Use this page to help you understand your agreement, make changes to your home, and get support.
Customer guide
Key information to help you manage your home day‑to‑day, including your responsibilities and our services.
Your customer guide – what you and we are responsible for, including repairs, safety and payments.
Accessible formats and translations - request information in different languages, large print, audio or other formats.
Managing changes to your home
Find out what changes you can make to your home, what needs permission and how to keep us updated.
Keep a pet – check if pets are allowed
Have a lodger - see if you can rent out a room
Rent out your home – understand the rules on subletting
Make changes to your home – what you can and can’t do
Change utility providers - switch gas, electricity or broadband
Adapt your home - see what support is available for adaptations
Tell us if you’re away – if you’ll be gone for an extended period
Tell us about a new baby - update your household details
Managing your tenancy or lease agreements
Get a copy of your lease – request a copy if you need one
Check your tenancy type - understand what agreement you have and what your rights are
Breaking your agreement – what happens if you don’t follow the terms
Add or remove someone - update who is named on your agreement
Transfer your lease - see if you can transfer your home to someone else
What to do when a leaseholder dies – what to do and what documents you’ll need
Take over a tenancy (succession) - check if you can stay in the home after someone dies
Tell us if you are remortgaging your home - let us know before applying and share lender details
Extend your lease - see if you can extend it and what information is needed
Buildings insurance - leasehold and shared ownership – what’s covered and how to make a claim
Sinking funds – what they are and how they’re used
Living in your home: your rights and responsibilities
Understand your rights and responsibilities as a tenant - what you can expect from us and what you’re responsible for
Understand your rights and responsibilities as a leaseholder - what you’re responsible for, what we manage and how charges work
Contents insurance for your home - understand why contents insurance matters and what it covers