Rights and responsibilities - what you can expect from us and what we expect from you

Your rights and responsibilities

At a basic level, we give you a service because you pay us for it. In reality, it’s more than that. We have a complex, wide-ranging relationship where you expect things from us, and we expect things from you in return.

It’s a partnership that’s designed to be open and fair. And if we both keep to the bargain, we should both be satisfied with the deal.


Here are some of your main rights and responsibilities. The full list is in your lease and tenancy agreements.

What to expect from us

  • You have the right to live in your home as long as the lease lasts
  • We’ll do repairs to structural parts of the building, such as the roof  (flats only)
  • We’ll look after and regularly clean any shared areas, such as staircases and corridors (unless this service is provided by a management company)
  • We’ll look after communal areas outside the buildings, including making sure the area is clean and well lit (unless this service is provided by a management company or the council)
  • We’ll let you know of any maintenance work or repairs planned to the shared areas 
  • If work needs to be done that you have to pay for as part of your service charges (as mentioned in your leaseholder agreement) we’ll give you estimates and actual costs
  • We’ll keep all our other commitments in your lease


What we expect from you

  • You’ll need to pay - on time and in full - any rent, insurance, ground rent, service charges and any other costs that are included in your lease
  • You need to arrange to have a safety check on your gas boiler (and any other gas appliances you may have) every year
  • To keep your home and garden area in good condition and keep shared areas clear of your personal things
  • You’ll solve any problems with neighbours yourself, or involve other teams, such as the police or the council, if you think laws have been broken. We can give you advice on this if you need it
  • You’ll arrange for your own repairs to be done. You’re usually responsible for all the repairs inside your home. The full list is explained in your lease
  • You’ll keep all of your other commitments in your lease

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. And you might have to wait.

Get in touch