Our new Customer Guide

Starting a new tenancy can feel like a big step. Alongside settling into your new home, there’s often lots of information to take in about your tenancy, our services and the support available to you. 

That’s why we’ve created our new Customer Guide. 

It includes important information that customers need to know all in one place, making it easier to find answers and understand what help you can access.  

It covers a range of important topics, including: 

• Your tenancy responsibilities 
• Paying your rent 
• Reporting repairs 
• Support services 
• Getting involved in your neighbourhood 

Customers have helped shape the guide through consultation on Hive, our online customer portal. 

Their feedback helped make sure the information is clear, accessible and easy to understand. 

To make the guide as easy to use as possible, we’ve included different ways to access more information. Customers can scan QR codes in the printed guide or use the web links in the digital version. 

Customers gave positive feedback on the guide's design, layout and ease of use, describing it as "very clear and easy to understand". 

Alongside the Customer Guide, we've also introduced a new Customer Information Leaflet, which will be provided to every new customer when they move into their home. The leaflet includes property-specific information, such as details of any upcoming repairs, the location of gas and utility meters, and information about local resources. 

The Customer Guide and Customer Information Leaflet are now part of the lettings process for all new customers; the guide is also available on our website.