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Help for residents
Your council has placed you in a home we look after. Here is what to expect and who to contact.
In an emergency
- Emergency repair (no heating in winter, no water, a big leak, a door or window that will not lock): call 07956 365266, 24 hours a day.
- If you smell gas: do not use switches or flames, open the windows, leave the home and call the National Gas Emergency Service on 0800 111 999. Then call us.
- Fire: get everyone out, stay out and call 999.
- No heating or water and you need extra help? Tell your council caseworker as well.
When you arrive
- We show you around the home.
- We show you where the smoke alarms and carbon monoxide alarms are.
- We show you how to turn off the water, gas and electricity.
- You get a copy of your Occupancy Agreement and the House Rules.
- You get our phone number and email addresses.
Please tell us straight away if something is broken or missing.
Report a repair
Email [email protected]. Tell us your address, what the problem is and when it started. Add a photo if you can.
| Type | How quickly |
|---|---|
| Emergency | We attend within 24 hours |
| Urgent | Fixed within 5 working days |
| Routine | Fixed within 28 days |
House rules, short version
The full rules come with your Occupancy Agreement.
Staying safe
- Never cover alarms or take out the batteries.
- Keep hallways and exits clear.
- No candles, portable gas heaters or barbecues indoors.
- No smoking or vaping inside.
Neighbours
- Keep noise low between 11pm and 7am.
- Treat neighbours, staff and contractors with respect.
Visitors
- Visitors are welcome in the day.
- Overnight visitors only if your council agrees.
- You are responsible for your visitors.
Looking after the home
- Keep it clean and tell us about problems early.
- Do not change the locks, decorate or drill.
- No pets unless agreed in writing. Assistance dogs are always allowed.
Damp and mould
- Open a window or use the fan when you cook, shower or dry clothes.
- Wipe water off windows in the morning.
- Leave a small gap between furniture and walls.
- If you see damp or mould, tell us and send a photo to [email protected]. It is not your fault, and we will look into it.
Your information
We keep information about you safe and use it only to manage your stay. To ask what we hold, email [email protected]. Read our privacy notice.
Making a complaint
- Email [email protected] or call 07956 365266 and tell us what went wrong. We acknowledge it within 3 working days and send a full reply within 10 working days.
- If you are unhappy with our reply, ask for a review by our director. Our complaints procedure explains how. You can also contact your council caseworker at any time.
- If you are unhappy with how the council dealt with it, you can complain to the Local Government and Social Care Ombudsman about the council.
Making a complaint will never affect your placement. Read our full complaints procedure.
Other languages and formats
We can give you this information in another language, in large print or read aloud. Email [email protected] or call 07956 365266.