• who to contact for housing, repairs, rent, benefits or safety concerns;
• what Havenmore is responsible for as your landlord;
• what your care or support provider is responsible for, if you have one;
• what to do when you move in, report a repair, raise a concern or need help understanding information.

• Housing enquiries: housing@havenmorehousing.org.uk
• Repairs and maintenance: maintenance@havenmorehousing.org.uk
• Phone: 0207 664 8955
• WhatsApp: Message us
• Video call: Book a video call
• Repairs online: Maintenance page

• If someone is in immediate danger, call 999.
• If there is an urgent repair or safety issue, contact Havenmore as soon as possible.
• If the issue is about personal care or daily support, contact your care or support provider.

• A safe, well-managed home with clear information.
• Fair treatment and respect for your rights.
• Repairs, property checks and housing management.
• Clear information about rent, charges, tenancy responsibilities and complaints.

• Treat your home, neighbours, staff and contractors with respect.
• Tell us early if something is wrong.
• Report repairs, safety issues, rent issues or changes in circumstances quickly.
• Ask us if something in this pack or your tenancy is unclear.

• Tenancy or licence information.
• Rent and service charge information.
• Housing Benefit liaison where this is relevant and authorised.
• Repairs, maintenance and property compliance.
• Intensive Housing Management linked to your tenancy and property.
• Housing complaints and feedback.

• Personal care.
• Medication support, if commissioned.
• Care plans and support plans.
• Daily living support such as cooking, shopping, personal routines or appointments, where this is part of your plan.
• Staffing and support arrangements linked to your assessed care or support needs.

Sometimes housing and support need to be coordinated. For example, a repair may need planned access, or a housing issue may affect your tenancy. In those cases, Havenmore may work with your care provider, appointee, advocate, family member or local authority where this is appropriate and lawful.

• Assured Shorthold Tenancy or other assured tenancy: used where this is the correct legal agreement.
• Licence agreement: used only where the legal and practical circumstances support this.

• You will receive written information about your tenancy or licence.
• We will explain rent, service charges, repairs, safety, complaints and notice requirements.
• Any rent change, notice or possession action must follow the correct legal process.
• We are reviewing tenancy documents and tenant information in line with the Renters’ Rights Act 2025 and wider housing changes.

• Use the property as your main home.
• Do not sublet or take in lodgers.
• Respect neighbours and shared areas.
• Report repairs, hazards and safety concerns.
• Pay rent and charges, or make sure agreed payment arrangements are in place.

• Rent: the charge for occupying your home.
• Eligible service charges: housing-related costs that may be eligible for Housing Benefit where the rules allow.
• Ineligible or personal charges: costs that may not be covered by Housing Benefit and may remain your responsibility.

• Explain rent and charge information.
• Provide housing evidence requested by a local authority or DWP.
• Speak to the council or DWP where consent, appointeeship or other lawful authority is in place.
• Act early where arrears or benefit delays put the tenancy at risk.

• We do not decide Housing Benefit or Universal Credit entitlement.
• We do not control DWP or council processing times.
• We cannot guarantee that every charge will be covered.

• Helping tenants understand tenancy responsibilities.
• Supporting tenancy sustainment where housing-related risks arise.
• Helping with rent, service charge and Housing Benefit liaison where relevant.
• Coordinating access for repairs, safety checks and contractor works.
• Responding to housing-related issues involving neighbours, communal areas or property use.
• Liaising with care providers, local authorities, families, appointees or advocates where relevant to the housing arrangement.

• Emergency: immediate safety, security or serious property risk. We aim to make safe within 24 hours.
• Urgent: serious but not an immediate emergency. We aim to arrange prompt inspection or repair.
• Routine: non-urgent repairs that can be planned and scheduled.

You must allow reasonable access for repairs and safety checks. We give notice unless there is an emergency.

• Fire safety arrangements and relevant fire checks.
• Gas safety where gas is present.
• Electrical inspection and testing in line with applicable requirements.
• Water hygiene controls where relevant.
• Asbestos management where relevant.

• Keep hallways and exits clear.
• Do not wedge fire doors open.
• Do not tamper with alarms or safety equipment.
• Report safety concerns immediately.
• Call 999 if there is immediate danger.

• Damp, mould or condensation that does not clear.
• Leaks, blocked gutters or water coming in.
• Heating or ventilation problems.
• Cracks, damage, unsafe flooring, broken windows or security issues.
• Pest issues or anything that affects health and safety.

• Assess the issue.
• Consider the likely cause.
• Arrange works where needed.
• Provide advice where helpful.
• Follow up where the issue needs review.

• Keep noise at a reasonable level, especially at night.
• Use communal areas respectfully.
• Leave shared kitchens, bathrooms and lounges clean and tidy after use.
• Be considerate with visitors.
• Do not threaten, harass or abuse neighbours, staff or contractors.
• Report concerns early before they become bigger problems.

Pet requests are considered in line with tenancy terms, property suitability, safety, allergies, shared living arrangements and any applicable legal requirements.

• Personal care.
• Medication support, where commissioned.
• Cooking, shopping, cleaning or daily routines, where part of the support plan.
• Appointments, community activities or skill-building, where part of the support plan.
• Care planning and support reviews.

• Repairs access.
• Safety checks.
• Tenancy sustainment.
• Housing risks.
• Communication needs.

• abuse, neglect, threats or exploitation;
• financial abuse or someone controlling your money;
• sexual abuse or unwanted contact;
• domestic abuse;
• self-neglect or unsafe living conditions;
• someone being placed at serious risk.

• Listen and record the concern.
• Escalate to the right person or agency where needed.
• Share information only where lawful and necessary.
• Work with local authorities, police, care providers or safeguarding teams where appropriate.

If someone is in immediate danger, call 999.

• Easy Read information.
• Large print.
• Audio information.
• Translated information.
• Support to involve an advocate, appointee, attorney, deputy or authorised representative.
• Reasonable adjustments linked to disability, communication or access needs.

• tenancy management;
• repairs and property safety;
• rent, charges and Housing Benefit liaison;
• safeguarding and risk management;
• complaints and service improvement;
• legal or regulatory duties.

We only share information where it is lawful and necessary. This may include sharing information with local authorities, care providers, contractors, appointees, advocates or emergency services where appropriate.

• We give reasonable notice for routine visits where possible.
• Contractors should identify themselves.
• If you are unsure, call us before letting someone in.
• Emergency access may be needed without notice to prevent harm or serious damage.

• Hospital admission or long absence from the property.
• Change in care or support provider.
• Change in appointee, attorney, deputy, advocate or key family contact.
• Benefit changes or letters affecting rent.
• Mobility, health or safety changes affecting the property.
• Risks involving neighbours, visitors or shared areas.

• Adaptations depend on assessed need, property suitability, consent, funding and practicality.
• Transfers depend on availability, suitability and risk.
• Decants may be needed for major works, emergencies or safety reasons.
• We will explain the reason, options and likely timescales where a move is needed.

1. Tell us what happened and what outcome you are seeking.
2. We will consider whether the issue can be resolved quickly or should be handled through the formal complaints process.
3. We will respond in line with our complaints procedure.

If you remain unhappy after our final response, we will tell you what external options may be available. This may include independent advice, the local authority, a relevant regulator or another appropriate route depending on the issue.

You can also give compliments, suggestions or feedback. We use feedback, complaints, repairs information and safety information to improve the housing service.

• Give the written notice required by your tenancy or licence agreement, unless another lawful arrangement is agreed.
• Return all keys, fobs and access items.
• Leave the home clean, clear of belongings and in reasonable condition.
• Tell relevant organisations your new address.