This information can be made available in a range of languages and alternative formats such as electronic copies (for example e-mail), or in large print, Braille or audiotape. Please contact the Communications Team on
(0191) 4268370.
More on language and translation
Our Language Statement
Your responsibilities - new and existing tenants
What are my responsibilities?
As one of our customers you have a number of responsibilities that you agreed to when you signed your tenancy agreement. These responsibilities are laid down by law and are meant to make sure that all of our customers can live in their homes without being disturbed by neighbours or their visitors.
What will happen if I don’t stick to my responsibilities?
We give all our customers the opportunity to carry out their responsibilities and support those that need help. However, if any rules are broken, we may have to consider taking legal action against those responsible.
As an introductory or secure tenant you must:
- Pay your rent
You must pay your rent regularly as agreed when you signed your tenancy agreement. If you are unable to pay your rent you must contact us as soon as possible so that we can help. If you do not pay your rent you will be in danger of losing your home.
> More on Paying your rent - Look after your home
You must take proper care of your home, the fixtures and fittings, and shared parts of the block and the estate. To help you do this it is best to carry out small tasks and checks to prevent future problems.
If you do not, you will be responsible for the cost of repairing, redecorating or replacing items damaged by you or any person living with you or your visitors.
At the end of your tenancy, you must leave your home in as good a state as it was at the beginning of your tenancy. We will accept fair wear and tear but will not repair any items that need repairing because they have not been looked after properly. - Let us access your home
We may, on occasions, need to access your home to carry out repairs and servicing. If we need to access your home we will give you notice of when we will attend to carry out the repair or service.
We must, by law, carry out annual checks on gas appliances that you may have in your home. We must also service these appliances every one to three years depending on the type of appliance.
We will make an appointment with you to visit your home to carry out this important work.
You must allow our contractor into your home so that we can carry out this important work. Should you fail to do so we will take legal action to gain entry and carry out the work, and you may be charged for these costs.
Any person calling to your home on our behalf will carry identification. You should ask to see it before letting them in. If in doubt, contact your local Housing Office for confirmation.
> More on Repairs - Using your home
You should only use your house as a private home. You must not use it for any purpose that might cause a nuisance or annoyance to your neighbours or damage the property. This includes running a business from your home without first asking our permission. We will not unreasonably refuse consent unless we feel the business is likely to affect your neighbours’ quiet enjoyment. - Nuisance and harassment
As a Customer you have a right to the quiet enjoyment of your home. We are committed to ensuring that all of our Customers have the opportunity to enjoy their home and will take every step possible to try to ensure that those causing a nuisance or disruption are made to stop.
The most common complaints received involving noise are:- noisy parties
- loud music
- DIY
- arguments between tenants
There is a better chance of resolving disputes and ensuring a better relationship between the parties involved, if they can talk to each other and respect each other's point of view. Explaining to someone that their behaviour is upsetting your peace of lifestyle is often enough to resolve problems. Refusing to discuss a matter is not helpful to anyone. If problems continue, you may decide to approach us and we may take action or contact another agency who may be able to help.
We will investigate and respond to every report of neighbour nuisance, offer advice and take action, where appropriate, when at least one of the parties involved is one of our customers or where one of the people involved lives in a home sold by us via a leasehold agreement.
If you are suffering neighbour problems and want to complain you should contact your estate officer. Your concern will be passed on to our Anti Social Behaviour Team for investigation. - Criminal behaviour
You must make sure that the property is not used for any illegal purpose.
Your tenancy may be at risk if, for example:- the property is used in connection with possessing, using, supplying or dealing in illegal drugs or substances;
- The property is used for storing or handling stolen goods or for keeping illegal or unlicensed firearms or weapons;
- You or anyone living with you, or any visitor to the property, is convicted of an arrestable offence (for example theft, burglary or criminal damage) committed in the area of the property.
You must make sure that neither you nor anyone living in or visiting the property abuses, threatens or assaults any officer, agent, representative, councillor or any member of the emergency services.
- Report repairs
It is your responsibility to let us know if something in your home needs repairing.
If you do not let us know then you may risk your own health and safety and of those people living with you.
We have made reporting repairs as easy as possible by having a Repairs handbook and by providing a number of ways of contacting us.
> More on Reporting Repairs
It will help us if you report a repair as quickly as possible. We operate a flexible appointment system. You can choose when you want your repair doing. It is important that you keep appointments you make with our contractors and us.
It will also help us if you complete and return your satisfaction response slip so we know how our contractors and our own team are performing. You must let us know of any problems so we can put them right. - Minor repairs
We expect you to look after your home in a ‘tenant like manner’. This means that you are expected to carry out and pay for small repairs to your home. These will include things such as replacing a sink plug or toilet seat. We also expect you to prevent faults from occurring by doing things such as keeping the drains and gutters from blocking by keeping them clear and preventing the pipes from bursting by keeping your home warm in the winter. - Community responsibilities
You are responsible for the behaviour of every person (including children) living in or visiting your home. You are responsible in your home, on surrounding land, in communal areas (stairs, lifts, landings, entrance halls, paving, shared gardens, parking areas) and in the locality around your home.
You (or anyone living with you, or visiting your home) must not cause a nuisance, annoyance or disturbance to any other person. What might be acceptable for one person may not be acceptable to somebody else. Examples of nuisance, annoyance or disturbance are given in section five of this handbook. - Pets
You are responsible for any pets you keep in your home. You must make sure that they do not cause nuisance to your neighbours or anyone living in your area. Generally, we allow Customers to keep cats and dogs unless the property has a shared entrance or shared areas. Section four of this handbook explains what kind of pets you’re allowed to keep in your home and how you can make sure that they don’t cause nuisance to anyone else. - Gardens
You must keep your garden tidy and clear of rubbish, this is your responsibility. If, for any reason, you are unable to keep your garden tidy please let us know as we may be able to help.
What happens if I ignore my responsibilities?
If we feel that you have broken a rule in the tenancy agreement we will firstly speak with you to tell you what you have or have not done. We will give you every opportunity to explain and offer to help where we can. If, after receiving warnings, things do not improve then we may take legal action. In some cases, where there has been serious misbehaviour, we may take legal action without further warnings.
If you break the rules of your agreement you may risk losing your home. We can give you a ‘Notice of Seeking Possession’, which asks the court to give us possession of your home. We can also ask the court for an ‘injunction’, which is an order to make you carry out your responsibilities.
