attend a ‘tenancy ready’ workshop if we ask you to
  • Demonstrate you can afford to live in a SHA home
  • Arrange to pay your rent by direct debit

Moving in

When you have signed your tenancy agreement, we expect you to …

  • Move in immediately

Living in your home

We expect you to …

  • Keep your home in good condition
  • Keep communal areas clean and tidy

Paying your rent and other charges

We expect you to …

  • Pay rent in advance (If you cannot pay in advance, we expect you to pay an agreed extra amount on top of your rent until your account is one month in credit)
  • Pay rent by direct debit, online or over the phone
  • Pay in advance for any rechargeable repairs we carry out for you

Reporting issues to us

We expect you to …

  • Use our website to report any day-to-day repairs you need or report anti-social behaviour problems that are not emergencies
  • Report other issues to the appropriate agencies – such as your local council if you have problems with rubbish collections, or your supplier if you have problems with your gas, electric or water supply

Contacting us

When you contact us, we expect you to …

  • Understand that we will check your rent account and discuss any issues with your rent before we deal with your other queries

Respecting people

We expect you to …

  • Treat other customers and staff with respect
  • Not cause a nuisance or annoyance to your neighbours

Let us do our job

We expect you to …

  • Let us into your home when we, our contractors or gas servicing engineers need to come in to service your gas boiler. This is something we have to do every year by law.
  • A good quality home
  • A tenancy for life (if this matches the purpose of the home you are renting)
  • We will make sure that both you and our staff clearly understand rights, responsibilities and expectations
  • An effective repairs service and ongoing programme of improvements
  • Out-of-hours services for reporting emergency repairs
  • Support when you need it
  • A housing officer and income officer whose name you will know
  • A range of convenient ways to contact us
  • Support when you move into a SHA home
  • Good value rent and service charge
  • Help to move if your circumstances change
  • Help finding and using other services which can help you resolve disputes
We know that the vast majority of you will be more than happy to comply with the Fair Deal – after all, a lot of you got involved and helped us to put it together. At the same time, you also agreed that if customers do not comply, there should be consequences.

If you do not stick to your side of the Fair Deal, we may:

  • Not give you any rent, service charge or utility charge refunds
  • Not give you any help with decorating
  • Postpone any planned maintenance works you are due to have – such as a new kitchen or bathroom
  • Not authorise any rechargeable repairs
  • Not allow you to transfer if you wish to
  • Not give you opportunities to take up training and courses in the Live and Learn customer programme
  • Not carry out some maintenance jobs when you report repairs