Rights and responsibilities

What we should expect from one another. A good relationship is built on respect, trust and understanding. And we want to have a great relationship with you.

Your rights and responsibilities

On these pages, you’ll find out what you can expect from us, and what we expect from you in return.

Your rights and responsibilities change depending on the kind of contract or arrangement (the tenancy or lease) you have with us.

 Click on the links below to find the one that matches the contract we have.

Social and affordable

Rights and responsibilities for social and affordable rent homes


Rights and responsibilities for leasehold homes

Shared ownership

Rights and responsibilities for shared ownership homes

Int. market rent

Rights and responsibilities for intermediate market rent homes

Market rent

Rights and responsibilities for market rent homes

All our customers should also expect to be treated fairly by us

And we’ll do our best

  • We’re determined to give you excellent customer service. But we understand not everyone’s the same and we need to be flexible to make this happen
  • We want to get to know you and understand what you need and how you’d like to deal with us. This sometimes takes some time. But we’ll get there
  • We’ll be fair, honest, transparent and professional
  • We’re always looking for ways we can get better
  • We’re interested in your opinions on what we do well and where we could get better
  • We’ll always try to help, as quickly as we can
  • We’ll hold our hands up if something goes wrong or we make a mistake. And we’ll work with you to fix it (in keeping with our complaints policy). We hope you’ll be as honest too
  • The information we give you (when we speak to you or in writing) will:
  1. Be everything we know, accurate (as far as we know it) and truthful
  2. Be in easy-to-understand language and in an easy-to-understand way
  • We’ll make it easy for you to contact us
  • We’ll normally suggest you try to contact us online because it’s often the quickest and easiest way
  • And more and more we’ll give you the chance to do things yourself (such as pay your rent online and check statements) but we’ll be here to help if you need more information or advice


Please get in touch if there’s anything we can help you with.

Contact us

Still looking for help?

Doing things online is normally the quickest and easiest way, but we know it’s not always the best way for everyone. You can phone us on 0800 652 0898 (our phone lines are open 8.30am to 5pm Monday to Thursday and 8.30am to 4.30pm on Friday). Remember, the phones do get really busy.