Introducing our brand spanking new customer handbook


You’re moving to a new home and you have so many questions amongst trying to unpack. Or you just can’t remember what you were told when you first moved in and now you need to know something about maintaining your home. Don’t worry! We have you covered with our new online handbook.

Customer handbook

What is our online customer handbook?

It’s our all-in-one guide to our services and information about your home, including:

  • About your contract with us
  • Finance
  • Maintaining your home
  • Safety and security
  • Problems and issues
  • Activities and support
  • Safeguarding
  • Our complaint procedure

What if I can’t find what I’m looking for?

If you still can’t find the answers you’re looking for, you can also search our help section, which has answers for a wide range of questions about our services. If you need something more specific to your particular home, check your lease or tenancy agreement or get in touch with us.

How can I access my customer handbook?

Your customer handbook can be accessed here. If you would like your handbook in braille, large print or in another language, please speak to our Customer Contact Centre on 0800 432 0077.