Housing services

This section is for customers who live in accommodation provided by One Support. Everyone living in one of our properties has a tenancy or licence agreement – this is a legal contract, which sets out rights and responsibilities for both you and us.

Our housing services team provides a housing management service to all properties. They can offer help and support with the following:

• Explaining your tenancy agreement
• Support with completing Housing Benefit forms
• Providing support around the payment of rent and service charges
• Ensuring our properties are maintained to a reasonable standard
• Responding to anti-social behaviour in partnership with the support and care team
• Allocating empty properties to new tenants
• Maintaining landlord services - these services vary from scheme to scheme, but may include gas, electricity, water and cleaning of communal areas
• Insuring our buildings and contents. Your own personal contents will need to be insured by you
• Holding regular tenant surgeries to answer housing management queries from our customers
• Completing property checks
• Taking formal action for breaches of tenancy (including non-payment of rent) – this may include legal action

Health and safety

The health and safety of our customers, staff and visitors is a key priority for us. We have a health and safety policy, on which all staff receive training. All our properties are regularly inspected for any hazards and to ensure that fire equipment is working correctly.
Many areas of health and safety are common sense. For example: keeping fire exits clear, keeping electrical equipment in good order and helping to prevent the spread of infectious diseases.

As a customer you have a large part to play in working with us to keep safe. Please ensure that you are aware of what to do in the event of a fire or other emergency and that you know how to report health and safety concerns. These will be explained to you when you move into the property and you can ask a member of staff to go through them with you at any time.

What you can do:

·    Inform staff of anything you notice in your property that could affect people’s safety
·    Do not obstruct fire exits or prop open doors with fire extinguishers
·    Make sure you know what to do in an emergency situation. This will have been explained to you when you moved in. If you are unsure please ask.

Maintenance service

Our central maintenance department works closely with private contractors who are approved to carry out repairs in our properties.
All repairs have agreed response times, depending on the type of repair. When you report a repair you should not have to wait longer than the response time agreed with the contractor. Full details of response times are set out in the repairs and maintenance policy.
If you are a tenant at one of our properties please report any repairs to the customer contact centre on 0300 123 9966.